Senior IT Operations Analyst

Job Description

We have an exciting opportunity for a Senior IT Operations Analyst at UL Standards & Engagement, based in our Raleigh-Durham, NC, office. The Senior IT Operations Analyst will provide onsite support to research institutes employees and maintenance of IT equipment, including workstations, network equipment, IT communication systems, Audio/Video and cloud infrastructure. This role works closely with the IT leadership team to provide support, implement IT projects, and ensure the smooth functioning of the organization's IT system. The Senior Operations Analyst will work with executives, and PhD level scientists and participate on special project teams, which requires great communication skills.

What you'll learn and achieve:

As the Senior IT Operations Analyst you will play a key role in the rapid growth of UL as you: work and collaborate closely with IT Operations, IT Infrastructure and Service Management to ensure IT services are delivered on time and with quality.

• Diagnose and troubleshoot hardware or software failure in compliance with corporate IT standards and ITIL best practices.

• Act as the liaison with various vendors to repair or replace hardware, update software, and supports help-desk function for internal and remote users.

• User, groups and endpoint account administration and management.

• Provide onsite and remote supports to site scientific laboratories in integrating analytical and measurement instrumentation with data management systems and recommend new equipment and software for projects and data applications as needed.

• Provide technical assistance on workstations, servers, storage, and network system issues.

• Work with IT Infrastructure team to monitor network performance and proactively identify and address any related issues.

• Maintain and update documentation and knowledge base of the standard operating procedures and hardware configuration.

• Participate in on-call rotation and provide after-hours technical support as needed.

• Performs other duties as directed.

What you'll experience working at UL Standards & Engagement: We have pursued our mission of working for a safer, more secure, and sustainable world for nearly 130 years, embedding conscientious stewardship into everything we do.

People: Our people make us special. You'll work with a diverse team of experts respected for their independence and transparency and build a network, because our approach is collaborative. We collaborate across disciplines, organizations, and geographies to build the global scientific response that today's global challenges require.

Interesting work: Every day is different for us here. We see what's on the horizon and use our expertise to build the foundations of a safer future. You'll have the opportunity to push the boundaries of human understanding as part of a team working to advance the public good.

Grow and achieve: We learn, work, and grow together through targeted development, reward, and recognition programs.

Values. Four core values guide our work: collaboration, respect, integrity, and beneficence. By living our values, we inspire the trust essential to fulfilling our mission and foster the partnerships that enable us to pursue a beneficent future in which we all can thrive.

Total Rewards: All employees at UL Research Institutes are eligible for bonus compensation. We offer comprehensive medical, dental, vision, and life insurance plans and a generous 401k matching structure of up to 5% of eligible pay. Moreover, we invest an additional 4% into your retirement saving fund after your first year of continuous employment. Depending on your role, you may be able to discuss flexible working arrangements with your manager. We also provide employees with paid time off, including vacation, holiday, sick, and volunteer days.

What makes you a great fit:

While no one candidate will embody every quality, the successful candidate will bring many of the following professional competencies and personal attributes:

• Advanced experience managing users, licenses, and security policies.

• Demonstrated proficiency in mobile device management (MDM) and endpoint management using MS InTune.

• Proficiency in managing user accounts, groups, permissions, and security policies using Active Directory or EntraID.

• Advanced experience with Windows, macOS administration.

• Understanding of LAN/WAN, VPNs, and network troubleshooting.

• Familiarity with platforms like Microsoft Azure, AWS, or Google Cloud.

• Knowledge of cybersecurity best practices, threat detection, and incident response.

• Advanced ability troubleshooting hardware, software, and peripheral devices.

• Ability to write scripts (PowerShell, Python, Bash) to automate IT processes.

• Familiarity with ticketing systems like ServiceNow.

• Demonstrated proficiency with enterprise-level collaboration tools and productivity software.

• Ability to support AV systems and digital signage solutions.

• Ability to analyze, diagnose, and resolve complex technical issues while identifying underlying causes to prevent recurrence.

• Demonstrated ability and knowledge of computer systems including network infrastructure, servers, and workstation administration.

• Demonstrated ability to work independently in a complex technical environment.

• Demonstrated high level organizational and multi-tasking skills.

• Ability to work with executives, and PhD level scientists and participate on special project teams.

Professional education and experience requirements for the role include:

• Bachelor's degree in computer science or equivalent combination of education and experience.

• Minimum 2 years of experience in a similar role.

• Knowledge of PowerShell or scripting languages is a plus.

• Experience with ITIL frameworks or certifications (e.g., ITIL Foundation) is a plus.

• Certifications such as CompTIA Network+, Security+, or Microsoft certifications (MCSA, Azure Fundamentals, MS-102, MD-102) is also a plus.

About UL Research Institutes and UL Standards & Engagement

UL Research Institutes and UL Standards & Engagement are nonprofit organizations dedicated to advancing safety science research through the discovery and application of scientific knowledge. We conduct rigorous independent research and analyze safety data, convene experts worldwide to address risks, share knowledge through safety education and public outreach initiatives, and develop standards to guide safe commercialization of evolving technologies. We foster communities of safety, from grassroots initiatives for neighborhoods to summits of world leaders. Our organization employs collaborative and scientific approaches with partners and stakeholders to drive innovation and progress toward improving safety, security, and sustainability, ultimately enhancing societal well-being.

Our affiliate, UL Solutions, stands alongside us in working for a safer and more sustainable world. UL Solutions conducts testing, verification and certification, and provides training and advisory services, along with data-driven reporting and decision-making tools, for customers around the world.

To learn more, visit our websites UL.org and ULSE.org.

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