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ITSM Support Analyst

  • Location: City of Mediapolis, 50392
  • Salary: 40.55
  • Job Type:Contract

Posted about 2 months ago

Long-Term Contract Opportunity with a FULL suite of benefits!
Come work for this award-winning retirement and global asset management leader, helping people and businesses navigate a wide range of financial products and services, including retirement, investment services and insurance.

Position: ITSM Support Analyst
Location: Des Moines, IA/With onsite requirement
Term: 6 months
Day-to-Day Responsibilities:
  • Manage and administer the operational or administrative activities within Operations.
  • Provide technical expertise in development, maintenance, and recommendations of systems and software.
  • Responsible for monitoring, maintaining, and providing technical support for systems infrastructure.
  • Provide leadership in areas of expertise throughout all phases of the system life cycle. Participate in quality improvements, and actively involved in strategic planning.
  • Oversee team to ensure teams provide beneficial results for the business. Leverage metrics to support decision making.
  • Look for, and encourage team to look for, opportunities to collaborate with internal business partners to enhance partnership opportunities.
  • Ensure consistent execution of ITSM and operational processes for the enterprise.
  • Encourage team to consistently provide excellent customer service.
  • Provide infrastructure expertise to maximize effectiveness.
  • Identify projects/initiatives for continuous improvement of technology operations. Recommend and/or assign key subject matter experts and drive activities to ensure execution.
  • Provide coaching and mentoring to team members. Provide feedback concerning completeness, accuracy, reliability and testability of systems.
  • Leader of shift on weekend days, responsible for ensuring the operational work is performed successfully and completely. Will be pulled in to perform any of the work based on need. Will also have major incident manager responsibilities, including collaboration with internal customers to restore service and communicate impact.
  • Weekdays, will rotate between major incident management, providing operational expertise, and other strategic areas of focus.
Is this a good fit? (Requirements):
  • Associate's degree in computer related field or equivalent work experience.
  • 6+ years of experience as an IT professional.
  • Must be familiar with data center operation functions such as scheduling tools, automated operations, TSO, and JCL.
  • Advanced computer skills required.
  • Major incident management experience.
  • Batch job processing.
  • Must have excellent planning/organizational, problem-solving, analytical, and communication skills, as well as basic presentation, decision-making, and general math skills.
  • Must be able to maintain accuracy and confidentiality.
  • Basic leadership skills, operations and shift work required.
Even better if you have:
  • Proficiency in Spanish.
  • Mainframe experience.
  • NOC (network operations center) experience.
  • Knowledge of rerun resolution procedures and cycle workflow.
  • Basic knowledge of insurance and financial services products.
  • May require knowledge of high-speed laser printers, and inserting equipment in a variety of print streams.
  • May require some travel, including overnight stays.
  • May be required to provide on-call support and work off-hour shifts and holidays.
  • Time management and negotiation skills.
About our client
Our client is a global financial company with 18,000 employees passionate about improving the wealth and well-being of people and businesses. In business for more than 140 years, it has helped more than 38 million customers plan, insure, invest, and retire, while working to support the communities where it does business, improve our planet, and build a diverse, inclusive workforce. Discover, grow, and thrive as part of a team that supports you

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.

For hourly W2 contract roles MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options.  Please see for more information.

For direct hire placement with our clients, benefits would be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.