2nd Shift Remote US

The IT Operations Analyst II is responsible for the administration, support, implementation, maintenance, and optimization of IT Service Support application(s), used by the MoneyGram organization for Incident, Problem, Request, and Change Management. The incumbent instructs others regarding the use and capabilities of the software, creation of documentation to facilitate efficient and proper use, and identification of key performance indicators that will present quantitative feedback to affect proactive solutions. The incumbent is also considered the application owner for IT service support and will be responsible for driving improvements in the tool(s), working with vendors to facilitate upgrades and following industry best standards when possible and appropriate.

Primary Responsibilities

• Provides day-to-day administration and troubleshooting for the service support application(s).
• Reviews and implements application patches, evaluates upcoming tool versions and releases as necessary.
• Provides second level support for production control, applications development, quality assurance and business users.
• Analyzes data and prepares reports covering a variety of functional areas.
• Applies creative thinking and analysis to develop new concepts for ongoing data into information.
• Creates tools to track information and monitor service and/or productivity levels of various operational departments and personnel.
• Builds custom reports, facilitates ad-hoc reporting and works with various customers to ensure service support application reporting meets business needs.
• Analyzes, optimizes, and improves IT service support application(s) functionality to facilitate established service support processes and creates documentation as needed to support these changes.
• Follows industry best practices where possible and/or appropriate.
• Recommends, develops and implements improvements.
• Works on technical support issues relating to the Service Support tools and software applications, interfacing with 3rd-party vendors as necessary, includes on-call responsibilities as needed.
• Leads, coaches, and provides ongoing training to individuals in all areas of IT (including managers, directors, and VPs) in proper user of the service support application(s).
• Performs other duties as assigned.

Any combination of relevant education and experience and/or related professional designations/certifications in this field is highly desirable.

Education

• Minimum Required: BA/BS or equivalent work experience

Experience

• 3-5 years' experience.
• 3+ years' SQL Server experience.

Essential Skills

• Strong demonstrated planning, problem solving, and analytical skills.
• Experience with building custom reports and SQL queries using reporting tools such as Cognos, Crystal Reports, etc.
• Ability to anticipate problems, contribute innovative solutions to IT management.
• Demonstrated ability to probe, diagnose and resolve customer issues.
• Detail oriented.
• Ability to prioritize and handle multiple tasks, while working with minimal supervision.
• Excellent written and oral communication skills.
• Ability to communicate technical information to nontechnical personnel.
• Experience building and supporting workflow applications using workflow tools, preferred.

Anticipated Base Pay: $58,800 - $77,900 (Performance Bonus Target available for this role)

Day 1 Benefits to include:

• Customizable health plan-PPO/High Deductible Plan with Employer HSA Contribution

• 20 Days of Accrued PTO

• 13 Paid Holidays

• 2 Community Service Days

• 401k with Employer Match

• Parental Leave

• Employee Assistance Program

• Tuition Reimbursement

• Money Transfer Reimbursement

• Pet Insurance options

The salary/pay rate listed is a good faith determination that may be offered to a successful applicant for this position at the time of this job advertisement based on company hiring process and budget for this role and may be modified in the future. Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.

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