The Technology Operations Analyst is responsible for working and liaising with AGS Program Office (PO) Teams to successfully sustain and evolve the technologies critical to the success of AGS client programs. This position includes developing a strong partnership, expertise, and oversight with specific Technology Partners, to ensure they strive for world class service and remain committed to continuous improvement in their products and services to help AGS achieve both short-term and long-term Client business objectives.
This position will be recognized as the technical subject matter expert for the specific technology. Analyze reoccurring technology incidents and identify areas of operational efficiencies for program improvements and growth to provide strategic consultation or resolution to AGS PO, Clients, and Technology Partners. This role is an AGS Technology Operations strategic position meant to drive significant improvements in PO processes, technologies, operations, efficiencies, and profitability.
Responsibilities
- Support new user administration, including internal and external user provisioning
- Maintain internal and external process documentation to support user provisioning
- Support user security updates, including user role permissions and Identity management
- Understand the business operations, goals, and strategies of all POs for their assigned VMS technology and contribute to their success.
- Works closely with Technology Partners to align and lead them toward AGS Client objectives, account goals, and priorities.
- Acts as the escalation point for the POs about the VMS technology.
- Collaborates with other Professional Services team resources to serve our POs and Clients better.
- Establishes open communications with Technology Partners and PO teams.
- Provides best-in-class solutions and expertise for all technology support processes, incidents, and service requests.
- Is consulted and supports the Technology Operations workstream for new program implementations, technology implementations, and program expansions.
- Leads the planning, facilitation, and communication activities for significant technology releases for assigned accounts to ensure quality.
- Overall oversight for all technology service requests (enhancements, configuration changes, etc.) for their specified technology accounts to ensure appropriate levels of documentation, planning, vetting, prioritization, and testing to ensure quality implementation.
- Facilitates and participates in Client meetings around VMS technology issues, demos, or future service requests as required by the PO.
- Conducts Operational Assessments with the Technology Partner and PO on identified Client accounts. Responsible for driving agreed-upon deliverables.
- Analyze overall incidents and service requests to identify gaps in functional areas to drive problem resolution for items identified
