Job DescriptionThe Senior Technology Operations Analyst is responsible for advanced technical delivery, solutioning and operational oversight across an assigned portfolio of programmes within the globally aligned Technology Operations model. The role manages complex configurations, investigations, enhancements and technology-related service requests that require advanced platform knowledge, business-process understanding and sound judgement.
Working in partnership with the Team Lead, the Senior Analyst helps maintain the health of the assigned portfolio by reviewing complex demand, recommending appropriate solutions, overseeing technically challenging work and ensuring open items progress towards resolution. The Senior Analyst provides consultative guidance to programme teams and translates business requirements into practical, sustainable technology solutions.
The role operates with a high degree of autonomy and uses programme knowledge, VMS expertise and operational insight to identify risks, recurring issues and opportunities for improvement. The Senior Analyst also mentors Analysts and Support Coordinators, improves technical documentation and supports the distribution of knowledge across the wider team.
ResponsibilitiesAdvanced technical delivery- Own complex VMS configurations, enhancements, investigations and technical service requests within the assigned portfolio.
- Analyse business requirements and translate them into practical configuration or operational solutions.
- Conduct root-cause analysis for complex, recurring or high-impact technology issues.
- Define solution approaches, risks, dependencies, testing requirements and implementation steps.
- Ensure complex work is documented, tested, quality-checked and implemented in line with agreed controls.
- Contribute technical expertise to implementations, expansions, releases and programme change activity where the work falls within Technology Operations scope.
Portfolio solutioning and oversight- Work with the Team Lead to maintain awareness of complex demand, risks, dependencies and priorities across the assigned portfolio.
- Review complex or ambiguous requests and determine the appropriate technical approach, owner or escalation route.
- Provide solution direction to Analysts and Support Coordinators where delivery can be completed at another role level.
- Monitor technically complex work through to resolution, ensuring appropriate progress, documentation and communication.
- Provide continuity of portfolio knowledge across regions and make effective use of global handovers.
Consultative stakeholder support- Provide expert technology guidance to programme teams, Client Delivery and internal partners.
- Explain technical options, constraints, dependencies and risks in clear, business-focused language.
- Participate in strategic programme conversations where advanced Technology Operations expertise is required.
- Provide VMS and programme insights that support informed prioritisation and technology decisions.
- Support the Team Lead in maintaining credible and proactive engagement with portfolio stakeholders.
Quality and continuous improvement- Review solution and ticket quality for technically complex work, identifying gaps before implementation or closure.
- Analyse recurring issues, defects and service-request patterns to recommend sustainable improvements.
- Create and maintain technical guidance, configuration standards, solution documentation and reusable knowledge assets.
- Identify opportunities to standardise configurations and approaches across programmes with similar requirements.
- Contribute to operational assessments, best-practice reviews and improvement initiatives.
Mentoring and knowledge development- Mentor Analysts and Support Coordinators in technical investigation, solution design, configuration and testing.
- Support structured technical learning, programme onboarding and knowledge transfer.
- Provide practical review and feedback on complex work completed by less experienced team members.
- Encourage investigative thinking and appropriate use of documentation, platform resources and internal expertise.
- Build team confidence by explaining reasoning and solution approaches rather than taking ownership of all difficult work.
Behaviors - Familiarity with Systems Development Life Cycle (SDLC) methodologies.
- Knowledge of process modeling techniques and protocols.
- Experience with the standard technologies utilized by AGS VMS engagements (ex. Beeline, Fieldglass, IQNavigator, Salesforce, SharePoint, etc.).
- Ability to design, create and execute a project plan.
- Ability to design/create processes and procedures and assists others in implementing them.
- Proficient with Microsoft Office Products such as Excel, Word, PowerPoint, Project, Outlook, Internet Explorer.
- Strong conceptual, analytical and problem solving ability.
- Self-starter with the ability to quickly learn new technologies and effectively apply them to business processes.
- Ability to identify training needs for non-technical teams, and coach accordingly.
- Ability to work with a diverse team of resources from AGS, our Technology Partners, our Clients, and reach consensus resolution on issues.
- Ability to simultaneously manage multiple tasks at once.
- Ability to adapt quickly and possess flexibility with working in a constantly evolving field.
Qualifications- Completed Bachelor's Degree required.
- Experience with AGS or other staffing companies
- MSP experience a plus.
- Projects strong confident image to AGS PO, Clients and Technology Partners.
- Must have experience with utilizing and managing one or more SAAS technologies.
- Experience in an environment with high call volume preferred.
- Previous software administration and support experience.
- Proficient to advance in Microsoft Office products.
- Ability to travel as needed.
Additional InformationLocation disclaimer: This position is open to North America locations outside of California, Colorado, New Jersey, New York, Washington and Maryland.
