Technical Analyst (Auxiliary)

at  ISM Canada

Quiénes somos
En Kyndryl diseñamos, construimos, administramos y modernizamos los sistemas tecnológicos esenciales de los que el mundo depende cada día. ¿Por qué trabajar en Kyndryl? Estamos siempre avanzando, siempre nos esforzamos por llegar más lejos en nuestro empeño por construir un mundo más equitativo e inclusivo para nuestros empleados, nuestros clientes y nuestras comunidades.
Función
The Technical Analyst works under the direction of a Manager in the area of service and project delivery to enhance and maintain the customer’s desktop infrastructure, affecting services provided to all government ministries and agencies. The incumbent supports project and service delivery in a distributed IT infrastructure support system, including centrally located service desks and support staff, as well as distributed support staff and contractors deployed to client ministry sites throughout the province.
If you have a hands-on approach, are committed to providing service excellence, and are looking for a rewarding and challenging career opportunity where you can be part of an exciting operation, we would like to hear from you!
Position Title: Technical Analyst
Pay Range: 21
Department: Technology Engineering Services
Bi-weekly Salary: $3126.29 to $3577.37
Bi-weekly Work Schedule: 75 hours
Location: Regional (remote), must reside in BC
Job Type: Auxiliary (Temporary)
Term: 6-month term
Please complete the following mandatory pre-screening questionnaire
Mandatory Pre-Screening Questionnaire: Technical Analyst (office.com)
along with your application.

What we offer:

• Alternative Work Arrangement options (which could include work from home, earned days off, temporarily or permanently reduced hours)
• Ongoing training and professional development opportunities
• Health & wellness programs – lunchtime seminars, community activities and a comprehensive Employee & Family Assistance Program
• Seasonal events and socials
• A robust awards/recognition program
• A friendly work environment where your team is always willing to help
• A leadership team that actually cares about you and wants you to love your job

Accountabilities

• Reviews and analyzes customer service requests and conducts technical and procedural analysis on the less complex requests. Recommends (to senior staff) appropriate technical and/or procedural solutions to meet client needs.
• Receives and resolves, (or assists in the resolution of), assigned Level 2 and 3 tickets forwarded from other service delivery units.
• Analyzes problem trends and recommends problem resolution procedures. Works with other service delivery units in resolving problems.
• Conducts testing of application deployments to ensure quality assurance of end-product. Reviews, tests, and conducts quality assurance on imaging changes.
• Provides client maintenance by ensuring SMS functionality on all desk-tops so that the organization can quickly and cost-effectively provide relevant software and updates to clients.
• Participates in the development and documentation of systems standards, configuration standards.
• Drafts Technical Information Bulletins for service delivery units and service partners. Provides information sessions as required.
• Researches technical information and hardware/software capabilities to recommend improvements.
• Coordinates knowledge creation and updates including knowledge structure and tools. Develops and evolves knowledge structure and develops and maintains knowledge templates to gather client and project information. Publishes knowledge on appropriate knowledge base. Determines level of communications required for the knowledge update and ensures knowledge is disseminated to appropriate staff.
• Monitors various system metrics and checklists, generates and/or analyzes various reports including statistical reports related to SLA’s, project requests, and operational performance reports.
• Conducts problem and trend analysis and makes recommendations to improve operations.
• Conducts assessments to determine if negotiated baselines have been met, not met, or exceeded. Undertakes analysis to determine factors that may have affected the performance and the impacts this performance has had on service levels.

Quién es usted
Position Requirements:

Education and Experience

• Related degree or an equivalent combination of relevant experience, education and/or training.

Technical experience analyzing and resolving complex problems in the following areas:

• Windows 7 or later Operating Systems
• Microsoft Office 2010 or later
• Active Directory Group Policy Objects
• Microsoft Azure Active Directory
• Microsoft InTune
• Microsoft Systems Center Configuration Manager (MSCCM) or later client and software distributions. An equivalent product would be acceptable

Skills and Abilities

We are looking for:

• An excellent communicator who is able to prepare, edit, and proof-read a variety technical Materials and connect with their audience, both orally and in writing, by providing clear information at the appropriate level and responding accordingly to on-the-spot questions without pre-scripted responses while maintaining credibility and integrity.
• A kind individual who knows the importance of listening and deals effectively with demanding and sometimes frustrated individuals or groups at various levels, remaining focused on outcomes, and responding appropriately in order to clarify or resolve issues.
• A proactive individual who organizes and manages fluctuating workload effectively, efficiently and independently in a variety of operational settings, achieving results within the assigned time frames.
• A focused individual who analyzes technical issues systematically, pays attention to detail, identifies options, draws logical conclusions and develops appropriate courses of action using innovation, creativity, good judgement and strategic thinking.
• A resourceful individual who applies information technology to find effective solutions to business problems. It includes using fundamental software applications, keeping abreast of changes and integrating technology into the workplace.

Additional information for applicants:
In order to be considered for this position, please visit
https://www.ismcanada.com/careers
to submit an application. In addition, please complete the following mandatory pre-screening questionnaire
Mandatory Pre-Screening Questionnaire: Technical Analyst (office.com).
Please make sure you provide detailed information as ISM cannot make assumptions about your qualifications.
Your application must clearly demonstrate how you meet the education and experience as outlined in the Position Requirements section above.
The work for this position can be performed remotely; however, the successful candidate must reside in the Province of British Columbia, due to union certification requirements.
An eligibility list might be created.
Ser usted mismo
La diversidad es mucho más que lo que parecemos o de dónde venimos, es cómo pensamos y quiénes somos. Recibimos con agrado a personas de todas las culturas, orígenes y experiencias. Pero no lo estamos haciendo solos: nuestras Kyndryl Inclusion Networks son solo una de las muchas formas en las que creamos un lugar de trabajo donde todos los empleados de Kyndryl pueden encontrar y proporcionar apoyo y asesoramiento. Este compromiso de acoger a todos en nuestra empresa significa que Kyndryl le da a usted y a todos los que están a su lado, la posibilidad de ser usted mismo en el trabajo, individual y colectivamente, y apoyar la activación de nuestra cultura equitativa. Es lo que conocemos como The Kyndryl Way.
Lo que puede esperar
Con recursos de última generación y clientes de Fortune 100, cada día es una oportunidad para innovar, crear nuevas capacidades, nuevas relaciones, nuevos procesos y nuevo valor. A Kyndryl le interesa su bienestar y se enorgullece de ofrecerle prestaciones con opciones a su elección, que reflejen la diversidad de nuestros empleados y que le apoyen a usted y a su familia en los momentos importantes, sea cual sea el momento de su vida. Nuestros programas de capacitación para empleados le dan acceso a la mejor capacitación del sector para recibir certificaciones, como Microsoft, Google, Amazon, Skillsoft y muchos más. A través de nuestra plataforma de voluntariado y donaciones en toda la empresa, puede hacer donaciones, iniciar recaudaciones de fondos, ofrecerse como voluntario y buscar en más de 2 millones de organizaciones sin ánimo de lucro. En Kyndryl invertimos mucho en usted, queremos que tenga éxito para que, juntos, triunfemos todos.
¡Venga recomendado!
Si conoce a alguien que trabaje en Kyndryl, cuando se le pregunte “cómo nos conoció” durante el proceso de solicitud, seleccione “Recomendación de un empleado” e introduzca el nombre de su contacto y la dirección de correo electrónico de Kyndry

Please refer the Job description for details