IT Operations Analyst — Incident Resolver & Support Lead

Cambrian College; Winnipeg; On-site; CAD 50,000 - 80,000; Full time

Job summary

Manitoba Liquor & Lotteries is seeking an Operations Analyst to provide technical and non-technical operational support to end users and casinos across Manitoba. Working in an ITIL framework, you will lead in user management, resolve Tier II incidents, document actions, and coordinate with Tier III for complex issues.

The role includes installation and configuration tasks, collaboration with IT support groups, and ongoing process improvement to reduce incidents.

Qualifications

• Completion of a recognized degree or diploma program in an IT related discipline, or an equivalent combination of education, certification and experience.
• Have and maintain a valid Manitoba Class 5 Drivers License and access to a vehicle.
• Continuous upgrading/learning is required to remain current in information technology.
• Core competencies include quality results, adaptability, communication, customer service, problem solving, integrity, teamwork and diversity.

Responsibilities

• Provide Tier II and general operations support to end users and casinos in Manitoba.
• Identify root causes, document actions, and close support calls in the incident database.
• Assist with hardware/software installation and user management as required.
• Escalate issues to Tier III when necessary and monitor system performance.
• Coordinate with vendors and support groups for outages and maintenance.
• Participate in ERP administration including batch job scheduling and security.

Skills

Customer service

Communication

Problem solving

Teamwork

Adaptability

Education

IT-related degree or diploma

Certifications or experience

Tools

ERP systems

Batch job scheduling

ITIL/ITSM familiarity

Job description

Manitoba Liquor & Lotteries is seeking an Operations Analyst to provide technical and non-technical operational support to end users and casinos across Manitoba. Working in an ITIL framework, you will lead in user management, resolve Tier II incidents, document actions, and coordinate with Tier III for complex issues.

The role includes installation and configuration tasks, collaboration with IT support groups, and ongoing process improvement to reduce incidents.