Analyst, User Success (6 Months Contract)

at  Oxford Properties

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Join a global workplace where employees thrive. One that embraces diversity of thought, expertise and passion. A place where you can personalize your employee journey to be — and deliver — your best.
We are a leading global real estate investor, developer and manager. We combine our capital with our capabilities to create real estate that strengthens economies and communities. By prioritizing people, partnerships and places, we generate meaningful returns for OMERS members, enhance value for our capital partners and create a brighter world for our customers.
Join us to accelerate your growth & development, prioritize wellness, build connections, and support the communities where we live and work.
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In this role, you will ensure proper operation of all End User Computing technologies. This includes receiving, prioritizing, documenting and actively resolving end user incidents and requests and escalating incidents appropriately to maintain Service Level Agreements (SLA’s). The Analyst, User Success will provide support remotely, and in person where required. Resolution of incidents will involve the use of diagnostic tools and IT Service Management (ITSM) tracking tools. The Analyst, User Success will apply proven communication, analytical and problem-solving skills to help identify, communicate and resolve incidents and provide necessary education of proper use of IT systems.
You will be a key member of an engaged, high-reaching team—part of a world-class, winning culture that prioritizes people development and focuses on long-term growth. We take great pride in leading the industry by earning respect through every interaction, every day. We go above and beyond to protect and grow relationships by anticipating needs, being honest and considerate, and valuing customers as genuine partners.

AS A MEMBER OF THIS TEAM, YOU WILL BE RESPONSIBLE FOR:

Field incoming requests to the Service Desk via telephone, e-mail, web and in person requests to ensure courteous, timely and effective resolution of end user issues
Document all pertinent end user identification information for asset management and support purposes including name, department, contact information and nature of problem or issue
Escalate incidents, when required, to the appropriately experienced analyst
Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Access knowledge bases and FAQ resources on the Internet/Intranet and ITSM system to aid in problem resolution
Be available to work rotating schedules if needed, which may include evenings, weekends, and holidays
As scheduled, participate in on-call rotation
Participate in Operational activities such as but not limited to Knowledge Management, Operational Readiness, Quality Assurance, reporting and Strategy Development
Coordination of enterprise change management as required
Participate in test plans where applicable.
Contribute the building KB database
Participate in other assigned duties as required

TO SUCCEED IN THIS ROLE, YOU HAVE:

Post-secondary degree or diploma in computer science or computer-related studies
Certified in ITIL foundations, with intermediate level instructions ideally working towards expert certification
1-2 years of work experience supporting Microsoft (Windows 10)/MacOS desktops/laptops
Have experience supporting Office 365 and SharePoint
Have experience supporting modern mobile platforms (iOS/Android)
Have experience with enterprise change management
Have experience supporting virtual environments (VM Horizons)
Have used ServiceNow or any equivalent Service Desk/Contact Centre ticketing system
Have experience supporting virtual collaboration solutions (Cisco WebEx, Microsoft Teams)
Understand network topology and can diagnose base level network issues
Thrive in organizations that constantly evolve and adapt
Embrace collaborative sharing of knowledge within a teamwork environment
Are driven to achieving results and continuously striving to deliver the highest performance through creative thinking

ADDITIONAL DUTIES:

Review SD processes/procedures and identify opportunities for improvements and efficiency; update management on findings by way of a report and work to implement changes
Develop KB articles and training packages for the team in new/enhanced process/procedures
Conduct monthly meeting with the team
Drive continuous improvement with a focus on automation and efficiency
Delegate tasks where required ensuring team is aware of outcomes and deliverables; report to management if deadlines may slip and provide remediation steps to mitigate risks
Handle escalations when necessary
Review all draft communications, making modifications where required and share with management for review
Oxford’s purpose is to strengthen economies and communities through real estate.
Our people-first culture is at its best when our workforce reflects the communities where we live and work — and the customers we proudly serve.
From hire to retire, we are an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process that extends all the way through your employee experience. This sense of belonging and connection is cultivated up, down and across our global organization thanks to our vast network of Employee Resource Groups with executive leader sponsorship, our Purpose@Work committee and employee recognition programs