Automation Analyst

Automation Analyst

The Automation Analyst's role is to optimize and automate processes within IT to reduce manual effort and human error. This includes, but is not limited to, management of the enterprise PC imaging system and the related servers; software lifecycle management via endpoint management systems; endpoint health and performance. The Automation Analyst will support and train the Service Desk directly in their use of said products and assist other IT teams with automation of deployments and configuration of endpoints. Additionally, the Automation Analyst will be required to monitor, troubleshoot, and report on the progress of automated tasks. The Automation Analyst will report to the Enterprise Service Desk Systems Manager and be a backup for administration of these systems.

Principal Duties and Responsibilities:

• Provide world-class customer support.
• Manage the imaging process of PCs across the enterprise via Microsoft Deployment Toolkit (MDT).
• Analyze, provide recommendations for, and implement a replacement for MDT.
• Support and utilize the KACE System Management Appliance for ticketing, hardware and software inventory, patching, software lifecycle, deployments, and reporting.
• Assist with the development and migration of IT ticketing to Jira Service Management
• Analyze and report on endpoint status and health with Power BI.
• Empower Service Desk with tools to eliminate hands-on and repetitive work through scripting and other automation methods.
• Understanding of the use and implementation of AI tools including chatbots
• Understanding of the Windows operating system and related network topography
• Heavy use of PowerShell and/or other scripting languages to perform automations
• Understanding of Azure.
• Accept and solve support issues.
• Maintain and update PC images.
• Function and communicate in a global support team.
• Analyze inefficiencies and develop implementation plans for improvement.
• Support customers through superb communication in person, by telephone, and/or email.
• Fully document resolutions and solutions for others to use and understand.
• Provide training for the Service Desk and other IT teams on imaging, automations, and tools they develop
• Perform root cause analysis and implement corrective solutions.
• Collaborate with other IT teams to ensure efficient operations.
• Assist Service Desk in resolving advanced issues with endpoints.
• Use tools and applications for monitoring desktop performance and provide performance statistics and reports.
• When necessary, contact third-party support and PC equipment vendors.
• Maintain knowledge of current IT trends and advancements.
• Provide measurable efficiency improvements
• Reducing manual effort and error rates
• ITIL process knowledge (Incident, Request, Change, Problem)
• On-call availability.
• Some evening and weekend hours.
• Responsible for other opportunities as required.

Job Specifications:

• Strong written and oral communication skills.
• Strong customer relationship skills.
• Strong analytic skills and ability to think outside the box.
• Ability to deeply grasp a subject and find creative ways to improve processes.
• Ability to conduct research into software issues and products as required.
• Strong organizational skills with keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a fast-paced environment.
• Experience working in a team-oriented, collaborative environment.
• Ownership of challenges

Required Education and Experience:

• An Associate's degree in the field of business administration, computer science, or management information systems and/or 3-5 years of related IT work experience is required.
• A+ certification is desired.
• 2 – 3 years of scripting experience (PowerShell, Python, JavaScript, or similar)
• Experience using automation-enabled platforms (Jira, ServiceNow, Power Automate, Zapier, UiPath, etc.)
• Understanding of business or IT processes
• Ability to document workflows and requirements
• Technical writing and documentation experience a plus.

Supervisory/Responsibility:

Individual contributor with no direct reports.

Work Environment:

This is an office position.

Position Type:

This is a regular, full-time, in the office position with hours from 8:00 AM to 5:00 PM. Must be ready, willing, and able to work more than 40 hours per week, including scheduled and unscheduled overtime when needed.

Travel:

Occasional domestic and/or global travel may be required for this position.

Physical Demands:

The physical demands described here are representative of those performed in the job duties. The employee sits at a desk and uses a computer for prolonged periods of time. Performing the role frequently uses close vision, speech, hearing, and dexterity to operate office equipment. The employee must occasionally lift and/or move up to 15 pounds.

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It's not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. This job description is subject to change at any time.

Barry-Wehmiller is an equal opportunity employer. M/F/D/V This organization uses E-Verify.Applicants may be subject to pre-employment screening which may include drug screening, reference checks, employment verifications, background screening and/or skills assessments.