Technology Operations Analyst

About the role

We are seeking a Technology Operations Analyst to join our IT Team. The ideal candidate will play a critical role in maintaining and optimizing the day-to-day performance of Sharks Sports & Entertainment's technology environment to deliver reliable end user support and enhance overall employee experience. This role will work closely with key functional groups to ensure seamless performance of technology in high performance and time-sensitive environments.

Responsibilities

• Provide Tier 2 support for enterprise platforms, business-critical applications, and end-user technology.
• Administer and support collaboration platforms including Microsoft 365, SharePoint, OneDrive, Microsoft Teams, Teams Rooms, and Asana.
• Maintain user access and permissions to SSE’s enterprise systems, as requested.
• Support and administer ticketing platforms, including Ticketmaster.
• Manage equipment and supply requests – research and request quotes for IT equipment and supplies.
• Create and maintain technical documentation, standard operating procedures, and knowledge base articles.
• Adhere to Information Technology policies including the SSE Data Retention Policy.
• Exercise sound judgment and discretion when evaluating, prioritizing, and resolving technical issues.
• Provide on-site IT support for home games, events, and business operations.
• Respond to technology issues affecting business-critical operations.
• Participate in an on-call rotation and provide support during evenings, weekends, and holidays as business needs require.
• Provide priority support for hockey operations during the season and other time-sensitive operational activities, as needed.
• Aid in technology setup, testing, and support before, during, and after events.
• Maintain confidentiality of sensitive business information, player data, and proprietary organizational information.
• Participate in technology projects from planning through implementation.
• Identify opportunities to improve IT services, operational processes, and the end-user experience.
• Collaborate with business stakeholders and the IT team to implement technology solutions that support organizational objectives.
• Evaluate emerging technologies and recommend practical improvements where appropriate.

Qualifications

• Bachelor’s degree (B.A.) in Computer Science or a related major; or equivalent combination of education and experience.
• 4+ years of hands-on IT experience.
• Excellent written and verbal communicator that is comfortable sharing ideas across functions, to various levels of the organization, and with partners and vendors.
• Strong collaborator with a solutions-focused and “Team-First” mindset and experience resolving complex challenges.
• A forward-looking individual who proactively seeks new knowledge and skills, who looks for opportunities to improve the organization and experience of team members.
• Proactive, with a positive and winning approach, and strong decision-making skills.
• Prioritize effectively, productively lead multiple priorities, and work in a small team environment, contributing to organization and team success.
• Able to install and administer computer hardware, software and networks.
• Experience with troubleshooting and maintaining various operating systems.
• Experience with Microsoft O365 environment including SharePoint, OneDrive and Intune, Microsoft Defender, preferred.
• Flexible to work a varied schedule when needed, including nights, weekends, holidays, and extended hours.
• Able to work efficiently remotely when necessary.
• Able to sit, stand and utilize a computer for extended periods of time.
• Ability to bend at the waist, reach overhead and lift up to 50 lbs.
• Ability to physically navigate stairs and catwalks at SSE facilities during normal work hours and events.