EOS RPO
System Operations Associate
Required Qualifications:
6+ months of Technology Engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Desired Qualifications:
ITIL v4 Foundation certification (good to have).
Strong years of experience in IT Service Management or NOC/Service Desk/Operations role with exposure to Incident, Change, and Problem processes.
Hands-on experience with an ITSM platform (e.g., ServiceNow, Jira Service Management)
Ability to host and facilitate CAB calls and ensure adherence to change governance.
Proficiency with Microsoft Power BI for building reports and dashboards; familiarity with Power Apps (basic app creation, connectors, forms).
Strong analytical, documentation, and coordination skills with attention to detail.
Excellent communication skills (verbal and written) and stakeholder management.
Job Expectations:
Incident Management: Log, classify, prioritize, and route incidents; perform initial diagnosis; communicate updates; ensure SLA adherence; escalate appropriately.
Change Management: Create/validate change requests, coordinate risk and impact assessments, schedule changes, track progress through the lifecycle, and ensure proper documentation.
CAB Facilitation: Prepare agendas and change calendars, host and moderate CAB calls, capture minutes and decisions, and follow up on action items and approvals.
Change Governance: Validate policy adherence, ensure mandatory artifacts (backout plans, test results, approvals) are attached, and report non-compliance.
Problem Management: Identify trends from incident data, open and maintain problem records, assist with root cause analysis (RCA), and track workarounds and known errors.
Service Reporting: Build and maintain operational dashboards (incidents, changes, problems, SLAs) using Power BI; publish weekly/monthly reports.
Power Platform Enablement: Create/maintain simple Power Apps for intake or approvals; automate repetitive tasks with Power Automate where applicable.
Stakeholder Communication: Provide timely updates to requestors, technical teams, and leadership; manage bridges/war rooms for high-priority incidents or changes.
Knowledge Management: Document standard operating procedures (SOPs), workarounds, and known error articles; keep runbooks current.
Continuous Improvement: Participate in post-implementation reviews (PIRs) and problem reviews; recommend improvements to reduce MTTR and change failure rate.