Operations Analyst

Manitoba Liquor & Lotteries; 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

The Operations Analyst is responsible for providing technical and non-technical operational support to Manitoba Liquor & Lotteries end users and to First Nations casinos within Manitoba. Using prescribed Information Technology Infrastructure Library (ITIL) process methods; this position leads in providing operational support and user management and provides support defined by all lower level Tier positions.

As the Tier II support contact for Service Desk, the incumbent’s objective is to identify the root cause of problems and prevent subsequent incidents.

• Assist end users with software applications, file accesses and hardware support as required.
• Action and close all Tier II support calls, including matching to recurring problems in support database, defining, investigating, diagnosing and resolving all problems, monitoring known errors and raising Service/Support RFCs (Requests for Changes), preventing incidents by proposing and implementing improvements to the infrastructure, and reporting on results and major changes.
• Recover services/systems in a timely manner, and document all actions in the support database.
• Escalate incidents for Tier III support promptly to appropriate ITS staff, based on impact, urgency and prescribed priorities and resolution times.
• Assist with communication of site failures and outages. Monitor systems/services for errors, capacity issues and potential failures.
• Research technical and non-technical problems, and resolve in a timely manner.
• Create and modify procedures as required.
• Install hardware, operating system, and application software.
• Coordinate all voice and data cabling as required.
• Install, configure, patch and troubleshoot desktops and peripherals including printers, scanners, POS equipment, and etc.
• Lead in providing operations support and user management.
• Provide Tier 1 support when required.
• Perform Start of Day and End of Day procedures on all revenue-generating systems.
• Take a lead role in the ongoing evolution of support procedures in collaboration with the other IT support groups.
• Escalate all problems to appropriate ITS staff.
• Patch servers as required.
• Monitor server to ensure operational performance.
• Complete client administration and file restoration.
• Administrate backups and offsite storage of tapes and disks.
• Contact, coordinate with and update external vendors.
• Perform quarterly tasks at remote First Nation casinos.
• Modify and delete accounts for all assigned systems.
• Manage new administration accounts for all assigned systems.
• Conduct ERP administration including batch job scheduling, application security, and object promotion.
• Participate as a technical resource for project teams.
• Support and comply with Corporate Social Responsibility, policies, procedures, and practices.
• Complete required courses and video training.
• Other related duties as assigned.

• 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.
• The core competencies for this position include achieving quality results, adaptability/managing change, communication, customer service, decision making and problem solving, integrity and building trust, teamwork and cooperation and valuing diversity. These competencies are deemed important for the success of the position and organization.

• Coursework and/or industry certifications are strongly recommended e.g. A+, Network+, Linux+, RHCE, MCTS, MCITP, CCNA, OCA. Courses in supervision/management would be an asset.
• Previous customer service experience and proven project coordination exposure is an asset.
• Bilingual French/English language skills are an asset.

***Testing may form part of the screening/selection process. Employment Equity will be a factor in the recruitment process. Circumstances may arise where the bulletin may need to be withdrawn or the number of positions may need to be increased depending on the Collective Agreement.

We thank all interested applicants, however, only those selected for interviews will be contacted.