IT Operations Analyst

: Summary/Objective Under the supervision of the Director of IT Operations, the IT Operations Analyst plays a critical infrastructure role, providing a high-level first response to incoming requests for support from colleagues/end users experiencing challenges with accessing and using a wide variety of systems and software applications. As a member of the IT Operations team, you will work closely with your colleagues to:

• Ensure maximum availability of all systems, applications, and services
• Manage all systems access, including user authentication protocols, onboarding and offboarding activities, and capturing key usage metrics
• Monitor and measure systems responsiveness and identify key areas for improvement
• Ensure all system security protocols are fully implemented and assist in investigating security incidents under the direction of the CSO and Director, IT Operations
• Identify and mitigate potential operational risks
• Identify, document, and communicate systems usability statistics as well as trend analysis
• Capture key operational data points and events to provide strategic insight into current operational performance and future systems development
• Ensure all systems are governed according to established principles and compliant with all regulatory requirements
• Follow and enhance the established principles of Agile Operations Management

Essential Duties & Functions To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Specifically, this role will be responsible to:

• Analyze and provide solutions to systems users facing operational errors/breakdowns in processing or other technological challenges
• Perform daily operational management tasks and procedures
• Respond to data requests and process inquiries
• Prioritize incidents and manage the overall response matrix, including escalation procedures and resolution tracking
• Monitor and maintain all systems/applications/processes, ensuring they are online and functioning properly
• Respond immediately to system outages/failures and escalate when and where necessary
• Troubleshoot and perform root cause analysis to determine source of system failures
• Provide first-level response to Business Continuity/Disaster Recovery and Security incidents
• Monitor Service Level Agreements (SLAs), both internal and external, and assist in developing IT policies and procedures that ensure SLA compliance
• Implement and maintain the overall support infrastructure for application solutions, including service desk management activities
• Serve as a functional tester against our QA and UAT environments as a part of our change management process
• Identify incident trends; recommend and implement improvements to reduce volume and severity
• Identify new solutions for improved processes in support of all LIO systems
• Be highly collaborative, self-motivated, and proactive, as you will engage in a number of initiatives, with competing priorities, across a wide array of staff.

LIO LIFE - What we value:

• The Customer Lens - Prioritizing our relationships, service and needs of our customers.
• Innovative Thinking - Fostering an environment that empowers and sustains bold thinking and actions.
• Balance - Creating an inclusive, diverse, and holistic balance to meet our personal and professional needs.
• Simplicity - Striving for simplicity in our service, products, and processes.
• Accountability - Owning our results and learning from them.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements list below is representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with dishabilles to perform the essential functions.

• Demonstrated ability to successfully collaborate at any level individually and within a team
• Ability to work in a virtual environment in a distributed organization and to effectively prioritize and execute tasks
• Demonstrate respect of diverse skills, personalities, and backgrounds of others at any level in the organization
• Proven ability to create a partnership culture to provide the best solution for the business
• Demonstrates excellent communication and leadership skills
• Demonstrates strong interpersonal skills
• Strong leadership and influencing skills
• Strong analytical skills
• Strong project management experience - planning the work, working the plan
• Ability to multi-task and work effectively in a small team, very entrepreneurial environment

Core Competencies:

• IT Service Management (ITSM) - Incident/Problem Management
• IT Asset Management
• Contingency and Disaster Recovery
• Information Security Management
• IT Service Improvement
• Service Oriented (SOA) Technologies

Required Education and Experience

• Bachelor's degree in a business or technology curriculum
• 0-2 years of relevant experience

Preferred Education and Experience While not required, we will give preference to those with experience in:

• The Atlassian product suite: Jira/Confluence/Service Desk/Insight
• Cloud Services, especially Amazon Web Services - Infrastructure and Operational Support
• Microsoft 365 Administration
• Commercial Insurance - Direct User Support
• Oracle RDS Cloud Database Administration
• Zendesk Service / Support
• DataDog Cloud Monitoring
• Postman
• Chrome Developer tools

Work Environment This job operates in a professional office environment and will be based in our Conshohocken, PA corporate location. The role is on-site only unless otherwise approved. This role routinely uses standard office equipment. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds. Position Type/Expected Hours of Work This position is full-time. Expected days and hours of work are Monday through Friday, 8:30 a.m. to 5 p.m. This position may require long hours and weekend work on occasion. Travel Less than 10% EEO Statement LIO Insurance provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, creed, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Other Duties Please note this is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.