UNUM A/V Operations Support Analyst in Columbia, South Carolina

Job Posting End Date: 04/26

Unum is a company of people serving people. As one of the world's leading employee benefits providers and a Fortune 500 company, Unum's financial protection benefits help protect more than 33 million working people and their families from the financial impact of illness or injury. Unum's three distinct, but similarly focused US businesses – Unum US, Colonial Life, and Starmount Life – are each a market leader in making disability, life, accident, critical illness, dental, and vision insurance accessible in the workplace.

Headquartered in Chattanooga, Tennessee, Unum has significant US operations in Portland, Maine, Worcester, Massachusetts, and Glendale, California with over 35 field offices nationwide. Colonial Life is headquartered in Columbia, South Carolina with over 40 field offices nationwide. Starmount Life is based in Baton Rouge, Louisiana, and is the dental and vision center of excellence for Unum in the US.

General Summary:The Operations Support Analyst is responsible for delivering business value to its customers by supporting infrastructure services, systems and technologies. Under general direction they perform software and/or hardware configurations/testing/implementations to meet operational objectives and respond to Service Requests/Incident calls for technical assistance including research and resolution. They follow previously established processes and procedures and contribute/suggest changes of those policies and procedures for continuous improvement purposes. Work is of a simple to moderate complexity and requires a thorough understanding of one or more technical services. This position is coached by a Technology Capability Manager and requires regular oversight from Senior Operations Support Analysts, Operations Engineers, Service Managers and Project Leaders. This position operates at the tactical level and guides customers through the use of appropriate infrastructure services. A Operations Support Analyst is expected to be proficient in one or more of the following services:•Desktop Infrastructure and End User Environment •Unified Communications Maintenance and Refresh •Rich Media Maintenance and Refresh•EUS Request Fulfillment•Workstation & Printer Maintenance and Refresh•Enrollment Laptop Support, Maintenance and Refresh •ITIL Process Guidelines as defined at Unum (e.g. Change, Incident, Problem, Knowledge, etc.)•Batch Command Center – UK•Access Provisioning – UK•Outlook Administration – UK•Software License Management – UK•Backup Solution Management – UK

Principal Duties and Responsibilities

  • Partners with Technology Capability Manager(s), Senior Operations Support Analyst(s), Operations Engineer(s) and Service Manager(s) on the operational aspects of associated services to meet or exceed committed service levels.

  • Executes the operation, reporting and continuous improvement of the services/functions required to deliver and support infrastructure services and products to meet the needs of the business.

  • Performs processes to ensure the stability, capacity and performance of associated services/functions. Addresses/adjusts services as needed to maintain or exceed service levels to business.

  • For accountable services, partners with the Global Services organizations responsible for ITIL Service Management based processes associated with Incident, Problem, Change, Availability, and Release Management.

  • Works as part of a team that leverages agile approaches to meet business needs at an accelerated pace.

  • In partnership with Senior Operations Support Analyst identifies, documents and resolves infrastructure issues affecting computing service users.

  • Under general direction develops and implements technical solutions for issues that are of a simple to moderate complexity.

  • Understands the existing departmental/unit/functional processes and procedures.

  • Understands workflow, process inputs and outputs, dependencies, etc. specific to the job role.

  • Organizes time and information in a manner conducive to a high level of personal productivity; ability to multi-task in an environment driven by time-constrained deliverables.

  • Adapts to change and works effectively in a dynamic environment.

  • Performs other duties as assigned.

Job Specifications

  • Bachelors Degree preferred or equivalent experience

  • Working knowledge of Corporate, Industry, Professional Standards, e.g. ITIL, and Agile methodology.

  • Follows established processes and procedures for incident/problem solving and pays close attention to detail.

  • Self motivated, results oriented and has strong organizational skills.

  • Demonstrates strong focus on quality delivery and delighting customers; holds self to high standards of delivery

  • Demonstrates good oral and written communication skills.

  • Strong team player; able to work effectively within a team and more broadly with people from a variety of backgrounds and areas across the organization.

  • Has sufficient technical knowledge and practical experience on incident resolution and standard operating procedures.

  • Rapidly wins respect from both clients/users and professional colleagues and develops a reputation for sound judgment and effectiveness in a variety of organizational cultures.

  • Proactive and analytical thinking and problem solving skills

  • Ability to adapt to changing work priorities in a fast-paced environment while maintaining a positive, professional attitude.

Additional Description:

  • Operational support of Unum’s on-premise server infrastructure/software and client software for the following technologies in priority order:

  • Skype for Business 2016 and client versions for Lync 2010

  • Adobe Connect voice and web conferencing software

  • Polycom RealPresence Desktop software

  • Crestron device usage

  • Webcasting software

  • Incident ticket troubleshooting and resolution for the above technologies

  • Ongoing education for end user population as it comes to proper usage of conference rooms, team rooms, and huddle rooms

Skills needed:

  • Excellent customer service skills which will include both written and verbal communication to end users when responding to incident tickets or service requests.

  • Good troubleshooting skills. Able to translate end user information into technical activities to resolve incidents

  • Ability to handle high stress situations when resolving conference room issues with people at all levels of the company

  • Ability to handle and resolve multiple incidents against multiple technologies based on Incident and service level agreements by priority of ticket.

  • Professional demeanor for the planning, producing, and executing larger meetings (aka live events)

Unum and its family of businesses offer world-class training and development, generous compensation and benefits packages, and a culture built on employee ideas.

Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.



A Fortune 500 company, Unum’s family of 10,000 employees spans three countries and dozens of office locations. Our employees focus each day on delivering financial protection benefits to millions of workers and their families when they need it most.

The Unum enterprise includes Unum in the U.S. and U.K., Colonial Life and Starmount Life Insurance – each a market leader in making disability, life, accident, critical illness, dental and vision insurance accessible in the workplace.