Business Unit Description
AARP is a nonprofit, nonpartisan organization, with a membership of nearly 38 million that helps people turn their goals and dreams into 'Real Possibilities' by changing the way America defines aging. With staffed offices in all 50 states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands, AARP works to strengthen communities and promote the issues that matter most to families such as healthcare security, financial security and personal fulfillment. AARP also advocates for individuals in the marketplace by selecting products and services of high quality and value to carry the AARP name. As a trusted source for news and information, AARP produces the world’s largest circulation magazine, AARP The Magazine and AARP Bulletin.
Information Technology Solutions (ITS) is AARP's technology leader in positive social change and member value, enabling a more effective workforce and globally connecting employees, members, volunteers, partners and advocates to maximize engagement.
Analyst Reporting reports to the Director, Service Delivery.
The role is responsible for creating established reports, ad-hoc reports, maintaining the reporting structure and quality control of the data provided by outsourcing providers as well as internal teams. The Analyst assists in creating quality reporting requirements and ensuring they are met; evaluates randomly selected service delivery work items and monitors remediation plans and progress.
The Analyst collaborates closely with Service Delivery colleagues and other ITS stakeholders in End User Services and Customer Service teams to ensure that ITS strategic objectives and goals are met. A focus on optimization and service level management is required. The Analyst is expected to demonstrate moderate depth of expertise in desktop support, help desk, and escalation procedures.
Additionally this role requires the ability to balance tactical day-to-day initiatives with strategic initiatives. This position requires a basic degree of autonomy related to working across IT organization, within AARP business units, and with vendors, outsourcing partners, and others. This position requires a limited degree of innovation and conceptualization of moving the domain forward in terms of its IT agility, value and alignment with the business goals and the architectural standards established by the Innovation group.
Functional / Technical Skills: Possesses, refreshes, and maintains the highest level of information technology knowledge to ensure optimum delivery of technical solutions for AARP for today and tomorrow; translates this knowledge into technical plans that provide responsive products and services to support all operations and functions; can be relied upon for timely, quality decisions.
Customer Focus: Dedicated to meeting the expectations and requirements of internal and external customers. Gets first-hand customer information and uses it for improvements in products and services. Establishes and maintains effective relationships with customers and gains their trust and respect.
Composure: Is cool under pressure, does not become defensive or irritated when times are tough. Can be counted on to be professional during tough times; is not pushed off balance by the unexpected; is a settling influence in a crisis.
Dealing with Ambiguity: Can effectively cope with change and execute with minimal definition; has ability to create initial draft recommendations with incomplete requirements and facilitate further definition and modification in an interactive forum; can comfortably handle uncertainty and does not have to complete incremental definition items prior to moving on.
Priority Setting: Spends his/her time and the time of others on what is important. Can quickly sense what will help or hinder accomplishing a goal. Quickly zeros in on what is important and sets the less important aside; eliminates roadblocks; creates focus.
Organizational Agility: Knowledgeable about how organizations work; capable of getting things done both through formal channels and the informal network; understands the impact of cultures within organizations
AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.
Equal Employment Opportunity
AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.