Title: ITSM Operations Analyst
Type: 2-month Contract (possibility of extension)
Target start date: ASAP
Location: Laval, QC - onsite
Hours: Mon-Fri hours to be confirmed but assume 9:00-5:00
Pay rate: $33.00/hr Inc.

QUALIFICATIONS :

• Maîtrise du français requise.
• Diplôme universitaire ou collégial en informatique, en génie ou dans un domaine connexe avec spécialisation en TI, ou expérience équivalente.
• 5 ans ou plus d’expérience dans un rôle TI.
• Excellente maîtrise de l’anglais (oral et écrit).
• Certification ITIL v3 Foundation, certifications Microsoft (ou en cours d’obtention), certifications Cisco (ou en cours d’obtention).
• Solide connaissance technique en TI.
• Compréhension globale des services, technologies et solutions TI. Une expérience avec SAP ou un autre ERP est un atout.
• Expérience dans une industrie connexe (ciment, granulats, béton prêt à l’emploi) est un atout.
• Expérience en administration de services Active Directory et Citrix.
• Expérience avec G-Suite et AWS est un atout.
• Expérience avec les applications ITSM/ITIL (ex. : ServiceNow).
• Intérêt marqué pour les technologies matérielles et logicielles existantes et émergentes et les architectures TI.
• Forte capacité à fournir des solutions efficaces et adaptées à des problèmes métier complexes.
• Capacité à vulgariser les connaissances techniques.
• Excellentes compétences en communication.
• Compétences solides en documentation technique.
• Bonnes capacités d’analyse et de résolution de problèmes.

Qualifications:

• Must be fluent in French
• 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 as 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 skill

• 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 the 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 apprised 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-hours emergencies

Qualifications:

• Must be fluent in French
• 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 as 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

Titre : Analyste des opérations ITSM
Type : Contrat de 2 mois (possibilité de prolongation)
Date de début souhaitée : Dès que possible
Lieu : Laval, QC – sur site
Horaire : Lundi au vendredi, heures à confirmer (prévoir 9h00 à 17h00)
Taux horaire : 35,00 $ (inc.)