Operations Analyst - London, United Kingdom - LTN

Description

Job Description

SUMMARY:

• 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.