Operations Analyst III - Contract Operations Analyst will support Technology Operations leadership in shaping the department's strategic direction. This role will provide recommendations based on comprehensive data analysis to drive continuous improvement and innovation within our Customer Service Management and Infrastructure Operations functions. Responsibility also includes leading and managing complex projects aimed at improving operations performance. Specifically, this role focuses on more advanced analytic techniques such as predictive modeling, machine learning, and data mining. Historical and forecasted data are used to identify potential risks and opportunities to guide strategic decision-making. Additionally, high-level stakeholder engagement to communicate findings, provide recommendations and progress, and collaborate on operational initiatives that support broader business objectives is required. Demonstrated commitment to growth in this technical role is expected, and behavior and actions aligned with the QTS Customer Creed.
RESPONSIBILITIES - other duties may be assigned.- Conduct comprehensive reviews and analyses of company's operational processes to identify inefficiencies, gaps, and areas for improvement.
- Implement robust monitoring and tracking mechanisms and develop real-time dashboards for critical business operations such as requisitions, budgeting, and service management.
- Proactively identify deviations from established control points and recommend corrective actions.
- Cultivate and maintain strong working relationships with 3rd party providers to ensure seamless integration of services and adherence to contractual agreements and service level agreements (SLAs).
- Expertly analyze datasets from various business applications to uncover valuable insights and trends that inform strategic decision-making and operational improvements.
- Produce concise and insightful summary reports and compelling data visualizations to effectively communicate key findings and trends to management and other stakeholders.
- Propose innovative solutions and strategies to optimize processes, reduce costs, and enhance overall operational performance.
- Define project scope, objectives, deliverables, and success criteria in a clear comprehensive manner.
- Monitor and report on the status of project actions and initiatives while ensuring alignment with project timelines and goals.
- Recommend changes to existing policies and procedures based on data-driven insights and best practices to enhance efficiency, compliance, and effectiveness.
- Collaborate closely with cross-functional teams to streamline processes, improve operational efficiency, and deliver high-quality end-to-end solutions.
- Craft polished and professional written communications to convey complex ideas and findings to diverse audiences.
- Conduct detailed financial analysis and develop forecast models for improvement in operational performance and resource allocation.
BASIC QUALIFICATIONS- Master of Business Administration (MBA) or equivalent advanced degree/professional experience.
- Seven or more years of IT or related professional experience.
- Experience with data analysis, including Excel pivot tables, charting, formulas
- Experience with relevant applications, such as ServiceNow, ScienceLogic, and/or Salesforce.
- Proficient with Microsoft Office suite.
- Solid understanding of business forecasting and procurement processes (requisition submission, invoicing, and impact to budget).
- Able to create dashboards or reports using data analytics methods.
- Proficiency in using analytical tools and software such as Excel, SQL, Tableau, or other data visualization and analysis tools. Knowledge of ERP systems or database management systems may also be required.
PREFERRED QUALIFICATIONS- Four or more years of relevant IT operations or process management experience
- Project management certification (e.g., PMP) or relevant training
- ITIL v3/v4 Foundation or Agile certification
- Data analytics certification
- Experience managing, reforecasting, and reconciling budgets of $1M+
- Experience managing third-party provider and vendor relationships
- Demonstrated proficiency in advanced data analysis techniques, statistical modeling, and predictive analytics can be preferred for roles that require in-depth analysis and forecasting
- Experience in leading projects that include cross-functional teams' collaboration
KNOWLEDGE, SKILLS AND ABILITIES - Strong alignment of operational initiatives with organizational goals
- Excellent stakeholder engagement abilities for collaboration on operational improvements
- Strong project management skills with a focus on timelines and objectives
- Expertise in creating visualizations and reports
- Demonstrated financial acumen for informed decision-making and resource optimization
TOTAL REWARDSThis role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits.
This position is bonus eligible.
