IT Service Operations Analyst bei Archer

About Archer
Archer helps organizations manage risk in the digital era – uniting stakeholders, integrating technologies, and transforming risk into reward. As true pioneers in Integrated Risk Management (IRM) software, Archer remains solely dedicated to helping customers manage risk and compliance domains, from traditional operational risk to emerging issues such as ESG. With over 20 years in the risk management industry, the Archer customer base represents one of the largest pure risk management communities globally, with more than 1,200 customers including more than 50% of the Fortune 500.

Summary/Objective:
Provide expertise to ensure holistic support, proactive monitoring, and overall health of IT applications, IT tools, infrastructure (hardware, data, software), security, information access, system performance and data integrity. Utilize appropriate IT tools to resolve issues within global, complex technical, business- and mission-critical environments. Recognize recurring problems and proactively work cross-functionally and interdepartmentally throughout the organization to recommend
solutions and process improvements.

Principle Responsibilities / Core job functions:

• Coordinate, diagnose, and troubleshoot incoming internal end user calls and tickets.
• Provide first level support services to internal end users with technical problems and information technology issues.
• Provide timely resolution of problems.
• Provide ticket status updates to end-users.
• Support and maintain effective relationships with users.
• Troubleshoot low-to-moderate technical problems within acceptable service levels
• Strive to understand and leverage technical and incident communication structure.
• Utilize internal resources and teammates to investigate technology and comprehend procedures.
• Review and analyze company-specific and industry knowledge to build knowledge base; may contribute to
  documentation and knowledge bases.
• Support tasks that are single threaded, may work on multiple incidents or projects simultaneously depending on complexity

Skills & Competencies:

• Knowledge of IT environments including Windows, macOS, Microsoft 365, endpoint management tools, Jira/Confluence, and SSO/OneLogin.
• Understanding of ITIL practices, cybersecurity fundamentals, and cloud-based productivity tools.
• Approachable, upbeat, enthusiastic personality, with a willingness to learn additional IT skills.
• Excellent communication skills.  

Education and Experience:

• Bachelor’s degree in information technology, Computer Science, or a related field; equivalent experience may be considered.
• 2+ years of experience in IT Service Desk or similar support function.
• Preferred experience working in regulated or compliance-driven industries (e.g., finance, healthcare, tech).
• Familiarity with SOC 2, ISO 27001, or similar frameworks is a plus. 

Work Environment
This is primarily an in office position, that offers the flexibility of working from home. The company reserves the right to modify the work location as necessary to meet business needs. To effectively work from home, candidates must have a dedicated workspace that is quiet and free from distractions. While the company will provide the necessary computer and related software, candidates are responsible for ensuring they have a suitable workspace and reliable and stable high-speed internet connection. It is also important to maintain a secure environment to handle sensitive information in compliance with company data protection policies.

Physical demands

•  Sitting or standing at a desk for extended periods of time.
• Repetitive hand and arm movements associated with use of computer, mouse and similar.
• Extended periods of screen time.
• Occasional lifting and carrying typically 10 pounds or less (e.g. laptop, small office supplies or equipment) 

Travel requirements:

This position may require occasional travel to meetings, or other local vendors as needed. The extent of travel will vary depending on business needs (<10% per month)

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice at management discretion based on business need.

Affirmative Action/EEO statement:
Archer is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Archer are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity and/or expression, marital,
civil union or domestic partnership status, protected veteran status, genetic information, or any other characteristic protected by federal, state or local laws. Archer will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All Archer employees are expected to support this policy and contribute to an environment of equal opportunity. If you need a reasonable accommodation during the application process, please contact [email protected]. All employees must be legally authorized to work in the US. Archer participates in E-Verify. Archer and its approved consultants will never ask you for a fee to process or consider your application for a career with Archer. Archer reserves the right to amend or withdraw any job posting at any time, including prior to the advertised closing date.