ITSM Operations Analyst

Job Description

We are seeking an ITSM Operations Analyst. This is a 3-month contract (with strong possibility of renewal); Fully onsite work at Quarry Park Rd. SE, Calgary.

Primarily an end-user support role, the ITSM Operations Analyst will focus on Windows, Active Directory, Cisco, G-Suite, front line systems, general IT hardware (PC’s, printers, peripherals, mobile technology, etc.). You will perform software installations, network issues (connectivity, vpn, printers, etc.), hardware issues & setups, PC imaging, and Tier 3 support across North America. 60% will be remote based work (North America), and 40% will be local support on site and project work. There’s no international travel and no on-call or after-hours work.

To be successful in this role, you must have 5+ years of related experience; Strong technical knowledge of IT; Must have strong proficiency in ITSM, Windows, G-Suite, AD, and ITSM/ITIL applications (ServiceNow). Nice-to-have: Experience with AWS, Cisco, Citrix, SAP, Apex, Command. Documentation skills in ServiceNow is critical. Certifications in ITIL v3 Foundations, Microsoft, and/or Cisco Certifications are desirable; Assets: Experience in SAP or related ERP applications and with G-Suite and AWS Management.