Technical Analyst-JR

The IT Fusion Center is an operations center within Technology that is staffed by analysts who provide targeted monitoring of specific critical processes across client to create oversight that drives cross functional engagement with key stakeholders to ensure strong internal customer and brand partner support. You'll be at the forefront of technology monitoring, collaborating with highly motivated teams dedicated to analyzing, designing, developing, and deploying solutions to better monitor and fortifying our IT capabilities, reducing the Mean Time to Detect and Mean Time to Recover.

Our client, a Health Insurance company, is looking for a Technical Analyst-JR for their Columbus, OH location.
 
Responsibilities:

• IT Monitoring & Analysis - Responsible for proactively identifying IT incidents, making rapid decisions on the prioritization and impact of each incident, and taking steps to mitigate financial and reputational harm to client . You will use industry standard IT monitoring tools and internal team runbooks, in addition to leveraging business and system knowledge, to properly action incidents in accordance with industry standard incident management frameworks and protocols.
• Perform basic testing as required to confirm network availability and resiliency.
• Process Management - Assist with creating run books/process documentation and identify opportunities for process improvement or efficiency.
• Demonstrate the sense of urgency and judgment needed to effectively identify potential incidents.
• Collaborate with tech experts across our network to develop monitoring solutions for known problems to ensure the availability of production systems.
• Communication - Communicate general, technical, and operational reports or assessments to appropriate stakeholders at all levels, ability to synthesize technical data for delivery to non-technical audience.
• Properly document actions taken in systems of record.
• Respond to complex problems escalated by leadership.
• Represent the IT Command Center on critical or enterprise-wide environment issues.
• The IT Fusion Center is an operations center within Technology that is staffed by analysts who provide targeted monitoring of specific critical processes across client  to create oversight that drives cross functional engagement with key stakeholders to ensure strong internal customer and brand partner support.
• Also sitting within the IT Command Center is the Incident and Problem Management team who is responsible for providing oversite of all Major Incidents, significantly impacting P2 Incidents, and Problem (Root Cause Analysis) efforts related to these incidents.
• A typical day for an IT Fusion Center analyst involves a combination of application monitoring, incident facilitation, and team collaboration.
• The day begins with logging into all monitoring tools to verify that technical systems are operating correctly.
• The analyst then reviews incidents and changes that have occurred since the previous shift to ensure they are working with the most current information.
• Throughout the shift, the analyst continuously monitors technical tools and manages any scheduled change calls.
• When incidents arise within scope, responsibilities shift between monitoring, facilitating incident calls, and supporting major incident management to ensure high-priority tickets are addressed efficiently.
• Maintaining organized and accurate incident notes is a key priority.
• The day concludes with a handoff meeting with the incoming shift to communicate essential updates and ensure a seamless transition.
• The analyst in this role will have a high level of interaction with both peers and leadership.
• They will work closely with fellow analysts and incident/problem managers to ensure all tasks are executed with precision, speed, and attention to detail.
• Collaboration is essential, especially during incident facilitation and change management activities.
• Additionally, the analyst will report directly to their shift manager, maintaining regular communication to align on priorities and ensure operational continuity.
• This structure fosters a highly collaborative environment where teamwork and responsiveness are key to success.
• In the first few weeks and months, the top priority for an IT Command Center analyst will be to build a strong understanding of internal procedures and protocols. Given the fast-paced nature of the role—especially when managing multiple incidents simultaneously—it's essential that the analyst becomes proficient in navigating monitoring tools, incident workflows, and communication standards.
• Equally important is developing the ability to deliver clear, timely, and accurate written and verbal updates regarding system status, issues, and risks.
• This ensures smooth coordination with peer analysts, incident/problem managers, and the shift manager. Mastery of these foundational elements will set the stage for effective performance and seamless integration into the team.

 
Requirements:

• Provide clear and concise executive level communication and updates on status, issues, and risks
• Working understanding of ITIL processes, specifically incident management and change management practices
• Experience with eyes on glass monitoring, simultaneously using several industry standard tools
• High school diploma or GED.
• 1+ year of experience working in a NOC, SOC or other operational environment.
• Experience working in ServiceNow.
• Experience working in Splunk.
• Experience with monitoring tools such as SolarWinds, Dynatrace, or other industry-wide monitoring tools.
• Bachelor’s degree in information systems, information technology, computer science or related field of study.
• ITILv4 Foundations Certification.
• CCNA Certification or similar.
• Ability to multitask effectively and work with little to no supervision while performing duties
• Provide clear and concise executive level communication and updates on status, issues, and risks
• Ability to work in high-pressure situations
• Experience with Microsoft Office suite of products
• Working understanding of ITIL processes
• Effective organizational skills, time management skills and problem-solving skills
• Exceptional verbal, written and interpersonal communication skills
• Experience with Azure and creating Splunk Dashboard
• Knowledge or scripting languages (Python, PowerShell etc.)
• Must be able to participate on the phone and work well under pressure in a fast paced environment
• Comfortable speaking with stakeholders and facilitating calls
• Working in our IT Fusion Center requires a passion for technology, a commitment to continuous learning and vigilance to safeguard assets, both physical and virtual. You'll be at the forefront of technology monitoring, collaborating with highly motivated teams dedicated to analyzing, designing, developing, and deploying solutions to better monitor and fortifying our IT capabilities, reducing the Mean Time to Detect and Mean Time to Recover.
• Your attention to detail and quick decision making will play a critical role in ensuring the stability, capacity, and resilience of our products.
• Through collaboration with internal teams and tech experts across our network, you will make a difference to our Brand Partners and Customers.
• As a member of our IT Fusion Center, you will join a worldwide group responsible for 24/7 monitoring and Incident Response, serving as the eyes and ears of the IT organization's infrastructure and applications.
• In your role as a shift analyst, your responsibilities encompass monitoring alerts generated by our Security Information and Event Management (SIEM) system and other monitoring tools, conducting initial investigations and escalating incidents as appropriate.
• Your quick decision making will play a pivotal role in ensuring the organization reduces its mean time to detect incidents and reduce the impact to our internal associates, our Brand Partners, and our Customers.

 
Why Should You Apply?

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities