Technical Analyst-JR

IT Command Center Analyst

Columbus, OH 43219 (5 days onsite)

12 Months Contract with possible extension

Note: Work hours: Second Shift - 15: 00-23: 00

Work week –Tuesday thru Saturday

Days off –Sunday/Monday

Description:

Top 3 Must-Haves (Hard and/or Soft Skills):

1. Provide clear and concise executive level communication and updates on status, issues, and risks

2. Working understanding of ITIL processes, specifically incident management and change management practices

3. Experience with eyes on glass monitoring, simultaneously using several industry standard tools

Degree Requirements (Experience in Lieu of Degree):

•High school diploma or GED.

•1+ year of experience working in a NOC, SOC or other operational environment.

•Experience working in ServiceNow.

•Experience working in Azure and/or AWS.

•Experience with monitoring tools such as Splunk, BigPanda, Dynatrace, or other industry standard monitoring tools.

Certification Requirements (Any Preferences):

Preferred Qualifications:

•Bachelor’s degree in information systems, information technology, computer science or related field of study.

•ITILv4 Foundations Certification.

•CCNA Certification or similar.

Responsibilities:

The IT Command Center is an operations center within Technology that is staffed by analysts who provide targeted monitoring of specific critical processes across Client to create oversight that drives cross functional engagement with key stakeholders to ensure strong internal customer and brand partner support.

Also sitting within the IT Command Center is the Incident and Problem Management team who is responsible for providing oversite of all Major Incidents, significantly impacting P2 Incidents, and Problem (Root Cause

Analysis) efforts related to these incidents.

The IT Command Center is staffed 24 hours a day, 7 days a week, 365 days a year by onsite associates at the Client Headquarters based in Columbus, Ohio or at the client office in Bangalore, India. This person would be one of the analysts who is conducting targeted monitoring of these

specific critical processes and change enablement and incident management support.

A typical day for an IT Command Center analyst involves a combination of application monitoring, incident facilitation, and team collaboration.

The day begins with logging into all monitoring tools to verify that technical systems are operating correctly.

The analyst then reviews incidents and changes that have occurred since the previous shift to ensure they are working with the most current information.

Throughout the shift, the analyst continuously monitors technical tools and manages any scheduled change calls.

When incidents arise within scope, responsibilities shift between monitoring, facilitating incident calls, and supporting major incident management to ensure high-priority tickets are addressed efficiently.

Maintaining organized and accurate incident notes is a key priority.

The day concludes with a handoff meeting with the incoming shift to communicate essential updates and ensure a seamless transition

The analyst in this role will have a high level of interaction with both peers and leadership.

They will work closely with fellow analysts and incident/problem managers to ensure all tasks are executed with precision, speed, and attention to detail.

Collaboration is essential, especially during incident facilitation and change management activities.

Additionally, the analyst will report directly to their shift manager, maintaining regular communication to align on priorities and ensure operational continuity. This structure fosters a highly collaborative environment where teamwork and responsiveness are key to success.

One of the biggest challenges in this role is adapting quickly to the fast-paced, high stakes environment of the IT Command Center. Analysts are expected to manage multiple incidents simultaneously while maintaining a high level of accuracy, speed, and attention to detail. This requires not only technical proficiency but also strong organizational and communication skills-especially when providing timely and precise updates on system status, issues, and risks.

Additionally, the role demands rapid mastery of internal procedures and monitoring tools.

Balancing the learning curve with real-time responsibilities, all while collaborating closely with peers, incident/problem managers, and the shift manager, can be demanding in the early stages. However, with focus and

support from the team, these challenges can be successfully navigated.