Operational Analyst I - Change Management

The Operations Analyst I will be responsible for supporting Technology Operations leadership in identifying and solving opportunities using a data-driven approach to improve operations performance within our Customer Service Management and Infrastructure Operations functions. Specifically, this role provides direct support to management by producing performance analytics and quality control products in one or more program areas, such as customer service, budget, and workforce training programs. Strong analytical and troubleshooting skills are highly valued and required. Demonstrated commitment to growth in technical role is expected, and behavior and actions that are in alignment with the QTS Customer Creed.

RESPONSIBILITIES, other duties may be assigned.

• Lead and support change management initiatives by evaluating business processes, identifying opportunities for improvement, developing adoption strategies, and partnering with stakeholders to ensure successful implementation of operational and technology-driven changes.
• Review and analyze company policies and operational processes
• Monitor and track process control points for critical operational processes (e.g., requisitions, budgeting, service management)
• Build strong working relationships with any 3rd party providers, partners and vendors supporting operational processes
• Export, combine, groom and analyze datasets from business applications (e.g., budget variances, customer service interactions, customer and employee surveys)
• Visualize data using various types of charts and provide summary reports to management
• Analyze datasets and information to identify operational improvement opportunities
• Define improvement project requirements by interviewing stakeholders, analyzing data and processes, determining project scope and documenting results
• Track and report status of project actions taken to drive improvements
• Recommend changes and update written policies and procedures
• Collaborate across multiple teams to improve operational efficiency and quality end- to- end
• Craft quality professional written communications and templates.

BASIC QUALIFICATIONS

• Bachelor of Science (BS) degree or equivalent professional experience
• Three or more years of IT or related professional experience
• Experience with change management
• Experience with data analysis, including Excel pivot tables, charting, formulas
• Experienced with or willing to learn the required business applications and databases, including ServiceNow, ScienceLogic, Salesforce, etc.
• Proficient with Microsoft Office suite.
• US Citizenship for this position is required by law due to federal customer contracts

PREFERRED QUALIFICATIONS

• ITIL v3/v4 Foundation or Agile certification
• Experience managing, reforecasting, and reconciling budgets of $1M+
• Experience managing 3rd party provider and vendor relationships

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent writing skills for generating clear and concise internal and customer communications
• Exhibits excellent interpersonal skills with all levels of the organization
• Uses organizational skills to determine prioritization and appropriate multitasking
• Focuses on scope, tone, and quality of processes and their respective documentation, as well as the associated goals, priorities, deadlines, and weaknesses
• Performs necessary and timely follow-up, escalating appropriately if necessary
• Ability to work independently as well as part a team.

TOTAL REWARDS
This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits.
This position is Bonus eligible.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action.  We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings.  We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law.  We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

The "Know Your Rights" Poster is included here:

Know Your Rights (English)

Know Your Rights (Spanish)

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.