Willis Towers Watson Production Operations Analyst in Tampa, Florida

Production Operations Analyst

Date Posted: June 8, 2018


Not ready to Apply? at https://willistowerswatson.avature.net/WTWTalentNetwork


As a Production Operations Analyst you will play a key role in supporting and monitoring the production environments across the enterprise. In this position you will support the batch environment using state of the art job scheduling software and monitor the production environment using advanced tools such as Neustar WPM, Check MK and AppDynamics. You will also be an active participant in following ITIL processes such as Incident, Change and Problem Management.

The Role

  • Develop understanding of the Acclaim platform; a SaaS based end to end Consumer Directed Healthcare solution. This solution was developed in-house and is designed to manage reimbursement administration for a multitude of different reimbursement plans including HSA (Health Savings Accounts), FSA (Flexible Spending Arrangement / Accounts), HRA (Health Reimbursement Arrangement) and other consumer driven healthcare reimbursement type accounts.

  • Coordination of IT Event Management, Incident Management, Problem Management, and Availability Management.

  • Create, review, and distribute daily, weekly, and monthly reporting on systems performance, capacity, and availability.

  • Management of client communications regarding incident management and system performance issues. This includes the creation of RCA documents for business understanding.

  • Creation of system performance and capacity metrics for management reporting.

  • Manage service availability via internal and external tools, incident escalation and management via documented processes.

  • Ensure problem resolutions are evaluated cross-functionally and implemented in a manner which is consistent with a process improvement mindset.

  • Track and document daily work tasks/ issues and communicate them with the rest of the team.

  • Work with third-party maintenance, facility staff and service providers to identify, report on and escalate customer affecting network, hardware and software issues in a timely manner.

  • Work with job scheduler reviewing documentation and approving the promotion of jobs from tier to tier.

  • Monitor Acclaris environment using provided tools and implement event and incident management processes when necessary.

The Requirements

Required Skills

  • 3-5 years of experience in an IT systems support role

  • Excellent oral and written communications skills.

  • Able to work independently.

  • Knowledge of basic ITIL principals (Incident, Event and Problem Management).

  • Ability to understand system performance metrics and analyze root cause sources.

  • Proficiency with Job Schedulers such as Stonebranch UAC, CA Autosys, etc.

  • Proficiency with monitoring software such as OEM, New Relic, Nagios, Check MK, etc.

  • Proficiency in Microsoft Office products.

  • Previous experience working in data center operations/network operations center.

  • 2 years of reporting experience with IT metrics.

Desired Skills

  • Experience with process design

  • Experience in a SaaS / hosting service provider model

Education, Experience, and Certifications

  • Bachelor’s Degree in Computer Science, Information Systems or other related field desired, or 2 additional years of experience in place of Bachelor’s degree.

  • ITIL v3 Foundation Certification.

The Company

Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at willistowerswatson.com.

Willis Towers Watson is an equal opportunity employer

Willis Towers Watson is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Equal Employment Opportunity: Know your rights. at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

Unsolicited Contact: Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer.


Not ready to Apply? at https://willistowerswatson.avature.net/WTWTalentNetwork


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  • Location:Tampa, FL, US

  • Date Posted:June 8, 2018