Title: IT Operations Analyst
Type: Contract
Target start date: ASAP
Duration: 6 months after start date
Location: Poison St. Toronto, Ontario - they have many location so address might change. On site techs for manufacturing plants
Hours: Mon-Fri
Pay rate: $28 to $35.00/hour

Note: Must have a car for local site. One site per day. If any further than 20 to 30 mins, Company will cover the cost of a car rental/gas for remote locations.

SUMMARY OF THE JOB
Under the general direction of the Head of IT Plant Support, the IT Ops Analyst role works with all other ITSC teams to
provide operational execution on projects and steady-state ongoing activities. This role will provide Tier 2 support services and act as an escalation point for the Service Desk and IT Ops Analyst while ensuring that service levels are
achieved. This role will be responsible for contributing to and related to services such as Collaboration, Network, Endpoints, Infrastructure and software. The IT Ops Analyst is responsible for meeting and exceeding pre-defined
metrics/benchmarks and that standards and processes are followed to provide superior execution excellence. The role will require interactions with business end users, relationship managers and project managers. This role works on
assignments that are complex in nature and require judgment, initiative, and communication to resolve problems and/or
develop recommended solutions. Work is completed with minimal supervision and assignments may be completed without established procedures. The IT Ops Analyst role will be responsible for formal instructional documentation
around processes and procedures.
MAIN ACTIVITIES / RESPONSIBILITIES

Using a predefined resolution framework, develop and apply IT knowledge skills (e.g. troubleshooting) to resolve and respond to customer issues
Demonstrate customer service skills in collaboration and knowledge
Act as a resolution escalation point for peers and customers
Maintain, monitor and administer related computing environments, including directories, systems software, applications software, and management tools
Provide support and assistance for manufacturing process systems including Command, LDMS, PDH, WFMS, and others as required
Create/update documentation around new and established processes and procedures
Responsible for the management of asset inventory
Develop an enhanced understanding of IT processes and policies as defined by the Shared Service Center and how they affect our customers
Participate in training to continue to develop key functional and technical skills and improve business acumen
Lead customer training sessions on IT policies, directives, and processes and act as SME and Champion within the Business
Communicate frequently with Management, working to develop personal skills and abilities
Seek to continuously improve business operations
Identify and suggest process and system enhancements
Perform at a level that assists in attaining overall and team-level performance measures and goals
Stay apprised of service center knowledge and industry best practices
Investigate and test new technologies related to the position
Consistently meet assigned deadlines in an agile and rapid moving environment
Ensure compliance with all Health and Safety policies and initiatives outlined in the Health and Safety manual
Ensure compliance with all Cyber Security policies and initiatives
Ensure compliance with all IT Purchasing policies and initiatives
Other duties as required

PROFILE REQUIRED
Level of education/qualifications normally required:

Graduate degree or college diploma in Computer Science, Engineering or related discipline with an IT focus or adequate experience
3-5 or more years in an IT role
Certifications an asset

Specific work experience:

Strong technical knowledge of IT
Comprehensive understanding of IT services, technology and solutions
Experience in a related industry setting (cement, aggregate, ready-mix) an asset
Experience with administering Active Directory Domain Services
Experience with troubleshooting and resolving issues with Endpoint connectivity/functionality, desktops, laptops, printers, Operating Systems
Experience with ITSM/ITIL applications (ServiceNow)

Technical / functional skills:

Keen interest in existing and emerging hardware and software technologies and IT architectures
Strong competency in delivering efficient and effective solutions to diverse and complex business problems
Ability to translate technical knowledge into a more easily consumable business format
Strong communication skills
Strong technical documentation skills
Strong analytical and troubleshooting skills

Behavioral competencies:

Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure the availability of the service in accordance to service level commitments
High willingness to drive transformation and service improvement
Ability to quickly adapt to and from single person to team working environments
Highly self-motivated and self-directed
Keen attention to detail
Diverse capability for problem solving, decision making and sound judgment
Strong organizational and communications skills
Highly professional demeanor with the ability to speak confidently, courteously and credibly to all levels of business and management
Work effectively in the face of ambiguity, shifting priorities and rapid change while actively developing one’s skills and capabilities
Foster a business focused environment delivering exceptional customer service and anticipating future customer needs
Effectively examine events, issues and problems and generate optimal solutions in a timely manner
Leads with a sense of collaboration and work effectively across the organization to achieve goals

Linguistic skills:

Excellent English (written & spoken)

Mobility requirements (time spent travelling):
? Local/Provincial Travel ~40% (estimate)

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