Operations Analyst, Mainframe

CDW; West Virginia; On-site; USD 37,000 - 54,000; Full time

Job summary

CDW is seeking a service delivery professional to monitor and operate managed services for our customer base. The role emphasizes collaboration with customers, suppliers, and colleagues to meet SLAs and security/compliance requirements.

You will provide tier-1 support through multiple channels, document activities, and escalate when necessary. Candidates should have an Associate degree or equivalent IT experience and be adaptable to a 7x24 schedule to support a range of technologies, including

Qualifications

• Associate degree in Computer Science, MIS, IT, Engineering, Mathematics or related field, with IT work exp.
• Willing to work 7 days per week, 24 hours operations including weekends/holidays/overtime.
• Experience with IBM System z mainframe systems and related software/hardware.
• Strong customer service orientation and attention to detail.
• Proficient verbal and written communication skills; team-oriented.

Responsibilities

• Coordinate with Customers, Suppliers, and staff to deliver services per SLAs.
• Provide tier-1 support via phone, email, and web portal; log issues in ticketing system.
• Monitor alerts and assign resources; ensure timely communication to customers.
• Document operations and transfer knowledge between shifts.
• Analyze incidents, problems, and trends to identify service improvements.
• Engage with stakeholders to streamline support processes and tools.

Skills

Customer service

Communication skills

Attention to detail

Multi-tasking

Microsoft Office

Monitoring tools

Team player

Education

Associate degree or 2 years college coursework

Tools

IBM System z

ScienceLogic

Nimsoft Unified Management

Automate

ServiceNow

Remedy

Heat

Job description

Job Summary

The primary purpose of this position is to perform technical tasks, which are related to the operation and monitoring of assigned technologies for the managed services customer base in accordance with established procedures, guidelines, schedules, and checklists.

The primary purpose of this position is to perform technical tasks, which are related to the operation and monitoring of assigned technologies for the managed services customer base in accordance with established procedures, guidelines, schedules, and checklists.

What You Will Do

Service Delivery - 60% Job Weight

• Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the business needs.
• Delivers services within defined SLAs and security/compliance requirements.
• Completes/ensures completion of daily operational documentation and transfers knowledge to next shift.
• Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal. Addresses and resolves problems as appropriate, referencing supplied training material and customer documentation; documents all issues by utilizing appropriate ticketing application; escalates issues to Managed Services Engineers as appropriate.
• Completes assigned customer workload, including, but not limited to, monitoring and investigating system alerts and events and assigning resources appropriately.
• Ensures issues are communicated to customers in a timely and effective manner.
• Interfaces with customers, various managed services staff personnel, and third-party vendors to resolve issues.

Analysis - 20% Job Weight

• Study, interpret, and develop a thorough understanding of incidents, problems, and opportunities through systematic analysis.
• Regularly review reporting from monitoring and ticket applications. Analyze data to identify trends and opportunities for service improvement.
• Review operations business processes for ability to address customer needs, identifying areas where processes need to be enhanced or better documented.

Design - 10% Job Weight

• Engineer tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use. Use balance of both technical and business acumen to arrive at solutions.
• Partner with stakeholders on creation/streamlining of support processes.

Leadership - 10% Job Weight

• Enable and Lead Change, Service Recoveries, Projects and/or Co-workers. Engage in communication that drives understanding, alignment and informed decision making.
• Hold self and others accountable for quality & timeliness of work products.
• Communicate process changes, customer environment changes, and information on Managed Services projects/initiatives to team members in a clear and timely manner. Ensure understanding, listen to concerns, and relay team feedback to management.
• Constructively communicate process improvement opportunities such as, but not limited to customer support documentation, support workflows, coverage model changes and implementation of new tools and technology.

What We Expect Of You

• Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field, at least 6 months of Information Technology work experience OR 2 years college coursework in a technical field, at least 6 months of Information Technology work experience.
• The position is part of a 7 day per week, 24 hour per day managed services operations. To provide the required coverage, must be willing to work other shifts including weekends, holidays and overtime.
• Experience with one or more of the following technologies: Experience with IBM System z mainframe systems, and associated peripheral hardware and software
• Results oriented.
• Attention to detail.
• Collaborating 360 degrees.
• Adaptability and flexibility in dealing with people and unexpected situations.
• Multi-tasking and working under minimal supervision.
• Proficient verbal and written communication skills.
• Excellent customer service skills.
• Establishing positive working relationships and working as a team player.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.).
• Experience in monitoring applications such as ScienceLogic, Nimsoft Unified Management, Automate, or similar.
• Experience in help desk applications such as ServiceNow, Service Desk Express (SDE), Remedy, Heat, or similar.
• Experience in a managed services environment, a plus.

Pay Range: $27.12/hour - $39.22/hour, depending on experience and skill set.

https://cdw.benefit-info.com/Benefits overview: Salary ranges may be subject to geographic differentials

CDW is committed to being an AI-fluent organization

We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances - not replaces - human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.

Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that’s curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do - it's how we do it. At CDW we act as one - building trust, speaking candidly, and working together to achieve more. We play to win - focusing on what matters most and delivering for our customers. And we think forward - staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees - working together to solve complex challenges and deliver real impact for our customers and communities.

As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next.

Together, we deliver the full promise of what technology can do.

Together, we Make Amazing Happen

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.