Title: ITSM Operations Analyst
Type: 3-month Contract
Target start date: ASAP
Location: 115 Quarry Park Road SE, Suite 300, Calgary, Alberta T2C 5G9 - 60% will be remote, 40% will be onsite
Hours:  Mon-Fri hours to be confirmed but assume 9:00-5:00 
Pay rate: $35.00 to $40.00/hour 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 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