Operations Analyst

CDW

CTS Operations Analyst monitoring and supporting managed-services technology for CDW, a Fortune 500 technology solutions provider. Providing tier-1 support, incident analysis, and service improvements during overnight operations.

Posted 9/9/2026full-timeRemote • Illinois • 🇺🇸 United StatesJunior💰 $26 - $31 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates proficiency in operating and monitoring technologies for managed services, with a strong focus on customer service, effective communication, and process improvement. Capable of analyzing operational data to identify trends and enhance service delivery within defined SLAs and SLOs.

Highest-signal resume keywords

Information Technology ExperienceCustomer Service SkillsMonitoring Applications ExperienceHelp Desk Applications ExperienceMicrosoft Office Proficiency

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Information TechnologyOperational DocumentationIncident AnalysisService ImprovementProcess ImprovementTechnical SupportTroubleshootingSLA ManagementSLO ManagementKnowledge Transfer

Soft Skills

Collaboration SkillsAttention to DetailAdaptabilityCommunication SkillsAccountability

Tools & Technologies

ScienceLogicNimsoft Unified ManagementAutomateServiceNowService Desk ExpressRemedyHeat

Certifications & Qualifications

Associate Degree in Computer ScienceManagement Information SystemsInformation TechnologyEngineeringMathematics

Industry Keywords

Managed ServicesOperational DataService RecoveryCustomer Environment ChangesSupport Processes

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Perform technical tasks related to operating and monitoring assigned technologies for managed services customers
Collaborate with customers, suppliers, and employees to prioritize and deliver services meeting business needs
Deliver services within defined SLAs, SLOs, and security/compliance requirements
Complete daily operational documentation and transfer knowledge to the next shift
Provide tier-1 support through telephone, email, and web portal
Resolve and document issues using the appropriate ticketing application; escalate issues to Managed Services Engineers when appropriate
Complete assigned customer workload, including investigating issues or monitoring events and assigning resources
Communicate issues to customers in a timely and effective manner
Interface with customers, managed services staff, and third-party vendors to resolve issues
Analyze incidents, problems, opportunities, reports, and operational data to identify trends and service-improvement opportunities
Review and improve operations business processes and support documentation
Engineer tactical and strategic solutions focused on simplicity and ease of use
Partner with stakeholders to create and streamline support processes
Enable and lead change, service recoveries, projects, and coworkers
Communicate process changes, customer environment changes, and managed services project information to team members and management
Identify and communicate process improvement opportunities involving documentation, workflows, coverage models, tools, and technology

Requirements

What you’ll need

Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field, plus at least 6 months of Information Technology work experience
Requirement may be fulfilled via completion of the CDW Academy program
Alternatively, 2 years of college coursework in a technical field plus at least 6 months of Information Technology work experience; this may also be fulfilled via completion of the CDW Academy program
Willingness to work other shifts, including weekends, holidays, and overtime
Accountability and result orientation
Attention to detail
Collaboration skills
Adaptability and flexibility when dealing with people and unexpected situations
Ability to multitask and work under minimal supervision
Proficient verbal and written communication skills
Excellent customer service skills
Ability to establish positive working relationships and work as a team player
Proficiency in Microsoft Office, including Word, Excel, PowerPoint, and Outlook
Experience with monitoring applications such as ScienceLogic, Nimsoft Unified Management, Automate, or similar
Experience with help desk applications such as ServiceNow, Service Desk Express, Remedy, Heat, or similar
Experience in a managed services environment is a plus

Benefits

Comp & perks

Benefits overview available at https://cdw.benefit-info.com/
Salary ranges may be subject to geographic differentials
AI-fluent workplace with opportunities to engage with evolving technology and tools
Equitable, transparent, and respectful hiring process
Collaborative environment where growth is supported and contributions are valued