Senior IT Analyst: Lead Operations & Incident Strategy

Panasonic Energy Corporation of North America; Sparks (NV); Presencial; USD 95.000 - 125.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits

401(k) plan with company matching

Paid time-off benefits

Educational assistance

Annual bonus program

On-site food options

Free shuttle

Descripción de la vacante

Panasonic Energy Corporation of North America seeks a Senior IT Analyst to lead analyst support services, own standards, and guide incident response across endpoint and user support. The role governs ticket quality, tooling maturity, and performance metrics while mentoring junior analysts in a fast-paced industrial IT environment.

You will coordinate major incidents, ensure security and compliance, and drive service improvements aligned with business needs at our Sparks, NV site.

Formación

• High school diploma or GED and related technical training, or equivalent combination of education and experience.
• Bachelor's degree in Information Technology, Computer Science, Cybersecurity, Engineering, Business Information Systems, or a related technical field.
• 7+ years of progressive IT Analyst, endpoint support, desktop support, field support, service desk, application support, technical lead, or related IT operations experience.
• Expert knowledge of endpoint support, Windows, Microsoft 365, endpoint management, ITSM practices, access support, business application support, remote support, ticket management, and analyst support workflows.
• Demonstrated ability to define standards, influence support strategy, mentor analysts, improve operating performance, manage technical risk, and lead complex support initiatives across teams.
• Strong business communication skills with the ability to explain operational risk, support gaps, investment needs, KPI trends, and recommended actions to leadership and stakeholders.
• Ability to lead critical support events, after hours maintenance, on call escalation, and major incident support for analyst owned services as required by business need.

Responsabilidades

• Own analyst operational standards for incident, request, change, problem, project task, walk up, field support, onboarding, offboarding, endpoint refresh, shared device, asset return, and production area support workflows.
• Serve as the highest analyst escalation point for complex endpoint, application, access, shared workstation, printing, mobile device, and user impacting issues that require advanced technical judgment.
• Lead analyst response strategy during major incidents by guiding user impact validation, endpoint recovery coordination, communications input, escalation management, and post incident improvement actions.
• Participate in on call, after hours support, and maintenance activities as the senior analyst escalation point for major incidents, production support, endpoint deployments, and business critical support events.
• Set expectations for ticket queue management, SLA and KPI performance, aging ticket control, escalation criteria, documentation quality, customer communication, and operational reporting across analyst owned work.
• Own analyst tooling maturity for ManageEngine Endpoint Central or similar platforms, including agent health standards, deployment practices, patch reporting, inventory accuracy, software deployment governance, and support model improvements.
• Own analyst expectations for monitoring tool use, including ManageEngine OpManager alert handling, endpoint impact validation, escalation paths, operational dashboards, and service health reporting inputs.
• Lead cross functional alignment for analyst supported projects, endpoint lifecycle planning, access process improvements, device standards, support readiness, tooling changes, and site support models.
• Review project plans, change plans, vendor recommendations, support models, and new service introductions to ensure analyst readiness, documentation quality, and long-term supportability.
• Define standards for analyst support in office, manufacturing, laboratory, shared workstation, conference room, and mobile support environments.
• Perform other duties, responsibilities, and special projects as assigned to support business objectives and operational requirements.

Conocimientos

Endpoint support

Windows

Microsoft 365

ITSM practices

Ticket management

Escalation handling

Customer communication

Educación

Bachelor's degree in IT/CS/Engineering or related field

Herramientas

ServiceNow

ManageEngine Endpoint Central

ManageEngine OpManager

Microsoft Intune

Autopilot

SCCM

Descripción del empleo

Panasonic Energy Corporation of North America seeks a Senior IT Analyst to lead analyst support services, own standards, and guide incident response across endpoint and user support. The role governs ticket quality, tooling maturity, and performance metrics while mentoring junior analysts in a fast-paced industrial IT environment.

You will coordinate major incidents, ensure security and compliance, and drive service improvements aligned with business needs at our Sparks, NV site.