ITSM Operations Analyst

Amrize; Winnipeg; On-site; CAD 70,000 - 85,000; Full time

Job summary

A technology solutions company in Winnipeg is seeking an ITSM Operations Analyst for a six-month contract. This role involves resolving customer issues, leading project tasks, and administering computing environments. Ideal candidates have a Bachelor's degree and 3-5 years in end-user support. A collaborative work culture and a commitment to safety is emphasized in the workplace.

Benefits

Inclusive work environment

Company-provided personal protective equipment

Qualifications

• 3-5 years experience in End User Support.
• Ability to work under heavy workload and manage time effectively.
• Experience in driving service improvement.

Responsibilities

• Resolve and respond to customer issues.
• Lead project tasks and ensure adherence to deadlines.
• Administer and maintain computing environments.

Skills

Customer issue resolution

Project leadership

IT policy training

Attention to detail

Problem-solving

Strong organizational skills

Education

Bachelor's Degree in Computer Science or equivalent

Tools

Active Directory

Service Now (SNOW)

Microsoft SQL

Job description

Overview

Join to apply for the ITSM Operations Analyst role at Amrize.

This is a six (6) month contract position.

What You’ll Accomplish

• Resolve and respond to customer issues.
• Act as a Tier 2 and Tier 3 escalation point for complex business system concerns and issues.
• Actively engage in project assignments, including defining and leading project tasks to ensure adherence to budget, schedule, and scope.
• Maintain, monitor, and administer related computing environments, including directories, systems software, applications software, and management tools.
• Participate in the evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations.
• Lead customer training sessions on IT policies, directives, and processes, acting as a Subject Matter Expert and Champion within the Business.
• Collaborate with other Americas Digital Center and Global teams to deliver excellence to customers through projects or issue resolution.
• Consistently meet assigned project deadlines in an agile and rapidly moving environment.
• Demonstrate a commitment to communicating, improving and adhering to health, safety and environmental policies in all work environments and areas. Promote a culture of safety and exhibit these behaviours.

What We’re Looking For

• Education : Bachelor’s Degree or equivalent professional experience.
• Field of Study Preferred : Computer Science, Engineering, or a related discipline with an IT focus.
• Required Work Experience : 3-5 years in End User Support.
• Preferred Technical Skills : Experience with Active Directory, Service Now (SNOW), and Microsoft SQL.
• Travel Requirements : Locally up to 40%. A vehicle and driver's license are required.

Additional Requirements

• Ability to work decisively under a heavy workload, considering the criticality, urgency, and extended work hours required to ensure service availability.
• High willingness to drive transformation and service improvement.
• Ability to quickly adapt to and from single-person to team-working environments.
• Highly self-motivated and directed.
• Attention to detail.
• Diverse capability for problem-solving, decision-making, and sound judgment.
• Strong organizational and communications skills.
• Highly professional demeanor with the ability to speak confidently, courteously, and credibly to all levels of management.
• Work effectively in the face of ambiguity, shifting priorities, and rapid change while actively developing one’s skills and capabilities.
• Foster a business-focused environment, delivering exceptional customer service and anticipating future customer needs.
• Effectively examine events, issues, and problems and generate optimal solutions in a timely manner.
• Leads with a sense of collaboration and works effectively across the organization to achieve goals.
• Successful candidates must adhere to all safety protocols and proper use of Amrize approved Personal Protection Equipment ("PPE"), including but not limited to respirators.
• Employees that are required to wear respirators must be clean-shaven where the respirator seal meets the face in order to pass the qualitative and quantitative fit tests.

What We Offer

• An inclusive and welcoming environment where everyone can be themselves.
• A collaborative work culture in a supportive and team-oriented work environment.
• Company-provided personal protective equipment ensuring your safety and comfort on the job.

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Management and Manufacturing

Industries

• Wholesale Building Materials, Mining, and Construction