IT Operations Center Analyst III

Hourly range is $26.44 to $62.50, with a midpoint of $40.86. New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market.

Sound Transit also offers a competitive with a wide range of offerings, including:

• Health Benefits: We offer two choices of medical plans, a dental plan, and a vision plan all at no cost for employee coverage; comprehensive benefits for employees and eligible dependents, including a spouse or domestic partner.
• Long-Term Disability and Life Insurance.
• Employee Assistance Program.
• Retirement Plans: 401a - 10% of employee contribution with a 12% match by Sound Transit; 457b - up to IRS maximum (employee only contribution).
• Paid Time Off: Employees accrue 25 days of paid time off annually with increases at four, eight and twelve years of service. Employees at the director level and up accrue additional days. We also observe 12 paid holidays and provide up to 2 paid floating holidays and up to 2 paid volunteer days per year.
• Parental Leave: 12 weeks of parental leave for new parents.
• Pet Insurance.
• ORCA Card: All full-time employees will receive an ORCA card at no cost.
• Tuition Reimbursement: Sound Transit will pay up to $5,000 annually for approved tuition expenses.
• Compensation Practices: We offer competitive salaries based on market rates and internal equity. In addition to compensation and benefits, you'll find that we provide work-life balance, opportunities for professional development and recognition from your colleagues.

GENERAL PURPOSE:
Under general direction the IT Operations Center (ITOC) Analyst will oversee complex network components and will be responsible for network monitoring and management in a 24x7 environment. From a centralized location the ITOC Analyst will monitor for issues pertaining to usage of bandwidth, utilization of the server, uptime, and other crucial elements. If systems experience an outage the ITOC Analyst will resolve issue by isolating programs and collaborating with engineers and team members to find quick and appropriate fixes.

ESSENTIAL FUNCTIONS:
The following duties are a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Work in a 24x7 operations environment and monitoring day to day issues related to Computer, Network, Applications, critical Infrastructure, and Information Security.
• Performs triage and resolve technical issues related to computer hardware, software, network devices, and network connectivity. This includes but is not limited to MS Windows desktop, laptops, scanners, printers, servers, MS Office products, Active Directory etc.
• Assist in designing, implementing, troubleshooting, analyze, and maintaining the IT infrastructure, including network connectivity and utilization, server administration, backup and restore.
• Participates in project activities involving implementation of changes to operating procedures/work processes and installation of new equipment within existing network configurations
• Coordinate outage response activities with cross functional teams and drive activity required to achieve outage resolution.
• Document issues in ServiceNOW ticketing systems and follow up on unresolved issues.
• Perform routine maintenance tasks, patching and upgrades.
• Configure monitoring tools to provide performance metrices.
• Prepares and present management information reports including SLAs, KPIs, operating targets, gap analysis and risk mitigation; develops standard reports and tracking for service desk metrics; tracks service desk metrics per schedule.
• Develop strong relationships within IT and business customers; works collaboratively across departments.
• Provides support to the department on matters as directed; serves as staff on a variety of boards, commissions, and committees; attends and participates in professional group meetings; maintains awareness of new trends and developments in the fields related to area of assignment; incorporates new developments as appropriate; ensures processes, policies and practices are interpreted and applied consistently and effectively; ensures accountability and compliance with all current and applicable state and federal laws, agency policies and procedures, rules and regulations.
• Champions and models Sound Transit's core values and demonstrates values-based behaviors in everyday interactions across the agency.
• Contributes to a culture of diversity, equity and inclusion in alignment with Sound Transit's Equity & Inclusion Policy.
• It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.
• It is the responsibility of all employees to integrate sustainability into everyday business practices.
• Other duties as assigned.

MINIMUM QUALIFICATIONS:

Education and Experience: Bachelor's Degree in Information Technology, Business or closely related field and four years of experience in IT that includes desktop, NOC, asset and/or services desk experience; Or equivalent combination education and experience.

Required Knowledge and Skills:

• ITIL or service management principles and guidelines.
• Service Now or other IT Service Management software.
• Tier 1, Tier 2, and Tier 3 process and workflow management.
• Office 2016, Windows OS, Mac OS, Android/Apple mobile devices; support for specialized software such as CAD.
• Windows, Unix/Linux server, VM experience.
• Cisco, Juniper, Microsoft certifications preferred.
• Previous knowledge pertaining to Solarwinds preferred.
• Network and IT Infrastructure monitoring experience.
• Troubleshooting in a complex IT environment.
• Leading process improvement efforts, implementing process changes and improving productivity through process improvement; ability to promote and implement continuous process improvement within and across teams.
• General hardware, software, and client technologies.
• Customer service principles and practices.
• Managing multiple, competing priorities.
• Communicating effectively across a wide variety of technical and business personnel.
• Effective oral and written communication.
• Pertinent federal, state, and local laws, codes, and regulations.

Physical Demands / Work Environment:

• Work is performed in a standard office environment, train station platforms and other transit sites.
• The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.

Sound Transit is an equal employment opportunity employer. No person is unlawfully excluded from employment action based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status or other protected class.