Service Operations Analyst II

Together we make breakthroughs possible.   At OCLC, we build technology with a purpose: to connect libraries and make knowledge accessible worldwide, because we believe that what is known must be shared. Our teams work with complex global datasets, AI and machine learning, hybrid cloud solutions, and other technologies that connect people and organizations to the information they need. We value the power of unique perspectives and experiences to unlock innovation. At OCLC, your ideas matter, whether you have two years of experience or 20. You’ll learn, create, and problem-solve with technologists, product developers, librarians, researchers, marketing pros, and support teams around the world.   Why join OCLC?   OCLC is consistently recognized as a best place to work by several independent programs. We recognize and reward people and results with a comprehensive Total Rewards package. This means competitive compensation that reflects your unique contributions—performance, experience, and skills—along with exceptional benefits, including best-in-class health coverage, retirement plans with generous company contributions, and a commitment to your overall well-being. We know the best ideas don’t always happen at a desk. Take a walking meeting around our 100-acre campus or enjoy lunch on the patio. We’re committed to your success—both personally and professionally. Hybrid work environment: For many roles, three days a week on-site, with occasional additional days based on business needs.  Free use of our on-site fitness center, gym sports, group exercise classes, and game room  Onsite catering and cafeteria subsidized by OCLC  Health and wellness events  Work environments with individual and team spaces and the latest technology tools  Paid parental leave and adoption assistance  Tuition reimbursement and Public Service Loan Forgiveness eligibility  Company-subsidized pricing on local tickets and memberships  Join us in transforming how people everywhere access information and be part of a mission-driven team that makes a global impact.  The job details are as follows: The major purpose of the Service Operations Center (SOC) Analyst at OCLC is to monitor and control the member facing online services that OCLC provide for its customer’s use. In addition, the SOC is charged with monitoring and controlling the internal systems and services that OCLC provides for employee use. The expected service delivery outcome of this monitoring and controlling activity is the assurance that all services are functioning as expected to deliver business value, and that when they are not functioning as expected, issues are quickly identified and re mediated. In support of this outcome the SOC operates 24x365 to provide coverage across time zones and geographic regions. The SOC is always on duty. Members of the team are expected to occasionally assist with shift coverage outside their normal schedule in support of project and business needs. Members of the SOC team are expected to have the operational skills, the technical knowledge, and the supporting professional competencies to effectively work with other OCLC staff members and with external customers. Members of the SOC must be able to collaborate effectively under stress and they must also possess very good verbal and written communications skills. Cross team collaboration occurs as needed, to ensure the availability and quality of systems and services OCLC provides. The OCLC product set changes rapidly in response to customer demand, so does technology generally. Members of the SOC must constantly be able to reinvent themselves and learn new things that are applicable to the core SOC business function. Core SOC functions align with the following Information Technology themes Monitoring Communication Issue Resolution Incident Management Execution of change activities Continuous improvement Because what is known must be shared: We will know the health of OCLC services at all times and we will share that information with whomever needs it to support business objectives We will identify and manage any crisis that needs attention today but we will always remember to pursue a better tomorrow We will do this by developing the people, tools, and teams that support the OCLC mission through collaboration with all stakeholders We will change without fear as often as needed to achieve company goals Responsibilities: Monitoring –  The SOC Analyst is responsible for front line, real time, 24x365 monitoring and functional service verification as part of a shift team. This work is accomplished using a variety of OCLC provided tools and manual processes that give visibility into the health of services, systems, scheduled batch job flows, and supporting technology infrastructure. This role is responsible for continuity of data recovery by ensuring that data is backed up and sent off site as defined in the operational support plan. The SOC Analyst is also responsible for the monitoring and physical security of each of the data center floors including the tenant’s space. The role monitors daily job schedules and verify that jobs complete successfully, taking corrective action to fix the problems as needed. At this grade a SOC Analyst is expected to show competency within multiple major monitoring tooling systems. They are expected to be able to investigate incoming events as required to determine if they are actionable with minimal supervision. The SOC Analyst II should have moderate understanding of how OCLC monitoring relates to our products and user experience. Communication –  Using business appropriate written and verbal tools, and professional content, the SOC Analyst is expected to effectively collaborate with other employees from diverse backgrounds and experiences to achieve desired business outcomes. Communication with peers, customers, and partners will occur using a variety of OCLC provided voice and data tools.