Lead Technology Operations Analyst (Midshift)

The Lead Technology Operations Analyst is responsible for working and liaising with AGS Program Office (PO) Teams to successfully sustain and evolve the technologies critical to the success of AGS client programs. This position includes developing a strong partnership expertise and oversight with specific Technology Partners to ensure they strive for world-class service and remain committed to continuous improvement in their products and services to help AGS achieve both short-term and long-term Client business objectives.

This position will be recognized as the technical subject matter expert for the specific technology working on complex configurations & enhancements and providing strategic consultation or resolution to AGS PO Clients and Technology Partners. This role is an AGS Technology Operations strategic position meant to drive significant improvements in PO processes technologies operations efficiencies and profitability.

The Lead Technology Operations Analyst assists the Tech Ops Manager with team management leading and coordinating strategy and development of the Tech Ops team.

Responsibilities: 

• Understands the business operations goals and strategies of all POs for their assigned VMS technology.
• Responsible for working and liaising with PMOs to successfully sustain and evolve the technologies critical to the success of AGS client programs
• Develops a strong partnership with VMS Technology Partners to align and lead them toward AGS client objectives account goals and priorities.
• Monitors AGS360 (Salesforce) tickets and performs ticket trend analysis to drive optimization/innovation and address training opportunities.
• Acts as VMS SME to identify areas of operational efficiencies and technology innovation for program improvements and growth.
• Provides strategic consultation and technology solutions to PMO and clients.
• Supports the team with PMO Tech Champ building content and hosting Tech Champ sessions.
• Identifies opportunities and leads the planning facilitation and communication activities for significant technology releases for assigned accounts and with the team to ensure quality.
• Acts as the escalation point for the POs about the VMS technology.
• Collaborates with other GBS team resources to better serve our POs and Clients.
• Establishes open communications with Technology Partners and PO teams.
• Provides best-in-class solutions and expertise for all technology support processes incidents and service requests.
• Facilitates and/or participates in client meetings around VMS technology issues demos or future service requests as required by the PO.
• Responsible for complex configurations and enhancements involving the VMS Technology granting appropriate levels of documentation planning vetting prioritization and testing to ensure quality roll-out. Responsible for driving agreed-upon deliverables.
• Supports new implementations and expansions ensuring VMS setup is done in alignment with best practices and stabilizes accounts after go-live.
• Performs quality Technology Solution Reviews to optimize current client delivery processes.
• Support team initiatives outside of account support (EBRs strategic initiatives etc).
• Assists in the managers absence for team management.
• Leads and coordinates team strategy in partnership with the Manager
• Plays an active role in how technology solutions and team strategies are designed and delivered
• Responsible for the technical development of the Tech Ops team
• Acts as POC for Support Coordinators and Tech Ops Analysts in complex / escalations / technical support
• Elevated organizational relationships across operations and support teams typically at the Manager and/or Director level.

Qualifications :

• Completed bachelors degree required.
• 1-2 years of experience in leading a team or a strong acumen for leadership
• MSP and VMS experience (ex. Beeline Fieldglass IQN Vndly Simplify etc.)
• Strong written and oral communication skills; Projects a strong confident image to AGS PO Clients and Technology Partners.
• Analytical Abilities - Aptitude for understanding applications researching technical solutions and analyzing information
• Ability to quickly learn new technologies design create and execute a project plan aligning with client delivery processes.
• Ability to identify training needs for non-technical teams and coach accordingly.
• Ability to identify trends in data and operations and collect required information to present a business case.
• Ability to manage a team and develop them technically and professionally.
• Ability to deliver to multiple demanding customers and tasks at once and make quality decisions.
• Proficient with Microsoft Office Products such as SharePoint Excel Word PowerPoint and Outlook.
• Previous SAAS and/or software administration and support experience (ex. Salesforce Jira Workday Oracle PeopleSoft etc.)
• Ability to work with a diverse team of resources from AGS our Technology Partners and our clients and reach consensus resolution on issues.
• Ability to adapt quickly and possess flexibility with working in a constantly evolving field.

Additional Information :

As a workplace we focus on relationships with each other our clients and our candidates - in fact serving others is one of our core values. We support open communication and recognize that giving constructive criticism can be even harder than receiving it. We appreciate the fearless and the passionate who force us to be better. Everything we do sits on a pillar of diversity - diverse perspectives backgrounds and ideas drive innovation and make us successful.

See what its like to work at AGS by searching #LifeAtAGS on any social network.

Remote Work :

No

Employment Type :

Full-time