IT System Operations Admin at Blackbaud

| Austin
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About the role:

The IT Operations Center acts as the starting point into Blackbaud Operations, managing incoming service requests and incidents for Blackbaud’s 45,000+ clients. Detail-oriented and disciplined, the IT Operations Analyst is focused on service request completion, incident detection and resolution, and providing excellent customer service in a dynamic & fast-paced environment. The ideal candidate is well versed in ITIL, a great communicator, and able to translate technical knowledge into actionable direction.

The Operations Center is a 24x7x365 environment and operates on 3 shifts. Evening, overnight, weekend and holiday work is required.

No Relocation Assistance is available for this role

What you’ll be doing:

  • Manage ticketing queues and engages in proactive monitoring of Blackbaud’s hosted infrastructure and applications
  • Investigate, diagnose, and take prescribed actions on all operational events, alarms and incidents
  • Execute on Incident response with relentless initial focus on restoration of service, followed by a drive to ensure the root cause of problems are identified and resolved permanently
  • Maintain operational logs all alerts and requests, recording and classifying all related messages; maintain all operational data collection procedures, mechanisms and tools
  • Maintain operational documentation including knowledgebase articles
  • Accurately escalate incidents and service requests beyond the scope or responsibility of the Ops Center
  • Maintain response and resolution of cases/tickets received in queue against established Service Level Objectives
  • Communicate status of requests and incidents with requestor or relevant stakeholders

What we’ll want you to have:

  • Must be able to work various shifts including evenings, overnights, weekends and holidays
  • Bacherlor's degree or equivalent professional experience
  • 3+ years of previous experience supporting technical, system, and/or network operations
  • Knowledge of ITIL required, ITIL Foundations certification preferred
  • Experience responding to events in multiple environments including Linux OS, Windows OS, or Citrix XenApp environments as well as cloud platforms such as Amazon Web Services, Microsoft Azure and VMware VSphere cloud platform
  • Practical experience with running scripts in PowerShell, Perl, Python, TCL/TK, Ruby or equivalent technologies required
  • Experience troubleshooting/altering or writing complex automated scripts in Powershell, Perl, Bash, TCL/TK, Ruby or equivalent technical preferred
  • Experience working with and maintaining confidentiality of sensitive data and information
  • Ability to self-manage work and complete related projects independently or as part of a team
  • A “customer-first” mindset in taking ownership of daily operations of the team, focused on operational effectiveness while meeting SLA/OLAs


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