ABOUT THE ROLE
Under the general direction of the Head of IT Plant Operations, the ITSM Operations Analyst provides operational execution in resolving end-user concerns and requests. This role offers Tier 2 and Tier 3 support services, acts as an escalation point for the Service Desk and Tier 1 support, and ensures service levels are met. The role contributes to and leads IT and Business projects related to services such as Collaboration, Network, Endpoints, and Software. You will be responsible for meeting pre-defined metrics and benchmarks, adhering to standards and processes for execution excellence, and creating instructional documentation around processes and procedures.
WHAT YOU’LL ACCOMPLISH
- Resolve and respond to customer issues.
- Act as a Tier 2 and Tier 3 escalation point for complex business system concerns and issues.
- Actively engage in project assignments, including defining and leading project tasks to ensure adherence to budget, schedule, and scope.
- Maintain, monitor, and administer related computing environments, including directories, systems software, and applications software.
- Participate in the evaluation, design, and implementation of new systems that increase productivity.
- Lead customer training sessions on IT policies and processes, acting as a Subject Matter Expert.
- Collaborate with Regional and Global teams to deliver excellence through projects or issue resolution.
- Consistently meet assigned project deadlines in an agile and rapidly moving environment.
- Demonstrate a commitment to communicating, improving and adhering to health, safety and environmental policies in all work environments and areas. Promote a culture of safety and exhibit these behaviours.
WHAT WE’RE LOOKING FOR
- Education: Bachelor’s Degree or equivalent professional experience.
- Field of Study: Computer Science, Engineering, or related discipline with an IT focus.
- Work Experience: 3-5 years in End User Support.
- Preferred Technical Skills: Experience with Active Directory, Service Now (SNOW), and Microsoft SQL.
- Travel: Locally up to 40%; a valid driver's license and vehicle are required.
Additional Requirements:
- Ability to work decisively under heavy workload and extended hours to ensure service availability.
- Highly self-motivated with strong organizational, communication, and problem-solving skills.
- Successful candidates must adhere to all safety protocols and proper use of company approved Personal Protection Equipment ("PPE"), including but not limited to respirators. Employees that are required to wear respirators must be clean shaven where the respirator seal meets the face in order to pass the qualitative and quantitative fit tests.
WHAT WE OFFER
- An inclusive and welcoming environment where everyone can be themselves.
- A collaborative work culture in a supportive and team-oriented work environment.
- Company-provided personal protective equipment ensuring your safety and comfort on the job.
This posting is for an existing vacancy.
Pay: $32.00-$38.00 per hour
Work Location: In person
