Business Analyst/Site Operations IT Program Manager

Wripple; Atlanta (GA); Hybrid; USD 99,000 - 139,000; Full time

Job summary

A leading technology firm is seeking a Site Operations IT Program Manager to oversee daily operations for an airline client. This hybrid role involves managing Level 3 support for site operations, coordinating with IT, and driving process improvements. Ideal candidates will have a business analyst background and solid experience in digital platforms such as Salesforce and AWS. This position offers competitive pay and the opportunity to enhance skills in a fast-paced environment.

Benefits

Medical insurance

Flexible work hours

Qualifications

• Experience in IT processes and Agile methods.
• Proficient in Microsoft Office Suite.
• Self-motivated with strong analytical abilities.

Responsibilities

• Provide Level 3 support for website operations.
• Coordinate with the IT team on issue prioritization.
• Perform data analysis and report summary on operational issues.

Skills

Analytical Skills

Communication Skills

Process Improvement

Problem-Solving

Education

Business Analyst Experience

Tools

Salesforce

AWS

Microsoft Excel

Job description

Business Analyst/Site Operations IT Program Manager

Business Analyst/Site Operations IT Program Manager

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Wripple's airline client is looking for a Site Operations IT Program Manager to join their team for a hybrid, 40-hour/week, 12-month contract. You must be able to go onsite to the client's office 3 days/week in south Atlanta.

The Level 3 Support Program Manager role is focused on website operations, day-to-day BAU management and support, process improvement and project management of key Global Sales B2B/B2B2C websites. This position is ideal for someone with a business analyst background. The role has the opportunity to learn and gain exposure to systems like digital platforms, Salesforce, and Amazon Web Service (AWS).

Ongoing job functions include Level 3 website operational support, IT engagement, and summary reporting. The scope of support will include company sites and associated applications. Level 3 will be expected to handle escalated cases including account level needs i.e. user lists and account realignment as well as individual user needs not able to be supported by Level 1 and Level 2. In addition, Level 3 support will coordinate issue discussions and work prioritization with IT team. This role will be the POC for all work related to site operations and our IT team, including attending standup calls, tracking progress of issue resolution and maintaining stories/tickets in Agility.

Occasional after-hours support may be required. This role works closely with key stakeholders including Global Sales (Field), Global Sales (GSS), IT, and Digital to support our commercial goals to drive B2B corporate share, traveler loyalty and premium revenue.

Primary Responsibilities include:

• Website Operations
• Serve as Level 3 site day to day operations support – receiving and resolving website and technology support escalation issues
• Serve as POC for BAU Site Operations team and IT team – including working with IT Scrum master to prioritize stories, attending daily standups to know status, understand issues, coordinating sprint planning and attending RFCs
• Provide responses within appropriate service level agreement (SLA) time
• Maintain status and notes assigned items
• Escalating issues through support process funnels
• Coordinating discussions and driving decisions for broader issues that involve stakeholders/teams outside of the website operations team
• Resolving and tracking of broader account site issues
• Data analysis and manipulation via Excel spreadsheets
• Identifying creative alternative work arounds to solve customer pain points in lieu of technology development
• Reporting, Planning and Communications
• Reporting of all assigned issues in a summary report/dashboard
• Maintaining an IT escalated issue tracker report
• Communicating with impacted parties (as needed)
• Communicating with key stakeholders – including leaders, GSS, PO engagement, key stakeholders, and field
• Manage and complete special website and technology related projects as needed
• Discovering, documenting and analyzing repeated issues and business process improvements
• Innovation and Professional Development
• Continually keep abreast of emerging and best-in-class user experiences and maintain understanding of various digital platforms including Salesforce and AWS
• Collaborate with colleagues and end-users to create experimental prototypes and proofs of concept

What you need to succeed (basic qualifications)

• Familiarity with IT processes and agility ceremonies including sprint planning and user stories
• Be self-motivated, solutions-oriented, multi-task capable, and have demonstrated the ability to work well with others in a fast-paced, time-sensitive environment
• Have hands on experiences, roles, rotations, TDYs, or responsibilities that contribute to success in the role or related technical learning whether self-taught or professional capacity
• Proficient PC skills including Microsoft Excel, Word and Power Point are required
• Demonstrated ability to drive process improvements, problem-solve and produce results
• Excellent verbal and written analytical, communication and interpersonal skills required
• Must be a self-starter, possess an intellectual curiosity and willing to search out answers and solutions
• Must be in good standing with no current written performance concerns
• Must live in Atlanta or be willing to relocate
• Must be able to actively learn, listen, take guidance and receive feedback
• Embraces diverse people, thinking and styles
• Consistently makes safety and security, of self and others, the priority

What will give you a competitive edge (Preferred Qualifications)

• Prior experience in BA role, customer service, websites, IT troubleshooting or Salesforce.com is highly desirable
• Ability to successfully coordinate efforts across multiple organizations and teams, including strong communication and presentation skills, interpersonal relations, and project leadership
• The desire and demonstrated ability to lead projects and strategy, and work within a team-oriented environment
• Possess strong analytical and computer skills, sound organizational and planning skills, excellent verbal and written communication skills, strong interpersonal skills, and a proven ability to make sound business decisions
• Knowledge of Agile development principles

ABOUT WRIPPLE:

Wripple is the first Agency Services Platform that connects clients with independent talent to create teams that thrive in an on-demand world. Our platform allows clients and talent to achieve speed, flexibility, and control of their projects and business.

Our mission is to provide clients, talent, and partners the freedom to do their very best work through a new platform that enables smart team building by matching organizations with proven on-demand digital marketing & experience talent. Wripple is continuously looking for the highest quality independent talent. Our platform provides freelancers with a complete operating system to land verified opportunities and focus on doing great work.

Let our Business Development team do the hard work to find qualified blue-chip clients that you get matched with based on your capabilities and the type of work you love to do. Take control of how you want to work through Wripple’s Talent Dashboard: set your rates and preferences for how & when you want to work; receive online project briefs to determine whether to pursue; update your profile as your situation and skills change· Outsource the back office to Wripple, including payment, tax compliance as well as data and insights that help you make decisions for your business

There is absolutely no cost to be a member of Wripple. The process is simple. If you have the background for this specific role, please send your resume through the LinkedIn application process.

If you are not a direct match for this role, you can be considered for other opportunities by applying here: https://www.wripple.com/apply-to-join. After applying, you’ll be invited to interview and if your background is a match for the type of roles we have at Wripple, you’ll be approved to join our talent marketplace.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Airlines and Aviation

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Inferred from the description for this job

Medical insurance

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