[Hiring] Operations Analyst @LCBO

Role Description

This position is #LI-Remote

Operations Analyst, OSC – Contract Duration: Up to 7 Months

Are you ready for a fun and rewarding job that utilizes your skills in a challenging and fast-paced environment? We are looking for a full-time experienced IT Operations Analyst to join our dedicated 24/7 rotational support team and provide the exceptional customer service that is the foundation of our company.

• Support all IT services and Infrastructure, monitoring alerts, Incident troubleshooting, Requests and Change activities.
• Work in a 24x7x365 shift environment.
• Provide daily support to users of several Application and Hardware systems including:
  • Answering questions
  • Analyzing problems
  • Proactively identifying issues
  • Quickly forming solutions to return systems to proper operation
• Troubleshoot application and infrastructure alarms to identify and resolve issues.
• Coordinate with SME's (Subject Matter Experts) to discover root cause of issues.
• Maintain an up-to-date knowledge of company products and services.
• Identify re-occurring issues and participate in recommendations for future sustainment.
• Follow escalation documentation or identify gaps where escalation procedures are not documented.
• Prepare SOP (Standard Operating Procedures) for the daily maintenance of applications and underlying systems.
• Connect with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Maintain detailed records of daily interactions with users, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel.
• Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information, and attending conferences or seminars when possible.
• Develop training manuals and troubleshooting procedures to help both support personnel and end-users work with hardware and software.
• Collaborate with technical staff and clients to establish goals for system improvements and upgrades.

Qualifications

• College degree or pursuing an IT Degree.
• Direct hands-on experience with Solarwinds or any monitoring software, automated testing tools, ServiceNow.
• Thinker, form solutions, and accomplish step-by-step troubleshooting procedure.
• Commitment and experience with quality.
• Communicate both verbally and in writing.
• Experience staying current in the mobile and web development space, understanding of cloud computing.
• Knowledge of applicable data privacy practices and laws.
• Experience with our goals and objectives.
• 2 years Operational Support experience (understanding of support assessment and quick resolution fundamentals).

Benefits

• Access to an Employee & Family Assistance Program.
• A Defined Benefit Pension.
• Discounts on products and services via Workperks.

Company Description

Join an organization where you can be challenged while achieving your true potential. A place where you can make a positive impact supporting Ontario business and communities. Discover a safe, healthy, diverse, inclusive, and accountable workplace where your wellbeing is our top priority. At the LCBO, your contributions are respected and valued. Be part of our journey as we invest in people and technology to transform an organization. There really is a world of opportunities at the LCBO.

We foster a culture of inclusion and belonging, so everyone feels valued, respected, and heard. The LCBO is an equal opportunity employer and committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility of Ontarians with Disabilities Act. If contacted for an interview or employment opportunity, please advise if you require an accommodation.