Client Services Analyst

Capilano University; North Vancouver; On-site; CAD 30,000 - 60,000; Full time

Job summary

An established industry player in education is seeking a Client Services Analyst to enhance the digital experience at their university. This role involves configuring ITSM systems, supporting digital transformation initiatives, and collaborating with a talented team to optimize service delivery. With a focus on innovation and community impact, this position offers a unique opportunity to contribute to cutting-edge projects in a diverse and inclusive environment. Join a forward-thinking institution that values your expertise and encourages professional growth while making a lasting impact on the educational landscape.

Benefits

Health benefits

Professional development opportunities

Flexible work hours

Employee assistance programs

Union membership

Work-life balance initiatives

Qualifications

• 2+ years of experience in client services and systems analysis.
• Knowledge of ITIL framework and ITSM tools is essential.

Responsibilities

• Configure and maintain ITSM systems for the university community.
• Develop knowledge management systems and implement self-help tools.

Skills

ITIL framework

ITSM best practices

Systems analysis

Project management

Change management

Technical documentation

Client services experience

AI chat tools

Education

Technical diploma or certificate in information technology

ITIL certification

CompTIA A+ and/or MCDST certification

Tools

TDX

ServiceNow

Job description

Client Services Analyst

Capilano University is named after Chief Joe Capilano, an important leader of the Skwxwú7mesh (Squamish) Nation of the Coast Salish Peoples. We respectfully acknowledge that our campuses are located on the territories of the LíỈwat, xʷməθkʷəỷəm (Musqueam), shíshálh (Sechelt), Skwxwú7mesh (Squamish) and SəỈílwətaʔ/Selilwitulh (Tsleil-Waututh) Nations.

At CapU we are committed to supporting a campus community that is both diverse and inclusive. We believe that diversity within our workforce is essential in creating both an exceptional student, and employee experience. As part of this ongoing commitment, we strive to ensure that our recruitment campaigns are proudly reflective of the community we serve. We actively seek applications from Indigenous peoples, the 2SLGBTQ+ community, persons with disabilities as well as members of groups that experience discrimination based on race, ethnicity, gender identity, sexual orientation, place of origin, ancestry, and religion as we acknowledge the value each individual brings to the CapU community through their lived experiences.

To help us focus our efforts, we ask all applicants, should they wish, to complete a short anonymous questionnaire. The questionnaire results are not connected to you or your application, and do not form part of the selection process. Simply, the goal of collecting this anonymous data is to better understand our organizational reach, while continuously aiming to improve the diversity of our applicant pool.

All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority. Should you require accommodations during the hiring process please reach out to [e-mail] (faculty), or [e-mail] (Ad/Ex and Staff).

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Please see Special Instructions for more details.

Interested applicants should submit their cover letter, resume and proof of education. Capilano University is an equal opportunity employer. Membership in MoveUp is a condition of employment.

Posting Details

Competition Number: S181292P

Position Title: Client Services Analyst

Position Number: S99208

Employee Group: Staff

Position Status: Regular Full-Time

Start Date: 01/27/2025

End Date (if applicable):

Department: IT Services

Location: North Vancouver

As a member of the Digital Technology Services (DTS) team here within Capilano University, you will be a vital asset in providing an exceptional experience to both our employee and student communities through invention, collaboration, and technical talent.

As we embark on our university wide digital transformation, we’ll be seeking fellow trailblazers to join our teams as we integrate state of the art technologies. With a variety of projects and initiatives in the pipeline, there is no shortage of opportunity to innovate.

Within our teams, you’ll be working alongside a variety of talented individuals involved in initiatives focused on cyber security, data analysis, operational analytics, quality assurance, integration, customization, and implementation.

Do you have a passion for optimization? Join us in creating a lasting impact that goes beyond routine tasks, contributing to the long-term success of our technological landscape and the university community.

What you’ll do

NATURE AND SCOPE OF WORK

Reporting to the Manager, Customer Experience – Client Services/Helpdesk, Digital Technology Services (DTS), the Client Services Analyst will provide technical work in support of ITSM systems and processes, knowledge management to encourage self-help, and up to date service management tools such as AI chat and helpdesk self-service tools that are required to support the university community. The incumbent in this position is primarily responsible for analysis, design, and development of the ITSM system and processes required to support the ITIL framework.

ILLUSTRATIVE EXAMPLES OF DUTIES

1. Configure and maintain the ITSM system for the DTS department and other university community service providers processes.
2. Perform system upgrades and updates required for the ITSM system including analysis, implementation plans, change management and release management. These activities are to be coordinated with the university community, DTS teams, and vendors to ensure smooth deployment, testing, and user training.
3. Develop and maintain a standard knowledge management system that can be leveraged and contributed to by the DTS department.
4. Identify and configure self-help opportunities for the university community to support an efficient workflow.
5. Identify and implement up to date ITSM tools such as AI chat; help desk and other modern day self-service tools.

What you’ll bring

REQUIRED TRAINING AND EXPERIENCE

1. 2 years of relevant professional experience, preferably in a client services environment, with 1 year of experience with gathering requirements, systems analysis, SDLC, project management and change management methodologies.
2. Experience and knowledge of ITIL framework and ITSM best practices, tools, and techniques; ITIL certification is an asset.
3. CompTIA A+ and/or MCDST certification.
4. Experience in developing high quality documentation required to support digital solutions.
5. Experience in working with ITSM systems such as TDX and ServiceNow.
6. A technical diploma or certificate in information technology.
7. Experience in effectively communicating information to different levels within an organization.

For more information

For more information, please see the complete job description.

Benefits

Take a sneak peek to see what it is like to work at Capilano University.

Posting Detail Information

Days and Hours of Work: Our standard work week is Monday to Friday, 8:30am – 4:00pm. This position may include some evening or weekend work at times.

Bridge Period (if applicable):

Pay Group: 24

Salary: $5,717.00 per month based on 35 hours a week (with increments up to $6430.00 per month)

Union: MoveUP

Job Open Date: 12/17/2024

Job Close Date: 12/29/2024

Open Until Filled: No

Quick Link for Posting: https://jobs-capilanou.peopleadmin.com/postings/7744

Supplemental Questions

Required fields are indicated with an asterisk (*).

1. * Are you eligible to work in Canada? (i.e. valid work permit, permanent resident, Canadian citizen)
   • Yes
   • No

Applicant Documents

Required Documents

1. Resume
2. Cover Letter

Optional Documents

1. Transcripts
2. Letter of Recommendation