Rimini Street - IT Operations Analyst & Automation Engineer

Position Summary :

We are seeking a measurement first, automation focused IT Operations Analyst who will lead a measure before we act discipline and collaborate closely with Network, Systems, Cloud, Service Desk, and Desktop Engineering.

This role is central to our strategy of reducing cost per service, improving service quality, and driving operational efficiency through Instrumentation, automation, KPI-driven insights, cross-functional collaboration, that produce compelling business cases to drive departmental continual improvement projects.

The ideal candidate will identify opportunities to automate repeatable tasks, develop low-code/no-code solutions, contribute to service documentation, and support strategic IT initiatives.

This role will also play a key part in aligning desktop support with IT systems to foster innovation and shared solutions.

Key Responsibilities :

- Measurement First Accountability Lead a culture of measure before we act in Operations.

- Define and maintain KPIs across ServiceNow, reliability, cost to serve, and customer sentiment; own instrumentation, dashboards, and cadence reporting so decisions and changes are backed by data and clear business cases.

- ITSM & Problem Management -Participate in Post-Incident Reviews (PIRs) and problem management activities.

- Collaborate with engineering teams to research and develop long-term solutions.

- Automation & Shift-Left Enablement Identify repeatable tasks and automate them using Power Automate, Copilot Studio agents, or scripting tools (PowerShell, Python).

- Build and maintain AI agents and low-code/no-code solutions to reduce time and cost per action.

- Research support activities and develop shift-left strategies to reduce ticket volume and improve self-service.

- Knowledge & Process Improvement Contribute to internal knowledgebases to support shift-left and improve service quality.

- Document IT processes and services to support service catalog and accountability initiatives.

- Asset & Configuration Management Assist in automated collection and reporting of IT assets and CMDB data.

- Maintain accurate configuration records and asset inventories.

- Cloud Resource Management Monitor and maintain taggable resources in hybrid cloud environments to support cost transparency and governance.

- KPI & Cost Metrics Define, generate, and maintain cost-to-serve metrics for IT services.

- Develop dashboards and reports for IT Ops KPIs using Excel, Power BI, or similar tools.

- Strategic Participation Contribute to IT roadmap and strategy discussions, especially where infrastructure and operations intersect with business goals.

- Vendor & Tooling Research Research new vendors and tools for IT Operations and build business cases for potential transitions.

- Support strategic partnership evaluations and cost-benefit analyses.

Required Skills :

- 3 to 5 years of work experience in:

- Data & Reporting : Advanced Excel, Power BI, KPI development, cost modeling.

- Automation : Copilot Studio agents, Power Apps, Power Automate, scripting (PowerShell, Python) or other AI automation tool sets.

- ITSM & CMDB : ServiceNow reporting, SharePoint, Smartsheet or similar platforms.

- Process & Documentation : Process mapping, knowledgebase contribution, ITIL familiarity.

- Cloud & Infrastructure : Cloud tagging best practices, hybrid cloud awareness.

- Business Acumen : Vendor research, business case development, cost analysis.

- Collaboration : Strong communication, cross-team coordination, project participation.

- Dive in and figure things out : a proven ability to figure out new tools and a drive to do so.

Preferred Qualifications :

- Experience in a global IT operations or support environment.

- Familiarity with ITIL practices and service catalog development.

- Exposure to hybrid cloud environments (Azure preferred).

- Experience with automation platforms and low-code tools.