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ITSM Operations Analyst

  • Location: Calgary

Posted Il y a 18 jours

  • Sector: Other Areas
  • Start Date: 2024-12-02
  • Job Ref: 16187
Title: ITSM Operations Analyst
Type: 3-month Contract
Target start date: ASAP
Location: 115 Quarry Park Road SE, Suite 300, Calgary, Alberta T2C 5G9 - 60% will be remote, 40% will be onsite
Hours:  Mon-Fri hours to be confirmed but assume 9:00-5:00 
Pay rate: $35.00 to $40.00/hour Inc. 
 

Job Description
  • Using a predefined resolution framework, develop and apply IT knowledge skills (e.g. troubleshooting) to resolve and respond to customer issues
  • Develop basic functional knowledge and documentation of IT systems (SAP ECC, SAP BW, Ariba, Command, LAN/WLAN, Account Management, Endpoints, Printing, Directory Management, Google Apps)
  • Actively engage in project assignments including defining and leading project tasks and/or work packages
  • Demonstrate leadership 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 plant process systems including Command, LDMS, PDH, WFMS, and others as required
  • Participate in the evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations
  • Create technical documentation around new and established processes and procedures
  • Responsible for the management of asset inventory in compliance with defined asset management processes
  • Contribute to ITSM Knowledge Base  Participate in Global Team forums
  • 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
  • Work with their team to resolve and communicate resolutions to customer inquiries, escalating issues as needed
  • Communicate frequently with Management, working to develop personal skills and abilities  
  • Seek to continuously improve 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 appraised of service center knowledge and industry best practices
  • Investigate and test new technologies related to the position
  • Collaborate with other Shared Service and Global teams to deliver excellence to customers by way of projects or issue resolution
  • Consistently meet assigned project deadlines in an agile and rapidly moving environment
  • Ensure compliance with all Health and Safety policies and initiatives outlined in the Health and Safety Manual
  • Participate in on-call rotation for after-hour emergencies
     
Qualifications:
  • Graduate degree or college diploma in Computer Science, Engineering or related discipline with an IT focus or adequate experience
  • 5 or more years in an IT role
  • Excellent English (written & spoken)
  • ITIL v3 Foundations,  Microsoft Certifications (or working towards)  Cisco Certifications (or working towards)
  • Strong technical knowledge of IT
  • Comprehensive understanding of IT services, technology and solutions  Experience in SAP or related ERP applications an asset
  • Experience in a related industry setting (cement, aggregate, ready-mix) an asset  
  • Experience with administering Active Directory Domain Services and Citrix
  • Experience with G-Suite and AWS Management an asset  
  • Experience with ITSM/ITIL applications (ServiceNow)
  • 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 format  Strong communication skills
  • Strong technical documentation skills
  • Strong analytical and troubleshooting skills