IT Operations Analyst

We have an initial 3-month contract opportunity for an IT Operations Analyst. This is 100% ONSITE work in Calgary. This role will provide Tier 3 support services and act as an escalation point for the Service Desk and IT Ops while ensuring that service levels are achieved. This role will be responsible for contributing to and leadership for IT and Business projects as related to services such as collaboration, network, endpoints, infrastructure and software. The IT Operations Analyst will be responsible for formal design and instructional documentation around processes and procedures.

Some of the responsibilities include: 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); Lead customer training sessions on IT policies, directives, and processes and act as SME and Champion within the Business, etc.

Qualifications:   8+ years in an IT role; Strong technical knowledge of IT services, technology and solutions; Experience with administering Active Directory Domain Services and Citrix, and ITSM/ITIL applications (ServiceNow); ITIL v3 Foundations certification, Microsoft certification (or working towards), and Cisco certification (or working towards). Assets: Experience in SAP or related ERP applications, G-Suite, and AWS Management.

For more details, please send me an email at rose.manzon@cdw.ca.