IT Operations Analyst (SunView)

Role Overview and Responsibilities

The IT Operations Analyst will be responsible for managing IT Service Management (ITSM) processes such as incident, problem, change, and service request management. The role requires active use of ChangeGear to handle tickets within defined service level agreements (SLAs). Key duties include conducting root cause analyses to prevent recurrent issues, supporting change management efforts in adherence with ITIL standards, monitoring system and infrastructure health through SunView, analyzing incident trends, preparing operational performance reports, identifying opportunities for process enhancement, and automating routine workflows. Close collaboration with internal teams and external vendors is essential to maintain smooth service delivery.

Candidate Requirements

• Possess a Diploma or Degree in Information Technology, Computer Science, or a related discipline.
• Bring prior experience in IT Operations or IT Service Management.
• Demonstrate hands-on expertise with ChangeGear and SunView monitoring tools.
• Understand and apply incident, problem, and change management frameworks.
• Be familiar with ITIL best practice methodologies.
• Have experience working with infrastructure monitoring solutions; proficiency in scripting languages such as PowerShell or Python is a plus.
• Exhibit strong analytical thinking, problem-solving abilities, and effective communication skills.
• Be capable of thriving in a dynamic, fast-paced operational environment with meticulous attention to detail.

Equal Employment Opportunity Statement

Beyondsoft is committed to fostering an inclusive and diverse workplace that welcomes candidates from all backgrounds regardless of their nationality, ethnicity, religion, age, gender identity, sexual orientation, or other distinguishing characteristics. Discrimination and harassment in any form are strictly prohibited across all aspects of employment, including recruitment, hiring, and employee lifecycle management. The employer strives to establish a supportive environment that enables every individual to reach their full potential.

Additional Hiring Information

All job offers are contingent upon successfully completing any mandatory pre-employment procedures in line with relevant laws and regulations. Beyondsoft does not charge any recruitment fees nor request any unauthorized payments from candidates during the hiring process.