Operations Analyst

Job DescriptionSUMMARY:Under supervision, the Operations Analyst helps review policies and procedures, analyze operational data, and create reports with recommendations to improve LTN Operations.Analysts also participate in creating customer-facing Root Cause Analyses (RCAs) for operational incidents; administering and maintaining systems that facilitate incident reporting, data analysis, and ticketed communication between customers and operational teams at LTN; creating dashboards that visually demonstrate key metrics, trends, and historical information for both internal and external customers.DUTIES AND RESPONSIBILITIES: Continually reviews Operations policies and procedures identifying areas of improvement, including organization-wide workflows.Creates diagrams and flowcharts related to new and existing workflows.Creates clear and well-written documentation for employee training, proposals, configurations of systems owned by operations, and other workflows.Creates accurate and visually appealing dashboards displaying key metrics and trends for internal and external customers using a variety of platforms.Creates reports using manually compiled and analyzed data at regular intervals.Creates tools for data validation where required.Investigates incidents to create Root Cause Analyses in collaboration with LTN management.Helps maintain operational platforms, including ticketing systems, phone systems, and data reporting platforms. Helps create and maintain data connections between operational systems using APIs, using both code and codeless connection methods.Participates in recorded training sessions with stakeholder groups for changes to operational processes.KNOWLEDGE, SKILLS, AND ABILITIES:Ability to analyze and parse technical information into presentations meant for non-technical audiences.Working knowledge of various spreadsheet and flowchart applications (MS Excel, Google Sheets, Smartsheet, Visio, Lucidchart, etc.).Understanding of statistics and ability to apply that understanding to operational data analysis. Working knowledge of data visualization techniques and methods.Technical understanding of ticketing systems and configuration best practices for incident reporting.Ability to interpret project requirements related to incident reporting and data analytics and create scalable solutions to meet requirements.Ability to clearly write and verbally communicate with both technical and non-technical audiences.Ability to work independently as well as collaboratively with employees of all levels across the organization.Ability to create and deliver presentations.Ability to gather and analyze statistical data and generate reports.EXPERIENCE:Bachelor's degree or equivalent with 2+ years of experience related to the duties specified.
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