Information Technology Operations Analyst

Role: IT Operations Analyst

Duration: 6+ Months Contract with possible extension

Location: Columbus, OH

Shift: Tuesday – Saturday | 3:00 PM – 11:00 PM EST (Sunday & Monday Off)

Top 3 Must-Have Skills

• Experience providing clear, concise executive-level communication on incidents, system status, risks, and resolutions.
• Working knowledge of ITIL processes, specifically Incident Management and Change Management.
• Hands-on experience with eyes-on-glass monitoring, using multiple enterprise monitoring tools simultaneously.

Required Qualifications

• High School Diploma or GED.
• 1+ years of experience in a Network Operations Center (NOC), Security Operations Center (SOC), IT Operations Center, Fusion Center, or Command Center environment.
• Hands-on experience with ServiceNow for incident and ticket management.
• Strong experience with Splunk for monitoring, log analysis, and alert management.
• Experience with enterprise monitoring tools such as SolarWinds, Dynatrace, Datadog, LogicMonitor, AppDynamics, Azure Monitor, or similar platforms.
• Working knowledge of ITIL Incident and Change Management processes.
• Strong verbal and written communication skills with the ability to provide executive-level status updates.
• Ability to work in a fast-paced, high-pressure environment while monitoring multiple dashboards and alerts simultaneously.
• Experience with Microsoft Office Suite (Excel, Outlook, PowerPoint, Word).

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• ITIL v4 Foundation Certification.
• CCNA or equivalent networking certification.
• Experience with Azure and creating Splunk dashboards.
• Basic scripting knowledge using Python, PowerShell, or similar scripting languages.

Key Responsibilities

• Monitor enterprise applications, infrastructure, and network health using Splunk and other monitoring tools.
• Perform continuous eyes-on-glass monitoring to identify, analyze, and respond to system alerts and incidents.
• Create, manage, and track incidents using ServiceNow, ensuring timely resolution and proper escalation.
• Communicate system outages, incidents, risks, and status updates to technical teams and executive stakeholders.
• Coordinate with infrastructure, networking, security, application, and support teams to resolve production issues.
• Follow ITIL best practices for Incident, Change, and Problem Management.
• Assist in reducing Mean Time to Detect (MTTD) and Mean Time to Recover (MTTR) through proactive monitoring and rapid incident response.
• Support continuous improvement initiatives by identifying monitoring gaps and recommending operational enhancements.
• Maintain accurate documentation of incidents, operational procedures, and shift handovers.

Ideal Candidate

The ideal candidate has experience working in a NOC, SOC, IT Operations Center, or Fusion Center, is proficient with ServiceNow, Splunk, and enterprise monitoring tools, understands ITIL processes, and can effectively monitor critical systems while providing timely communication during production incidents.