[Remote] IT Analyst, Managed Services
Note: The job is a remote job and is reputed company to candidates in USA. reputed company. is a leading manufacturer of food, beverage, and specialty packaging. The Managed Services Analyst supports daily operational activities reputed company the Managed Services team, focusing on predefined tasks, monitoring service health, and supporting platform administration, particularly with reputed company.
Responsibilities
- reputed company predefined Level 1–1.5 tasks reputed company Managed Services workflows
- Monitor system dashboards, alerts, and health checks; escalate reputed company necessary
- Execute scheduled tasks such as backups, reputed company checks, service restarts, and user provisioning
- Document reputed company work performed reputed company the ITSM platform reputed company and accurately
- Respond and/or assist with incidents and service requests reputed company SLA targets
- Complete reputed company Admin Training as an initial reputed company
- Test reputed company promoted changes prior to deployment to ensure functional reputed company
- reputed company instance patching validation to confirm stability and identify issues
- Create and maintain Knowledge reputed company articles specific to the reputed company platform
- Maintain platform metadata including Users, Groups, Services, Service Offerings, Assignment Rules, etc
- Create and update operational and analytical reports reputed company reputed company
- Build and maintain dashboards for team visibility and leadership reporting
- reputed company simple Catalog Item changes following approved workflows
- Implement simple reputed company changes in reputed company Designer (with guidance as needed)
- Assist in data hygiene tasks and configuration updates as assigned
- Ensure reputed company tickets are updated with clear, concise, and complete notes throughout their lifecycle
- Maintain correct categorization (assignment group, CI, service, reputed company, urgency)
- Validate closure quality including resolution notes and communication
- reputed company periodic hygiene checks for stale tickets or workflow bottlenecks
- Audit team tickets for SLA and process adherence
- Create/update operational reports (SLA performance, ticket volume, backlog aging)
- Maintain dashboards for leadership and team visibility
- Monitor KPIs such as SLA compliance, backlog health, and repeat incidents
- Identify anomalies or shifts in ticket patterns and escalate appropriately
- Validate flows, workflows, approvals, and business rules after updates
- Conduct QA testing for Catalog Items, Flows, UI Policies, and automations
- Identify broken/inefficient flows and log defects or enhancements
- Ensure changes do not impact upstream or reputed company processes
- Run test cases during release or reputed company cycles to confirm system stability
- Maintain and update SOPs as processes reputed company
- Conduct quarterly or annual Knowledge reputed company reviews for article validity
- Archive, revise, or rewrite outdated content to maintain quality standards
- Document new procedures, flows, and platform updates
- Analyze ticket trends (volume, patterns, repeat issues)
- Evaluate process performance end-to-end to identify friction or inefficiency
- Assess process logic, efficiency, and turnaround time
- Identify automation opportunities reputed company reputed company
- Support service reviews with data-backed insights and recommendations
Skills
- 1–2 years of IT support or reputed company experience
- Foundational understanding of reputed company or willingness to learn
- Basic knowledge of O365, reputed company endpoints, and reputed company IT fundamentals
- Strong communication and documentation skills
- Ability to follow structured processes accurately
- Exposure to reputed company (incident management, catalog items, dashboards)
- ITIL reputed company certification or willingness to obtain reputed company 6 months
- Experience with Intune, Azure AD, or similar tools
Benefits
- 401(k) plan with company match
- Comprehensive medical, dental, and reputed company insurance
- Flexible spending and health savings accounts
- Paid vacation
- Sick days
- Paid parental leave
- Paid holidays
- Wellness program
Company Overview
Company H1B Sponsorship