IT Operations Analyst

Title: IT Operations Analyst

Type: Contract

Target start date: June 23rd or 30th - depends how quickly candidates get interviewed

Duration: 6 months after start date

Location: 6509 airport rd, Mississauga, on L4V 1S7

Hours: Mon-Fri hours to be confirmed but assumed 8:30am-5pm

Pay rate: $28.00-$30.00/hour

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)