职位介绍：
IT运营分析员的主要职责是确保公司日常IT系统的使用运作遵从标准章程及制度。在日常工作中能及时发现系统运行的缺陷、失败与低效因素，并通过创新最佳实践来创建解决方案从而达到提升公司的生产力与营收。
上海迪士尼度假区技术与数字信息团队正在寻找具有远见卓识、丰富工作经验、渴望学习成长，致力于提供优质产品，享受与业务伙伴紧密合作，共同应对战略策略挑战的团队成员。
工作内容：
您将负责与业务和技术方面的关注合作，以最大限度地改善产品和运营状况；
您将对于收到的服务支持需求，按要求录入相关的工单系统，按要求向上级反馈支持工作中存在的问题；判断问题的优先级并做好支持；
您将依据服务标准协议，提供令客户高度满意，体现技术专业性、精准和及时、有效的优质IT支持服务；
您将积极主动跟进团队需要负责的待处理工单，并主动承担待处理工单，通过电话、邮件，以及客户访问解决客户所上报的问题；
您将完成在日常运营工作中被安排的工作。
我们希望您：
拥有计算机科学、软件工程等工科类或相关专业学士学位，3年左右IT服务台运营、现场工程师、软件工程师等工作经验，熟悉常用客户端软件、硬件端的问题故障诊断；
熟悉IT呼叫中心操作流程优先；
熟悉ITIL和ITSM的概念和实践优先；
有Python、VB等脚本工具、Microsoft365尤其是Teams的使用经验优先；
熟悉ITSM运营工具，如ServiceNow, JAMF, SCCM, 微软活动目录和邮件系统(office365) 等的日常使用与管理；
具备强烈的好奇心驱动，乐于学习新技术；
有能力作为高效团队的一员在快节奏的工作环境中有效地工作；
能够在压力下，在截止时间内独立完成工作，按优先级别处理多项任务并准确地履行工作职责；
具备较强的组织和执行能力，在遵循工作法和严谨流程细节的前提下，能够主导流程的改进；
拥有突出的人际关系能力，注重与团队成员的交流，与内部和外部各层级组织的成员合作；
拥有突出的书面和口头沟通能力；
具有较强的分析和问题处理能力，能够为突发事件或复杂问题开发出创新备选方案的能力；
具备突出的处理机密信息的能力；
对娱乐业和旅游业充满热情；
中英双语读写熟练。
Job Summary:
The IT Operations Analyst’s primary duty is to ensure that companies are following compliance standards and regulations, and to seek out deficiencies, failures, and inefficiencies within the business model, and develop new best practices to create solutions to improve a company’s productivity and revenue making.
Shanghai Disney Resort Technology and Digital team seeks forward-thinking team members with accomplished professional experience who are passionate about delivering a quality product, desire to learn and grow, and enjoy working closely with business partners on both strategic and tactical challenges.
Key Responsibilities:
You will be responsible for working with business and technology concerns to maximize product and operational improvements.
You will enter the related work order system as required for the service support requirements received, and provide feedback to your supervisor on support issues as required; determine the priority of issues and provide good support.
You will provide a high degree of customer satisfaction, technical expertise, accuracy and timeliness, effective and efficient services following the established service level agreements;
You will proactively follow up on pending work orders that the team needs to be responsible for and take ownership of pending work orders, resolving issues escalated by customers via phone, email, and customer visits;
You will perform daily operational duties as required.
Desired Qualifications:
Bachelor's degree in Computer Science, Software Engineering, or related field, about 3 years' experience in IT service desk operation, Onsite support, software engineer, familiar with the problem handling of relevant client software and hardware.
Familiar with IT call center operation process is preferred.
Familiar with the concept and best practice of ITIL and ITSM.
Experience with Python, VB, Microsoft365, especially TEAMS is preferred;
Advanced knowledge of ServiceNow, SCCM, JAMF, Microsoft Active Directory, and Mail Systems (Office365);
Natural curiosity and desire to learn new technologies;
Ability to work effectively in a fast-paced environment as part of a high-performance team
Ability to work independently to meet deadlines, handle multiple priorities, and perform job responsibilities accurately under pressure and tight schedule;
Possess strong organization and delivery skills to balance work and lead process improvements using methodical and disciplined approach with attention to detail;
Possess strong interpersonal skills to interact in a team environment and collaborate with team members internal and external to the organization at all levels;
Possess strong written and verbal communication skills;
Demonstrated experience with analytical and problem-solving analysis with an ability to develop creative alternatives to resolving high priority incident or complex problems;
Demonstrated ability to handle confidential information;
Enthusiasm for the entertainment and travel industries;
Proficient in spoken and written Mandarin and English.