IT Operations Analyst at Zoom Video Communications

| Greater Denver Area
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In this role you will focus on generating, conducting and delivering operational performance reports and analysis to help our Management team gain insights and make data driven decisions to improve IT services requests. You will have the opportunity to identify the operational need, knowledge gap, and training opportunities. At Zoom we have the ability to deliver market-shifting features in our platform. At the same time our team moves fast, continuously improves, and delivers results. You are joining a fast paced team that delivers and enables employees with the tools they need to be successful at Zoom. This position is located in Denver, CO and will require working in the office.

Job Responsibilities

  • Collect, review and analyze IT Support tickets data to provide insights of the IT Operations to improve and meet SLA, KPI and Compliance requirements

  • Generate daily, weekly, monthly, and quarterly operational reports and analysis to monitor performance and utilization of IT Support services.

  • Regularly collect and examine data to identify trends to provide support teams the information they need to resolve common or recurring issues at the root level.

  • Use data to identify performance related issues and recommend action plan or corrective action for improvement

  • Mining data from official sources, then reorganize the said data in a format read by human or machine

  • Using statistical tools to interpret data sets, paying particular attention to trends and patterns that could be valuable for diagnostic and predictive analytics efforts.

  • Preparing reports for the leadership that effectively communicate trends, patterns, and predictions using relevant data

  • Creating appropriate documentation that allows stakeholders to understand the steps of the data analysis process and duplicate or replicate the analysis if necessary.

  • Actively participate and work with IT Management and Team Lead to review and audit activities that would help address process gaps or compliance issues.

  • Provide post-mortem analysis of escalated tickets to be able to review support flows & processes

Qualifications

  • Bachelor degree in Data Science or Business Analytics or equivalent work experience

  • Minimum 5 years relevant experience in IT or similar technical operational role(s) with at least 3 years functional experience with IT or Technical Support Operations environment.

  • Excellent written and verbal communications with ability to communicate technical information in a clear and concise manner to both technical and nontechnical personnel

  • Strong Windows and Mac OS, network and applications troubleshooting skills

  • Comfortable working with data to be able to provide summary and commentary or observations based on analysis

  • Demonstrated understanding of technical and customer support operating structure, processes and analytics

  • ITIL training or certification preferred


Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.

Explore Zoom:

  • Hear from our leadership team

  • Browse Awards and Employee Reviews on Comparably

  • Visit our Blog

  • Zoom with us!

  • Find us on social at the links below and on Instagram

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Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • Shell/BashLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • HiveDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • AWSDatabases
    • SalesforceCRM
    • ClariCRM
    • OutreachEmail
    • KnowledgeTreeEmail

Location

We are located North of the DTC area. Just a short drive away you can find trendy restaurants, bars, and the Cherry Creek Reservoir!

What are Zoom Video Communications Perks + Benefits

Zoom Video Communications Benefits Overview

Zoom offers a wide range of benefits and perks to ensure our employees feel supported, enriched and cared for including free books, a wellness credit of $300 per month, and a multitude of Zoom-sponsored activities and celebrations to help you Work Happy.

To deliver this happiness to our employees, Zoom employs above-market and progressive compensation programs. At Zoom, we believe this is achieved through analyzing total direct compensation holistically. We offer all employees equity, allowing them to become owners who are vested in and benefit from the long-term success of the company.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
The Happy Crew is comprised of around 150 volunteers globally that deliver happiness internally to Zoom Employees!
Open door policy
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Employee Resource Groups include Veterans and [email protected] with more on the way!
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Mentorship program

Additional Perks + Benefits

Zoom listens to its employees. We’re growing and want our employees to be as happy as possible. One way we deliver this happiness is by continually building our benefits programs to best fit the wants and need of our employees. We also hold monthly Zoom Meetings with the whole company and our CEO Eric Yuan himself addresses questions or concerns submitted by employees. If you want to feel heard and appreciated join us in our ever evolving company and product!

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