About CCC

At CCC, it’s all about connectivity we are a provider of innovative cloud, mobile, telematics, hyperscale technologies and services for the automotive, insurance, and collision repair industries. Our solutions and big data insights are delivered through our CCC ONE™ platform, which connects 350+ insurance companies, 24,000+ repair facilities, original equipment manufacturers, hundreds of parts suppliers, and dozens of third-party data and service providers. Our platform, carwise.com , provides access to car-related services for millions of consumers. Auto Injury Solutions Inc., also a CCC company, provides casualty solutions to auto insurers for the handling of first and third-party claims. In short, our collective set of solutions make connected car, vehicle, and accident data actionable, informing decision-making, enhancing productivity, and helping customers deliver faster and better experiences for end consumers.

Job Description Summary

The position of an Operations Analyst requires a general understanding of IT systems and Service Management processes, along with a solid business sense and very strong customer service skills. A primary objective of this position is to serve as a liaison between CCC’s internal IT support teams, our customers and vendors. The Operations Analyst will assist in workflow coordination, system level communication, operational support and overall administration of IT services that are key to the ability to meet our customers' needs. The successful candidate will have a minimum of 2-5 years’ experience in a systems or IT services related position. They should possess strong analytical skills and the ability to work in a fast-paced, customer-focused, team environment. Experience working with internal and external customers in an operational environment. Knowledge of and/or experience with the IT Infrastructure Library (ITIL) framework would be a plus.

Job Duties

• Primary contact for internal and external customers and vendors for IT related issues and initiatives
• Work directly with external customers providing IT support
• Performing preliminary analysis & technical troubleshooting
• Coordinating incident follow-up activities & reporting
• Reviewing customer incident reports
• Managing the intake process for IT related requests and escalations
• Managing the delivery of internal and external system level communications
• Administration of operational processes and procedures
• Providing on call support
• Generating, analyzing and presenting regularly scheduled system and ad-hoc reports
• Provide input of Service Desk tools to continuously increase efficiencies
• Continuously develop and improve internal processes and solutions to track requirements, performance, and results regarding the delivery of Service Desk services
• Assist in the continuous growth and maintenance of the Service Desk knowledgebase

Qualifications

• Bachelor's degree, focused on MIS, Computer Science and or Engineering, Operational Research, Data Management
• Strong MS Office skills, focused on Excel, Power BI
• Strong written and verbal communication capabilities
• Software development life cycle experience a plus
• Demonstrated experience providing superior customer service
• Prior experience working in an IT support or operations environment
• Prior experience in a Business Systems Analysis a plus
• Ability to lead and facilitate collaboration when working with other areas of the company
• High energy and enthusiasm along with a high attention to detail
• Must be a self-starter, highly motivated and possess a strong work ethic
• Flexible and able to function in a “hands-on" environment
• Positive and professional image
• Strong analytic/project management skills