IT Operations Analyst

CAI; United States; Remote; USD 21,000 - 34,000; Full time

Job summary

CAI is seeking an IT Operations Analyst for remote, hourly contract work reporting to the Sr Product Health Manager. The role supports Guest Experience Systems, assists with incidents, creates documentation, and performs basic SQL updates.

Responsibilities include handling Help Desk tickets, documenting interactions, and deploying scripts. A bachelor’s in IT or equivalent is preferred, with knowledge of relational databases and tools like Remedy, ServiceNow, Jira, and Confluence.

Qualifications

• Bachelor’s degree in IT or equivalent preferred.
• Entry-level role with no prior experience required.
• Understanding of relational databases and basic data modeling.
• Experience with Remedy, ServiceNow, Jira, or similar ticketing systems.
• Familiarity with Jira and Confluence.
• Certifications in HW, Networking, or Security are a plus.
• Strong analytical and problem‑solving abilities.
• Capable of adapting to shifting priorities and timelines.

Responsibilities

• Manage and resolve Help Desk incidents.
• Respond to customer issues via phone, email, and computer chat.
• Document customer interactions and resolutions.
• Write, test, and deploy scripts/SQL updates as needed.
• Proactively monitor and resolve issues.
• Understand the product’s technology stack.
• Understand interdependencies with other products in the enterprise.
• Create and maintain relevant product documentation.
• Utilize hardware, peripherals, and standard software programs effectively.

Skills

Help Desk

Customer service

Analytical skills

Time management

Cross-functional teamwork

Prioritization

Education

Bachelor’s Degree in IT

Tools

Remedy

ServiceNow

Jira

Confluence

SQL

Job description

IT Operations Analyst

Req number:

R4993

Employment type:

Full time

Worksite flexibility:

Remote

Who we are

CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor‑made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

We seek an entry‑level hourly contract position that reports to the Sr Product Health Manager. The position will perform application support functions related to the ship’s Guest Experience Systems. Responsibilities will include but are not limited to supporting the applications, creating documentation, providing customer service for incidents reported, executing database updates as needed.

Job Description

We seek an entry‑level hourly contract position that reports to the Sr Product Health Manager. The position will perform application support functions related to the ship’s Guest Experience Systems. Responsibilities will include but are not limited to supporting the applications, creating documentation, providing customer service for incidents reported, executing database updates as needed.

What You’ll Do

• Manage and resolve Help Desk incidents.
• Respond to customer issues via phone, email, and computer chat
• Document customer interactions and resolutions
• Write, test, and deploy scripts/sql updates as needed.
• Proactively monitor and resolve issues
• Understand the product’s technology stack
• Understand the interdependencies between the product and other products within the enterprise
• Create and maintain relevant product documentation
• Experience in using computer hardware, peripherals, and standard computer software programs
• Possess exemplary problem-solving and organizational skills
• Ability to organize and prioritize multiple tasks, maintain documentation, and to work with interruptions

What You’ll Need

• Bachelor’s Degree in IT field preferred, or equivalent combination of education, training, and experience
• Required Years of Experience - Entry-level (no prior experience necessary)
• Understanding of relational database fundamentals and basic working knowledge of the product data model
• Experience with Remedy, Service Now, or similar issue tracking system
• Experience with Jira and Confluence
• Technology certification in HW, Networking, or Security
• Basic statistical analysis skills
• Ability to effectively adapt to shifting priorities, demands, and timelines
• Strong problem-solving and analytical skills
• Effectively drives results independently and in a cross-functional team environment
• Ability to think big picture and step back to understand the context of problems before applying analytical skills to address the issues at a more detailed level
• Highly motivated self‑starter with excellent organizational and time management skills; ability to work with minimal direct supervision once adequately trained.

Physical Demands

• Ability to safely and successfully perform the essential job functions
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre‑employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [e-mail] or (888) 824 – 8111.