Analyst, IS Infrastructure Operations

EPCOR Utilities Inc.; Edmonton; On-site; CAD 80,000 - 100,000; Full time

Job summary

EPCOR Utilities Inc. is seeking a full-time Analyst in IS Infrastructure Operations in Edmonton. The role focuses on the management and improvement of IT services including incident management and stakeholder collaboration. The ideal candidate will have a strong IS Infrastructure background and proven analytical and problem-solving skills.

Qualifications

• Minimum 4 years experience in Information Services, specializing in an Infrastructure Operations environment.
• Strong knowledge of IS Infrastructure focusing on network and data center.
• ITIL Certification required.

Responsibilities

• Accountable for IT services including operations, change management and process improvements.
• Build and manage ServiceNow processes focusing on Incident, Problem, and Change Management.
• Ensure optimal results against performance metrics and service quality.

Skills

Analytical skills

Problem solving

Leadership

Communication

Knowledge of IS Infrastructure

Education

Post secondary degree in Computing Science or Engineering

Technical diploma from a recognized technical institute

Tools

ServiceNow

Job description

Organization EUI, Information Services, IS Infrastructure Services

JobID 15533

Location Edmonton, Alberta, Canada

Closing Date Jul 6, 2025

Position Title Analyst, IS infrastructure Operations

Weekly Hours of Work 37.5

Business Unit Corporate Services

About us Department Description Clean water and reliable energy are at the heart of what we do. We proudly keep the lights on and the water flowing in over 100 communities across North America. With a rich 130-year history, EPCOR has ambitions to be one of North America's premier providers of essential services, and we have the top employer and sustainability awards to prove it. If you're looking for new opportunities, people who care and work that matters, apply today at epcor.com/careers.

Highlights of the job

We are hiring a full time, permanent Analyst, IS Infrastructure Operations position working out of Edmonton, AB .

The Operations Analyst is accountable for IT services. This includes achieving d ay to d ay operations, incident , request and change management, new site coordination, implementation of process improvements by working with internal stakeholders and external vendors, streamlining current request management tool s , infrastructure operational documentation, and providing subject matter expertise to internal customers.

What you’d be responsible for

• Provide input to the IT Operations plans and directions, and ensure on-going appropriate relationships with other positions as well as end users
• Build, manage, and enhance ServiceNow processes with a focus on I ncident, P roblem, Requests , Change and A sset M anagement . Responsibilities include developing and managing k nowledge base content and supporting materials within the operations area
• Ensure the delivery of optimal results against ap propriate performance metrics including service level agreement compliance, client satisfaction, ticket response targets, resolution targets, availability and service quality
• M aintaining accurate infrastructure assets, technical documentation/diagrams, and standard procedural/process documentation
• Assisting with reconciling monthly asset and financials
• Responsible for facilitating functional working groups, identifying identify missing or required processes and procedures areas, capturing business requirements for new and improving on existing processes within Infrastructure Operations
• Communicating and presenting, in non-technical terms, the various voice, network, and wireless products and services
• Ability to work cross-functionally with multiple stakeholders and build strong working relationships
• Developing documentation and communication materials in support of technology implementation, transition to operations, knowledge base material and support workflows
• Creation of service and product descriptions. Including templates, questionnaires, and RACI to reduce ambiguity and clarify responsibilities
• Provide and assist in backfill for team members in IT operations

What’s required to be successful

• Post secondary degree in Computing Science or Engineering or a technical diploma from a recognized technical institute
• Minimum 4 years’ experience in Information Services, specializing in an Infrastructure Operations environment , ITIL Certification and process improvement/analysis
• Strong and p roven k nowledge of I S Infrastructure focusing on network and data center related equipment
• Knowledge and Support of ServiceNow application
• Ability to apply analytical skills and a disciplined approach to continuous improvement
• Strong problem solving and analytical skills; ability to produce end-to-end view of processes
• Active learning skills which would allow for continually adapting to new changes in technology and business requirements
• Strong leadership and facilitation skills; an ability to advise and collaborate with diverse stakeholder groups
• Demonstrated ability to gather and document business and technical requirements. Technical system documentation, process mapping, standards, process, and procedure documentation.
• Ability to establish solid working relationships with peers and stakeholders at all levels of the organization
• Ability to prioritize own workload while remaining flexible and adaptable

Other important facts about this job

Jurisdiction: CSU52

Class: IT2

Wage: Starting at $53.05 per hour ( Final Wage and Step will be determined at the time of selection and are subject to change based on ratification of the new collective agreement.)

Hours of work: 75 hours biweekly; Monday to Friday

Internal Applicants please ensure that you are using your “ @epcor.com ” email address.

• A requirement of working for EPCOR is that you are at least 18 years of age, successfully attained a high school diploma (GED, or equivalent level of secondary education) and legally entitled to work in Canada. (A copy of a valid work permit may be required.)
• If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required. Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.
• A technical/practical assessment may be administered during the selection process and this exercise will be used as a part of the selection criterion.
• To meet the physical demands required of some positions, candidates must be in good physical condition and willing to work in all weather conditions. Clearance on pre-placement medical and drug and alcohol testing may be required.