IT Service Operations Analyst

Keller North America, Inc.•Hanover, MD

1d•$55 - $60

About The Position

Keller Management Services, LLC is one of the World’s leading Specialty Contractors and have offices throughout the United States. 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.

Requirements

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.
Technical knowledge of desktop hardware, operating systems, software applications, and procurement applications.
Familiarity with IT service frameworks, such as CompTIA A+ or ITIL, and experience with ServiceNow.
Problem-solving abilities, with a focus on customer satisfaction and service quality.
Written and verbal fluency to communicate technical concepts in a simplified end-user friendly way across all levels of the organisation.
Ability to work under pressure in a fast-paced environment and handle multiple priorities simultaneously.
Good planning and organizing skills and ability to balance and priorities workload.

Responsibilities

Hardware Request & Incident Management
Process, order, and approve incoming IT requests, including computers, accessories, mobile devices, service modifications, and asset-related actions adhering to IT policy.
Handle incidents, tasks, and operational tickets assigned to Service Operations; reassigning to appropriate teams when necessary.
Analyze recurring incident patterns and recommend improvements to processes, workflows, or tooling to reduce operational friction and enhance user experience.
Provide support for service issues, device performance concerns, and user-reported operational challenges.
Operational Support & Lifecycle Management
Oversee the full lifecycle of hardware assets including procurement, assignment, deployment, retrieval, and return of IT assets and mobile devices.
Manage mobile device lifecycle events (new lines, upgrades, replacements, suspensions, terminations, reactivations).
Maintain accurate tracking of assets and service actions in ServiceNow.
Mobile Device Vendor, Carrier & Tool Interaction
Utilize Brightfin, carrier portals, and procurement systems to execute operational tasks.
Work with Telecom Portal for service actions and data exchange with Brightfin.
Collaborate with carriers to resolve service issues, validate line eligibility, and manage device upgrades.
Financial & Reporting Responsibilities
Pay off device balances using p-card as needed and ensure accurate reporting in monthly Emburse expense submissions.
Support IT Procurement in monitoring spend, identifying discrepancies, and optimizing service usage.
Governance, Standards & Continuous Improvement
Ensure adherence to IT service standards, policies, and SLAs.
Proactively propose enhancements to standardize processes, reduce operational friction, and improve service delivery.
Contribute to initiatives related to ITSM, asset management, mobility governance, and operational optimization.