ITSM Operations Analyst

Holcim Ltd.; Winnipeg; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading construction solutions provider in Winnipeg is seeking an ITSM Operations Analyst to provide operational support and resolve end-user concerns. The ideal candidate will have a Bachelor's degree and 3-5 years of experience in end-user support, along with skills in Active Directory and Service Now. This six-month contract position requires strong problem-solving and communication skills, with the potential for local travel. Join our inclusive team and help build the future.

Benefits

Collaborative work culture

Company-provided personal protective equipment

Inclusive work environment

Qualifications

• 3-5 years in End User Support.
• Ability to work under heavy workload.
• High willingness to drive transformation and service improvement.

Responsibilities

• Resolve and respond to customer issues.
• Act as a Tier 2 and Tier 3 escalation point for complex business system concerns.
• Participate in the evaluation, design, and implementation of new systems.

Skills

End User Support

Problem-solving

Communication Skills

Education

Bachelor’s Degree in Computer Science or related field

Tools

Active Directory

Service Now (SNOW)

Microsoft SQL

Job description

COMPANY OVERVIEW

Amrize is building North America. From bridges and railways to data centers, schools, offices and homes, our solutions are inside the buildings and infrastructure that connect people and advance how we live. And we invite you to come and build with us.

As the partner of choice for professional builders, we offer advanced branded solutions from foundation to rooftop. Wherever our customers are, whatever their job, we’re ready to deliver. Our 19,000 colleagues work across 1,000 sites supported by an unparalleled distribution network. Infrastructure, commercial and residential, new build, repair and refurbishment: We’re in every construction market.

Amrize listed on the New York Stock Exchange and the SIX Swiss Exchange on June 23, 2025, following our spinoff as an independent company. Join us and build your ambition.

ABOUT THE ROLE

Under the general direction of the Head of IT Plant Operations, the ITSM Operations Analyst provides operational support in resolving end-user concerns and requests. This role is a Tier 2 and Tier 3 support service and acts as an escalation point for the Service Desk and Tier 1 support. This role also contributes to and leads IT and Business projects related to services such as Collaboration, Network, Endpoints, and Software.

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 Protective 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.

BUILDING INCLUSIVE WORKSPACES

At Amrize, there is endless opportunity for you to play your part. Whether you’re in a technical, managerial, or frontline role, you can shape a career that works for you. We\'re seeking builders, creative thinkers and innovators. Come put your expertise to work while developing the knowledge and skills to drive your career forward. With us you’ll have the chance to build your ambition!

Amrize North America Inc. takes pride in our hiring processes and our commitment that all qualified applicants will receive consideration for employment without regard to age, race, color, ethnicity, religion, creed, national origin, ancestry, gender, gender identity, gender expression, sex, sexual orientation, marital status, pregnancy, parental status, genetic information, citizenship, physical or mental disability, past, current, or prospective service in the uniformed services, or any other characteristic protected by applicable federal, state or local law. Amrize North America Inc, and its respective subsidiaries are Equal Opportunity Employers, deciding all employment on the basis of qualification, merit and business need. Amrize Canada Inc. is committed to the principles of employment equity and encourages the applications from women, visible minorities, and persons with disabilities.

In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request accommodation in order to apply for a position with us, please email [e-mail]. This email address should only be used for accommodations and not general inquiries or resume submittals. In Ontario, our organization / business is committed to fulfilling our requirements under the Accessibility for Ontarians with Disabilities Act. Under the Act, accommodations are available on request for candidates taking part in all aspects of the selection process.

While we sincerely appreciate all applications, only candidates selected for an interview will be contacted.

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