Title: ITSM Operations Analyst
Type: 3-month Contract
Target start date: ASAP
Location: Calgary, Alberta - 100% will be onsite
Hours: Mon-Fri hours to be confirmed but assume 9:00-5:00
Pay rate: $30.00 T4 OR $33/hr Inc.

JOB DESCRIPTION

• 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 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 appraised 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-hour emergencies

Qualifications:

• 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

Please refer the Job description for details