Operations Analyst
2 months ago
Job Description
SUMMARY:
- Under supervision, the Operations Analyst helps review policies and procedures, analyze operational data, and create reports with recommendations to improve LTN Operations.
- Analysts also participate in creating customer-facing Root Cause Analyses (RCAs) for operational incidents; administering and maintaining systems that facilitate incident reporting, data analysis, and ticketed communication between customers and operational teams at LTN; creating dashboards that visually demonstrate key metrics, trends, and historical information for both internal and external customers.
DUTIES AND RESPONSIBILITIES:
- Continually reviews Operations policies and procedures identifying areas of improvement, including organization-wide workflows.
- Creates diagrams and flowcharts related to new and existing workflows.
- Creates clear and well-written documentation for employee training, proposals, configurations of systems owned by operations, and other workflows.
- Creates accurate and visually appealing dashboards displaying key metrics and trends for internal and external customers using a variety of platforms.
- Creates reports using manually compiled and analyzed data at regular intervals.
- Creates tools for data validation where required.
- Investigates incidents to create Root Cause Analyses in collaboration with LTN management.
- Helps maintain operational platforms, including ticketing systems, phone systems, and data reporting platforms.
- Helps create and maintain data connections between operational systems using APIs, using both code and codeless connection methods.
- Participates in recorded training sessions with stakeholder groups for changes to operational processes.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Ability to analyze and parse technical information into presentations meant for non-technical audiences.
- Working knowledge of various spreadsheet and flowchart applications (MS Excel, Google Sheets, Smartsheet, Visio, Lucidchart, etc.).
- Understanding of statistics and ability to apply that understanding to operational data analysis.
- Working knowledge of data visualization techniques and methods.
- Technical understanding of ticketing systems and configuration best practices for incident reporting.
- Ability to interpret project requirements related to incident reporting and data analytics and create scalable solutions to meet requirements.
- Ability to clearly write and verbally communicate with both technical and non-technical audiences.
- Ability to work independently as well as collaboratively with employees of all levels across the organization.
- Ability to create and deliver presentations.
- Ability to gather and analyze statistical data and generate reports.
EXPERIENCE:
- Bachelor's degree or equivalent with 2+ years of experience related to the duties specified.
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