Operations Analyst

| Chicago

Job Description Summary

The position of 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 along with the definition, documentation 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 3-5 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. 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 on IT related issues and initiatives
  • Work directly with external customers providing business and technical support
  • Reviewing customer incident reports
  • Administration of operational processes and procedures
  • Providing on call support
  • Performing preliminary analysis & technical troubleshooting
  • Coordinating incident follow-up activities & reporting Performing complex data analysis in support of ad-hoc and standing reporting requests
  • Generating, analyzing and presenting regularly scheduled system and service 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
  • Oversee Problem Management, in conjunction with Tier III staff, to ensure Root Cause Analysis on customer issues are resolved
  • Work directly with 3rd party vendors
  • Managing the intake process for IT related requests and escalations
  • 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; pivot tables, charts, graphs, macros
  • MS SQL, extracting and loading data, running queries
  • Strong written and verbal communication capabilities
  • Software development life cycle experience a plus
  • Demonstrated experience providing superior customer service.
  • Prior experience working on Service Desk, Help Desk, or NOC team
  • Prior experience in a Business Systems Analysis position 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

 

Why Choose CCC

 

We promote a healthy work-life balance and offer generous benefit plans and resources designed with employee satisfaction in mind.
What we value is simple - customers, employee commitment, collaboration and clear communication.

We hire people who will embrace the company’s goals and productively contribute in ways that help us serve the customer, innovate, and stay strong.
We make it a priority to keep employees healthy, happy and enriched.

  • Healthy - Wellness programs and Perkspot/employee discount program
  • Happy – Recognition programs, a confidential employee assistance program, and flexible work arrangements such as staggered start times
  • Enriched – Tuition reimbursement, training and learning programs, and leadership development opportunities

 

Our corporate headquarters is located in downtown Chicago within the historic Merchandise Mart—a certified LEED (Leadership in Energy and Environmental Design) building.

CCC Information Services was ranked #17 in the Top 100 Digital Companies in Chicago in 2017 by Built In Chicago, an online community for digital technology entrepreneurs in Chicago.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • SpringFrameworks
    • HadoopFrameworks
    • HBaseDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • NoSQLDatabases
    • SparkDatabases
    • Google AnalyticsAnalytics
    • PhotoshopDesign
    • JIRAManagement
    • WordpressCMS

Location

Two city blocks and twenty-five stories of innovation and culture. theMART is interwoven into the fabric of Chicago’s history as an innovator in tech
222 Merchandise Mart, Chicago, IL 60654

Insider's spotlight

How would you describe the company’s work-life balance?

I've been here 5 years, and I learn something new everyday. I have the opportunity to grow my skill set, the flexibility to spend time with my family, and the support to accomplish my professional goals.

Prasanthi

Manager, Quality Assurance

How do you collaborate with other teams in the company?

There is a strong focus on learning and progressing from missteps, with the ultimate goal of making sure we meet
business needs. I have the flexibility to talk directly to people outside of my immediate team which speeds up the delivery process, and aids in responsiveness.

Jennifer

Services Delivery Manager - Austin, TX

How has your career grown since starting at the company?

When I started as an intern at CCC, I was trusted to work with extraordinary technology. Now, as an Architect, I get to work on those technologies and new ones with other pioneers - that type of innovation ignites my creativity.

Amin

Engineer, Architecture and DevOps

Our teams are technically adept and highly capable. Equally, if not more importantly, they have a passion and desire to learn. We're not satisfied just cranking out code, there is a strong desire to learn about our customers and be creative

John

Director, Product Development

Employees get to learn about multiple products across our entire customer base. This allows employees to figure out what area aligns best with their strengths and interests, and where they are looking to grow.

Susanne

Manager, Operations

What are CCC Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Happy Hours
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement

Additional Perks + Benefits

We know that investing in employee development is crucial. Employees have access to the CCC Learning Academy. The CCC Learning Academy was created as an internal platform for you as an employee. You come here to learn new skills such as time management, cooking, financing a home or career and business development. We empower our employees to learn within these four walls, but then go out and collaborate on these ideas with friends and family

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