IT Operations Analyst I

Job Description:

KEY ACCOUNTABILITIES

CUSTOMER

• Provide courteous, efficient, and professional customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions
• Ensure change activities are performed on time, minimizing risk to the service/business environment
• Monitor resources to ensure availability associated with business applications and technology
• Identify, resolve, or escalate service delivery issues and/or complaints
• Maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem determination as well as recovery
• Maintain proficient knowledge of technology components, applications, clients/customers and business services
• Prioritize activities to ensure time invested is appropriate to the availability impact
• Provide seamless integration of activities and processes, recognizing system interdependencies
• Act as an information source to colleagues, business partners and clients/customers
• Ensure prompt and timely updates to service issues, and follow through on outstanding problems

SHAREHOLDER

• Deliver and maintain accurate reports and documentation
• Follow established procedures and standards
• Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
• Maintain a secure work environment and ensure adherence to notification and escalation processes
• Communicate effectively within the team relative to service issues and scheduled changes
• Recommend improvements and enhancements to internal departmental processes
• Comply with well-defined enterprise technology delivery practices and standards and project management disciplines

EMPLOYEE / TEAM

• Work effectively as a team, supporting other members of the team in resolving critical service issues
• Prioritize and manage own workload in order to deliver quality results and meet timelines
• Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.
• Participate in knowledge transfer within the team and business units
• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team

BREADTH & DEPTH

• Provides front line customer service support to clients on a broad range of issues
• Investigates problems beyond own area of knowledge, applying a broad business focus
• Assesses level of knowledge of caller and translates information when providing assistance
• Prioritizes and may assign problems and service issues to other team members
• Co-ordinates problem resolution and the implementation of changes in accordance with established change processes
• Integrates all sources of information when providing assistance to clients
• Makes independent decisions within generally defined parameters
• Generally reports to a Team Manager

EXPERIENCE & EDUCATION

• Undergraduate degree or Technical Certificate