Operational Analyst I - Change Management

QTS Realty Trust; Suwanee (GA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental and vision insurance

401(k) retirement plan

Flexible spending accounts (FSA) and H

Paid holidays

Paid time off

Volunteer days

Employee assistance program

Tuition assistance

Parental leave

Job summary

QTS Realty Trust seeks an Operations Analyst I to support Technology Operations leadership with data-driven insights. You will produce analytics and quality control products for customer service and infrastructure operations, partnering with stakeholders to drive improvements.

The role emphasizes Excel data analysis, reporting accuracy, and collaboration across IT and business teams; strong written communication and problem solving are required.

Qualifications

• Three or more years of IT or related professional experience.
• Experience with change management.
• Experience with data analysis, including Excel pivot tables, charting and formulas.
• Familiarity with business applications/databases such as ServiceNow, ScienceLogic, Salesforce.

Responsibilities

• Lead and support change management initiatives and adoption strategies.
• Review and analyze policies and operational processes for improvements.
• Monitor process control points for requisitions, budgeting, and service management.
• Export, groom and analyze datasets; visualize data and present to management.
• Define project requirements and document results; track action status.
• Collaborate across teams to improve end-to-end operational efficiency.

Skills

Data analysis

Change management

Excel Pivot Tables

Written communication

Education

Bachelor of Science degree or equivalent

Tools

ServiceNow

ScienceLogic

Salesforce

Job description

The Operations Analyst I will be responsible for supporting Technology Operations leadership in identifying and solving opportunities using a data-driven approach to improve operations performance within our Customer Service Management and Infrastructure Operations functions. Specifically, this role provides direct support to management by producing performance analytics and quality control products in one or more program areas, such as customer service, budget, and workforce training programs. Strong analytical and troubleshooting skills are highly valued and required. Demonstrated commitment to growth in technical role is expected, and behavior and actions that are in alignment with the QTS Customer Creed.RESPONSIBILITIES, other duties may be assigned.Lead and support change management initiatives by evaluating business processes, identifying opportunities for improvement, developing adoption strategies, and partnering with stakeholders to ensure successful implementation of operational and technology-driven changes.Review and analyze company policies and operational processesMonitor and track process control points for critical operational processes (e.g., requisitions, budgeting, service management)Build strong working relationships with any 3rd party providers, partners and vendors supporting operational processesExport, combine, groom and analyze datasets from business applications (e.g., budget variances, customer service interactions, customer and employee surveys)Visualize data using various types of charts and provide summary reports to managementAnalyze datasets and information to identify operational improvement opportunitiesDefine improvement project requirements by interviewing stakeholders, analyzing data and processes, determining project scope and documenting resultsTrack and report status of project actions taken to drive improvementsRecommend changes and update written policies and proceduresCollaborate across multiple teams to improve operational efficiency and quality end- to- endCraft quality professional written communications and templates.BASIC QUALIFICATIONSBachelor of Science (BS) degree or equivalent professional experienceThree or more years of IT or related professional experienceExperience with change managementExperience with data analysis, including Excel pivot tables, charting, formulasExperienced with or willing to learn the required business applications and databases, including ServiceNow, ScienceLogic, Salesforce, etc.Proficient with Microsoft Office suite.US Citizenship for this position is required by law due to federal customer contractsPREFERRED QUALIFICATIONSITIL v3/v4 Foundation or Agile certificationExperience managing, reforecasting, and reconciling budgets of $1M+Experience managing 3rd party provider and vendor relationshipsKNOWLEDGE, SKILLS AND ABILITIESExcellent writing skills for generating clear and concise internal and customer communicationsExhibits excellent interpersonal skills with all levels of the organizationUses organizational skills to determine prioritization and appropriate multitaskingFocuses on scope, tone, and quality of processes and their respective documentation, as well as the associated goals, priorities, deadlines, and weaknessesPerforms necessary and timely follow-up, escalating appropriately if necessaryAbility to work independently as well as part a team.TOTAL REWARDSThis role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits.This position is Bonus eligible.We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.The "Know Your Rights" Poster is included here:Know Your Rights (English)Know Your Rights (Spanish)QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [e-mail] and let us know the nature of your request and your contact information.