IT Operations Analyst
Kansas City, Missouri, United States of America
Information Technology
2500W9
IT Operations Analyst
Kansas City, Missouri, United States of America
Information Technology
2500W9
Working at Lockton
At Lockton, we’re passionate about helping our people achieve their ultimate potential. Our people are curious, action-oriented and always striving to make ourselves and those around us better. We’re active listeners working to ensure understanding and problem solvers developing innovative solutions. If you can see yourself delivering excellent service to clients, giving back to our communities and being a part of our caring culture, you belong here.
Business unit
Lockton Management, LLC
Schedule
Full-time
Lockton Benefits Offerings
Click Here
Workplace
Hybrid
Your Responsibilities
The Operations Analyst reports to the AVP Zone Leader and is a key member of the global IT Operations team. The IT Operations Senior Analyst will provide support for all engineering pillars and operating properties across the globe. This role involves managing global systems environments, working with engineering leaders across the globe to address issues, and driving efficiencies in the operating model. The Senior Analyst will collaborate with various departments to ensure seamless operations and support scalable operations to meet company growth.
This role supports the Operations Zone Leader in ensuring operational excellence across the globe and must continue to adjust and support scalable operations to meet aggressive company growth. This role works closely with our global engineering teams including our Global Capability Center, who runs and maintains the majority of Lockton’s global infrastructure estate and services, to ensure seamless operations across all time zones, 24 hours a day x 7 days a week x 365 days a year.
Operational Responsibilities
- Work closely with Sr analyst and Zone Leader to identify work which can be aligned with Service Desk and ability to increase first call resolution, minimizing tickets escalated to engineering
- Work with Zone Leader in defining best ITSM practices, problem management and process improvements
- Drive efficiencies in the Agile, KANBAN and operations processes and champion changes within the engineering organization
- Participate in the creation of a yearly roadmap that is aligned with the overall IT strategic direction and ensure the work processes are adapted to meet goals
- Supply timely feedback on operational problem management findings, drive problem management process improvements
- Implement and manage efficient operational processes and standards as measured by key performance indicators, including Operations Data Platform dashboards defined for all level of the leadership across the globe
- Create strong and trusted relationships with IT Engineering teams and security to ensure risk compliance and reporting
- Coordinate in-country service desk communications
Qualifications
- Minimum of 3 years' experience in technology operations
- Minimum of 2 years' experience working in a global operations environment
- Ability to translate business needs into technology solutions
- Ability to translate technology outcomes into specific process improvement and automation opportunities
- Ability to develop rapport and strong relationships with engineering teams and project managers
- Problem-solving mindset and analytical skills
- Willingness to travel within the zone in question
Preferred Skills and Experience
- Diverse background across technology
- Excellent communication, interpersonal and consultative skills to work effectively with peers, and IT management and staff, across all levels of the organization
- Willing to be hands-on digging into problems, processes to help drive innovation and evolution
- Open-minded, self-starter with a passion to learn and drive solutions and/or resolution to problems
- Proven ability to help drive change across teams
Equal Opportunity Statement
Lockton Companies is proud to provide everyone an equal opportunity to grow and advance. We are committed to an inclusive culture and environment where our people, clients and communities are treated with respect and dignity.
At Lockton, supporting diversity, equity and inclusion is ingrained in our values, and we believe that we are at our best when we fully embrace everyone. We strive to cultivate a caring culture that learns from, celebrates and thrives because of our breadth of differences. As such, we recognize that recruiting, developing and retaining people with diverse backgrounds and experiences is vital and enabling our people to thrive personally and professionally is critical to our long-term success.
About Lockton
Lockton is the largest privately held independent insurance brokerage in the world. Since 1966, our independence has allowed us to serve our clients, take care of our people and give back to our communities. As such, our 12,500+ Associates doing business in over 140 countries are empowered to do what’s right every day.
At Lockton, we believe in the power of all people. You belong at Lockton.
How We Will Support You
At Lockton, we empower you to be true to yourself in all that you do. Your success is our success, and we provide opportunities to help you grow and create a rewarding career path, however you envision it.
We are ready to meet you where you are today, and as your needs change over time. In addition to industry-leading health insurance, we offer additional options to support your overall health and wellbeing.
No Agencies Please
Any Employment Agency, person or entity that submits an unsolicited resume to this site does so with the understanding that the applicant's resume will become the property of Lockton Companies, Inc. Lockton Companies will have the right to hire that applicant at its discretion and without any fee owed to the submitting Employment Agency, person or entity. Employment Agencies, who have fee Agreements with Lockton Companies must submit applicants to the designated Lockton Companies Employment Coordinator to be eligible for placement fees.
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My journey at Lockton Affinity has been one of growth, innovation, and collaboration. From my early days as a rater in the Operations department to my current role overseeing complex programs, I've had the privilege of working with talented colleagues and contributing to meaningful projects. Lockton Affinity stands out for its commitment to customized solutions, exceptional service, and a culture that empowers associates to make a real impact. Here, I share my experiences, insights, and the moments that have defined my career at Lockton Affinity. -- After graduating from Kansas State, I was eager to begin my career with a company that valued growth and innovation. Lockton was the first company that came to mind in Kansas City, and it ended up being the only place I applied. Following a phone interview and an in-person meeting, I was fortunate to be offered a position. I started my career at Lockton as a rater in the Operations department, supporting program business across multiple carriers, rate systems, and lines of coverage. I was later promoted to team lead, where I managed a small team focused on delegated program business. In that role, I concentrated on driving process improvements and operational efficiencies to help streamline team workflows and enhance overall performance. After several years, I transitioned into leading our backroom operations team, responsible for issuing thousands of policies and certificates for PEO workers’ compensation programs and a large fleet auto program. This role allowed me to take a more strategic approach—identifying opportunities to optimize systems and implement solutions that delivered measurable time and cost savings. During this time, I was promoted to Assistant Vice President. Two years ago, I made a significant shift to the client side. After over a decade in process-driven roles, I now oversee the success of several complex programs, working closely with carrier and program partners while ensuring our internal teams deliver the high level of service Lockton is known for. Though I no longer have direct reports, I collaborate across departments and remain actively engaged in a wide variety of programs, which continues to challenge and inspire me. As I mentioned, Lockton Affinity is the only organization I’ve worked for in my professional career, and throughout my time here, I’ve had the opportunity to collaborate with a wide range of brokers and carriers. That broader exposure has only reinforced how unique and special this place truly is. What sets Lockton Affinity apart is our ability to design highly customized insurance programs tailored to meet the specific needs of our clients—no matter how niche or complex. We bring the strength of human talent backed by smart technology, allowing us to offer solutions that are both personal and efficient. Paired with the exceptional service we deliver, it’s a combination that’s genuinely hard to find elsewhere. There’s a deep sense of pride in the work we do and a culture of collaboration and innovation that makes Lockton Affinity more than just a workplace—it’s a place where people are empowered to make an impact. One of the things I value most about Lockton Affinity is the freedom I’ve been given to explore and improve our processes—always with the goal of creating a more efficient, positive experience for our clients. There’s a strong culture here of empowering associates to lean into their strengths and apply them to both new and existing programs, and that’s what truly fuels innovation at Affinity. I’ve often been challenged to find fast, effective ways to rate new programs, and each time, I’ve been trusted to build and implement the solution from the ground up. Over a year ago, our President approached me with an opportunity that was not only a win for our business but also aligned us with an organization doing meaningful work in the world. As the cliché goes, the initial workflow was figuratively sketched on the back of a napkin. From there, and in close collaboration with one of our valued carrier partners, we brought a highly efficient technology solution to life. For me, it was the perfect blend of process development, problem-solving, and contributing to something bigger than ourselves. That experience—where innovation, purpose, and partnership came together—is what I’d call my Lockton Moment. The culture at Lockton Affinity is all about balancing hard work with enjoying the journey. We work hard to tackle unique and challenging problems, but we also know how to have fun along the way. There's a real encouragement to be innovative, constantly looking for new solutions to help our clients succeed. While we work with small businesses, the impact we make is big, and the challenges we face are anything but ordinary. It’s a place where creativity and collaboration thrive, and everyone is motivated to push the envelope—making it a place where work feels rewarding and impactful.
May 19, 2025
For Jess Bass Bolander, life is about building relationships—whether personally or professionally—to create something bigger. Prior to joining Lockton, Jess worked as a group representative at a healthcare carrier. Despite working with several larger brokers in the region, she always loved the energy, culture, and people at Lockton. She felt that no one fought harder for clients than Lockton, and unlike the revolving door of brokers at other firms, Lockton had great tenure within its teams. One day, Steve Idoux reached out to Jess and told her that many people already thought of her as their broker, not just a representative for the carrier. This was a turning point for Jess. "He helped me realize that I can build a career at Lockton," Jess recounts. She decided she wanted to join a place that takes care of people, values culture, and fights for clients. That’s why she chose Lockton. Jess started her journey at Lockton in a Producer Resource Group. She spent five years learning from others, understanding the business and how Lockton operates before moving into a Producer role. During this time, she developed her niche and realized that she could expand her network through her involvement in local organizations throughout the Dallas community. Jess has consistently been an active member within the City of Dallas. Her passions revolve around lifting others in the workforce—particularly focusing on women, the Latino community, and children. Jess is currently a board member of multiple organizations in the Dallas area, including the Dallas CFO Leadership Council, The Family Place, and Asociación de Empresarios Mexicanos en EE UU. She is an advocate for Lockton partnering with Cristo Rey College Prep in Dallas, TX, to help be an intern source for the students’ coursework during their high school studies. She guest teaches at local colleges, educating students on insurance and employee benefits, and sharing tips for entering the workforce in a corporate environment.
"As the granddaughter of immigrants on both sides, community is very important to me. I feel so lucky that Lockton encourages Producers and Associates to give back to their communities," said Jess. "I’ve also seen how it can strengthen internal relationships. Some of my favorite memories and personal connections have been made at Lockton Cares community events with my colleagues." In April 2025, Jess was named the recipient of the Producer Community Impact Award. Each year, the Lockton family honors a Producer who goes above and beyond serving the community with a $50,000 donation to the organization of their choice. "I was so completely humbled that I won. It was an honor to be nominated amongst such an impressive group of producers, and I’m so grateful that Lockton values the work we do in Dallas," said Jess. She chose The Family Place, an organization dedicated to ending domestic violence, as the recipient of the $50,000 donation. "I joined the board of The Family Place a little over two years ago, and it’s been amazing," said Jess. "I had a tumultuous childhood, and I’m passionate about breaking the cycle of emotional and physical abuse. The Family Place offers critical housing, educational programming, and mental health services that help to build an emotionally healed community." For Jess, this recognition is about more than her—it’s a testament to Lockton as a whole. "This award is an example of our caring culture and dedication to positively impacting the communities where we do business. I serve on multiple boards and have chaired many events benefiting the Dallas community. However, I am not alone. When you look at the Associates and Producers around the country at Lockton, so many of us are making contributions to our communities. We don’t do anything small at Lockton." "The energy is different at Lockton—our Associates deeply care about making a difference and lifting each other up." Jess continues to make an impact – on her clients, coworkers and community – one relationship at a time.
Click here to learn more about The Family Place.
May 6, 2025
In the competitive world of risk management, Blake DeNoyer has quickly become a standout performer at Lockton, recently earning the Risk & Insurance Power Broker Award just four years into his insurance career. Blake, a Producer based in Fort Worth, Texas, leads Lockton's Rail Advisory Group, specializing in crafting complex risk management solutions for the rail industry. What makes his story unique is not just the award, but the path that led him here. "What initially drew me to Lockton was the distinct contrast it presented to my previous experiences," Blake explains. Unlike traditional corporate environments, Lockton offered something different: a well-established firm with a flat hierarchy that empowers its professionals to truly own their work. At Lockton, Blake discovered a workplace unlike any other. "You're essentially running your own business under the Lockton umbrella," he says. "You have full autonomy as to how you allocate your time and what business you chase, all while having the full support, mentorship, and resources of a Top 10 firm." This freedom, coupled with robust support, has been key to his rapid professional growth. Winning the Power Broker Award is no small achievement. For Blake, it is a validation of his dedication and commitment to delivering results. "Coming from outside of the insurance industry, I felt as if I needed to prove I could learn the complexities of risk management, provide value to clients, and ultimately enhance Lockton's position in the rail sector. This award helps provide some validation towards those efforts." he reflects. "What sets Lockton apart is our commitment to Producer success," Blake emphasizes. "Management consistently demonstrates a willingness to invest in my business and the strategic talent necessary to elevate the rail practice. We also get the opportunity to work with professional coaches and psychologists to develop an 'Elite Producer' mindset that allows us to lead teams and develop business at the highest level possible." Blake believes that culture is the driving factor behind Lockton’s success. "The camaraderie here is remarkable," he shares. "Everyone is genuinely invested in each other's success." It is this sense of community, combined with professional growth opportunities, which transforms a job into a career at Lockton.
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Diana Tacuba’s heart has always been with those whose voices are often unheard, especially young girls facing unimaginable challenges. That is why she chose Fundación Dar y Amar Daya as the recipient of her Community Impact Award donation. The Mexico-based nonprofit provides a safe haven for girls and young women who have survived abuse and violence in their homes or communities. Beyond shelter, Daya offers emotional support, legal guidance, education, and skill-building so these young women can reclaim their futures. When she learned she had received the Community Impact Award, Diana felt immense gratitude—not just for the recognition, but for the opportunity to shine a light on Daya. Each year, the Lockton family honors Associates who go above and beyond to serve their communities with a $25,000 donation to the organization of their choice. Diana embodies the dedication and compassion the Community Impact Award represents. “This award is not only mine,” she says. “It belongs to all of Lockton Mexico. None of this would be possible without the dedication of my colleagues who support both our clients, and our community every day.” “As a woman, I deeply relate to Daya’s mission,” Diana says. “Without this support, many of these girls would be facing lives on the streets, trapped in cycles of abuse or addiction. Daya gives them a chance.” Through her volunteer work, Diana has gotten to know the girls and their stories firsthand. The experience left a lasting impression. “It’s painful to see the reality they face,” she says. “There is still much to do for our nearby communities and small actions can make a big change.” Diana has already shared her professional expertise with the girls of Daya by leading financial literacy workshops. Looking ahead, she hopes to build even deeper connections between Lockton and the organization. “We need to keep listening to what the girls need and find ways to implement more actions so we can continue to contribute at Lockton,” she explains. She credits Lockton’s people-first culture for enabling her to pursue this passion. “Lockton makes you feel seen and valuable.” Having started her career as an intern, Diana has grown alongside the company. “It is hard not to fall in love with Lockton. It has an exciting culture, a very strong identity, versatile and dynamic work teams, and above all, it is a company with a vision beyond just doing business, Lockton is made by its people.”