IT Operations Support Analyst

Altria Client Services

Richmond, Virginia

1/7/2020 7:51:28 AM


Business Support Information Technology



Ensure that manufacturing IT systems and infrastructure work properly and meet factory specifications and service level expectations for a Fortune 200 Consumer Packaged Goods Company! Be responsible for execution and coordination of design, testing, implementation, maintenance, and control of specific software and infrastructure products within Altria’s manufacturing environment! If you have 5 plus years of IT experience working with data visualization tools and Microsoft technologies, then we want to speak with you about the IT Operations Support Analyst that we are looking to fill in Richmond, VA.

In this role, you will:

Monitor IT Infrastructure
• Monitor servers, networks, and computer systems for irregularities and performance issues. Assess system data and error logs, along with user reports, to determine areas for improvement or repair.

Provide IT Support
• Manage resources to directly support end users and to assist with IT department upgrades and initiatives. Assess current department needs and help desk inquiries and assign personnel or engage directly to resolve each issue.

Facilitate Process Improvements
• Use IT policies and procedures to ensure that the department operates effectively and reliably. Review service level agreements (SLAs) and customer satisfaction survey results to improve delivery. Develop guides for users and technicians, such as FAQ documents or work instructions for IT support personnel.

Resolve Help Desk Escalations
• Provide direct user support by handling help desk or service desk escalations. If IT technicians are unable to successfully resolve a user’s issue; assess the situation and devise a solution to the problem.

Oversee Upgrades and Installations
• Support and facilitate IT department task during system and infrastructure upgrades. Introduce new methods to streamline the upgrade process and monitor system stability.

What does your background and experience look like? You have:
• A Bachelor's degree in Computer Science, Information Systems, Engineering or related discipline
• 5+ years of IT experience
• Good technical skills with data visualization tools such as Tableau or Power BI
• Good technical skills with Microsoft technologies (.net, HTML5, JSON) and RESTful APIs
• Worked with databases (SQL & Oracle)
• Worked in operations/manufacturing environment
• Experience with and are effective in leading and participating in cross-discipline project teams
• Good communication and presentation skills

We recognize that our people are the reason we achieve our business goals. We believe in developing the leadership potential of our employees by providing them with opportunities for training, development, and advancement.

In addition to the opportunity to apply and develop your skills toward key business objectives, we offer an excellent compensation package including a competitive base salary, comprehensive health/vision/dental insurance, participation in our incentive compensation and deferred profit-sharing programs, as well as a relocation assistance package.

Richmond, VA - Virginia


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