Technical Analyst

En Kyndryl diseñamos, construimos, administramos y modernizamos los sistemas tecnológicos esenciales de los que el mundo depende cada día.

¿Por qué trabajar en Kyndryl? Estamos siempre avanzando, siempre nos esforzamos por llegar más lejos en nuestro empeño por construir un mundo más equitativo e inclusivo para nuestros empleados, nuestros clientes y nuestras comunidades.

Función

The Technical Analyst works under the direction of a Manager in the area of service and project delivery to enhance and maintain the customer’s desktop infrastructure, affecting services provided to all government ministries and agencies. The incumbent supports project and service delivery in a distributed IT infrastructure support system, including centrally located service desks and support staff, as well as distributed support staff and contractors deployed to client ministry sites throughout the province.

If you have a hands-on approach, are committed to providing service excellence, and are looking for a rewarding and challenging career opportunity where you can be part of an exciting operation, we would like to hear from you!

What we offer:

• Alternative Work Arrangement options (which could include work from home, earned days off, temporarily or permanently reduced hours)
• Ongoing training and professional development opportunities
• Health & wellness programs – lunchtime seminars, community activities and a comprehensive Employee & Family Assistance Program
• Seasonal events and socials
• A robust awards/recognition program
• A friendly work environment where your team is always willing to help
• A leadership team that actually cares about you and wants you to love your job

Accountabilities

• Reviews and analyzes customer service requests and conducts technical and procedural analysis on the less complex requests. Recommends (to senior staff) appropriate technical and/or procedural solutions to meet client needs.
• Receives and resolves, (or assists in the resolution of), assigned Level 2 and 3 tickets forwarded from other service delivery units.
• Analyzes problem trends and recommends problem resolution procedures. Works with other service delivery units in resolving problems.
• Conducts testing of application deployments to ensure quality assurance of end-product. Reviews, tests, and conducts quality assurance on imaging changes.
• Provides client maintenance by ensuring SMS functionality on all desk-tops so that the organization can quickly and cost-effectively provide relevant software and updates to clients.
• Participates in the development and documentation of systems standards, configuration standards.
• Drafts Technical Information Bulletins for service delivery units and service partners. Provides information sessions as required.
• Researches technical information and hardware/software capabilities to recommend improvements.
• Coordinates knowledge creation and updates including knowledge structure and tools. Develops and evolves knowledge structure and develops and maintains knowledge templates to gather client and project information. Publishes knowledge on appropriate knowledge base. Determines level of communications required for the knowledge update and ensures knowledge is disseminated to appropriate staff.
• Monitors various system metrics and checklists, generates and/or analyzes various reports including statistical reports related to SLA's, project requests, and operational performance reports.
• Conducts problem and trend analysis and makes recommendations to improve operations.
• Conducts assessments to determine if negotiated baselines have been met, not met, or exceeded. Undertakes analysis to determine factors that may have affected the performance and the impacts this performance has had on service levels.

Position Requirements:

Education and Experience

• Related degree or an equivalent combination of relevant experience, education and/or training.

Technical experience analyzing and resolving complex problems in the following areas:

• Windows 7 or later Operating Systems
• Microsoft Office 2010 or later
• Active Directory Group Policy Objects
• Microsoft Azure Active Directory
• Microsoft InTune
• Microsoft Systems Center Configuration Manager (MSCCM) or later client and software distributions. An equivalent product would be acceptable

Skills and Abilities

• An excellent communicator...
• A kind individual...
• A proactive individual...
• A focused individual...
• A resourceful individual...

Additional information for applicants:

In order to be considered for this position, please visit https://www.ismcanada.com/careers to submit an application. In addition, please complete the following mandatory pre-screening questionnaire: Mandatory Pre-Screening Questionnaire: Technical Analyst (office.com).

Please make sure you provide detailed information as ISM cannot make assumptions about your qualifications.

Your application must clearly demonstrate how you meet the education and experience as outlined in the Position Requirements section above.

The work for this position can be performed remotely; however, the successful candidate must reside in the Province of British Columbia, due to union certification requirements.

An eligibility list might be created.

Ser usted mismo

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