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Keller North America, Inc.

<div>Company Logo:
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Overview:
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Keller Management Services, LLC is one of the World&rsquo;s leading Specialty Contractors and have offices throughout the United States.</div><div></div><div><br>
The IT Service Operations Analyst will be the IT procurement contact within the assigned region and responsible for delivering end-to-end procurement support in accordance with IT standards and service level agreements. By partnering with local management, end-users and technology teams. The IT Service Operations Analyst ensures all procurement incidents and needs are documented in ServiceNow, ordered, delivered, retrieved, and reported back within acceptable timeframes.
</div>Responsibilities:
<h3 class="jobSectionHeader"><b>Hardware</b><b> Request &amp; Incident Management</b></h3><ul><li>
Process, order, and approve incoming IT requests, including computers, accessories, mobile devices, service modifications, and asset-related actions adhering to IT policy.</li><li>
Handle incidents, tasks, and operational tickets assigned to Service Operations; reassigning to appropriate teams when necessary.</li><li>
Analyze recurring incident patterns and recommend improvements to processes, workflows, or tooling to reduce operational friction and enhance user experience.</li><li>
Provide support for service issues, device performance concerns, and user-reported operational challenges.</li></ul><h3 class="jobSectionHeader"><b>
Operational Support &amp; Lifecycle Management</b></h3><ul><li>
Oversee the full lifecycle of hardware assets including procurement, assignment, deployment, retrieval, and return of IT assets and mobile devices.</li><li>
Manage mobile device lifecycle events (new lines, upgrades, replacements, suspensions, terminations, reactivations).</li><li>
Maintain accurate tracking of assets and service actions in ServiceNow.</li></ul><h3 class="jobSectionHeader"><b>
Mobile Device Vendor</b><b>, Carrier &amp; Tool Interaction</b></h3><ul><li>
Utilize Brightfin, carrier portals, and procurement systems to execute operational tasks.</li><li>
Work with Telecom Portal for service actions and data exchange with Brightfin.</li><li>
Collaborate with carriers to resolve service issues, validate line eligibility, and manage device upgrades.</li></ul><h3 class="jobSectionHeader"><b>
Financial &amp; Reporting Responsibilities</b></h3><ul><li>
Pay off device balances using p-card as needed and ensure accurate reporting in monthly Emburse expense submissions.</li><li>
Support IT Procurement in monitoring spend, identifying discrepancies, and optimizing service usage.</li></ul><h3 class="jobSectionHeader"><b>
Governance, Standards &amp; Continuous Improvement</b></h3><ul><li>
Ensure adherence to IT service standards, policies, and SLAs.</li><li>
Proactively propose enhancements to standardize processes, reduce operational friction, and improve service delivery.</li><li>
Contribute to initiatives related to ITSM, asset management, mobility governance, and operational optimization.</li></ul><br>
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Qualifications:
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Experience &amp; Expertise
</b></p><ul><li>Experience working in IT service desk or technical support environment with at least 2 years of relevant experience in a multi-cultural and geographically dispersed environment.</li><li>
Technical knowledge of desktop hardware, operating systems, software applications, and procurement applications.</li><li>
Familiarity with IT service frameworks, such as CompTIA A+ or ITIL, and experience with ServiceNow.</li><li>
Problem-solving abilities, with a focus on customer satisfaction and service quality.</li><li>
Written and verbal fluency to communicate technical concepts in a simplified end-user friendly way across all levels of the organisation.</li><li>
Ability to work under pressure in a fast-paced environment and handle multiple priorities simultaneously.</li><li>
Good planning and organizing skills and ability to balance and priorities workload.</li></ul>
Additional Information:
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Salary Range</b>: $55-60K per year</div><div><i><br>
</i></div><div><i>Actual salary will be based on a variety of factors including relevant internal and external experience, knowledge, skills, scope of job, geographical location or other factors permitted by law</i></div><div></div><div><b><br>
Benefits:</b></div><ul><li>
401(k) + matching</li><li>
Health, Dental, Vision insurance</li><li>
Life insurance</li><li>
Paid time off (PTO)</li><li>
Holiday Pay</li></ul><div></div><div><br>
Keller is an Equal Opportunity Employer. We encourage qualified women, minorities, veterans, individuals with disabilities, and others to apply.</div><div></div><div><br>
Equal Employment Opportunity</div></div>

IT Service Operations Analyst

Join Keller North America, Inc. and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Keller North America, Inc.

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IT Service Operations Analyst