Operations Analyst - Information Technologies

University of Calgary; Calgary; On-site; CAD 65,000 - 90,000; Full time

Job summary

The University of Calgary Information Technologies department is seeking a Full-time Limited Term Operations Analyst for approx. 12 months to support a wide range of IT facilities and services across campuses.

The role emphasizes documentation, ticketing, collaboration with service owners and adherence to processes while handling high volumes in a demanding environment. Responsibilities include training junior staff, developing service documentation, and providing technical support and

Qualifications

• Advanced technical knowledge of enterprise IT environments.
• Experience with server and desk-side support.
• Familiarity with IT service management processes (ITIL).

Responsibilities

• Learn and stay current with technology trends and IT processes.
• Provide accurate technical advice and support to clients.
• Resolve technical issues individually or with team assistance.
• Follow standard procedures and IT policies.
• Mentor and train junior staff.
• Prepare clear reports and maintain documentation of events and activities.

Skills

Enterprise server tech

Windows Active Directory

PC hardware support

Mobile device support

Printer/network config

MS Office

Windows/Linux OS

VPN networking

Hardware warranty repair

Education

Undergraduate degree or Technical School diploma in IT

A+ certification

Network+ certification

ITIL Foundations certification

Job description

Description

The Information Technologies is currently seeking a Full-time Limited Term Operations Analyst for approximately 12 months. Reporting to the Manager, Date Centre Operations and Voice Services, the position is primarily an administrative role and functions as part of Information Technologies, supporting a broad range of systems, enterprise technologies, IT facilities and IT services across the University of Calgary campuses. The Operations Analyst will assist with documentation, ticketing, liaising with service owners and following predefined processes and tasks. Includes some troubleshooting and support of IT and facility-related technologies within the supported Data Centre locations. There is a high volume of work in a very complex environment, intricate problem-solving, attention to details and high levels of stress can be associated with the position at times. Work may require the management of competing interests with satisfactory outcomes for all involved. The role operates where there is ambiguity, continuous change and shifting priorities between research, learning and administrative environments. The position requires regular skills upgrades and demonstrated advanced knowledge of department processes as technologies and tools change. This position is accountable for the successful training and mentoring of junior staff. Activities and user needs require rotating shift work to adequately cover the environment in a 24/7 operation. In some emergency situations, on-call or call-out work may be necessary. Shift schedule: Employees currently work 24 shifts of 8.75 hours over six weeks. Day: 7:00 a.m. to 4:45 p.m.; Evening: 3:15 p.m. to 1:00 a.m.; Night: 9:45 p.m. to 7:30 a.m.

Summary of Key Responsibilities

(job functions include but are not limited to):

Technical

• Takes responsibility for learning and skills development by staying current with the latest technology trends, unit procedures and IT processes.
• Provides accurate technical advice and support to all clients.
• Ensures the timely and effective resolution of all technical issues, either personally or by involving other IT team members when appropriate.
• Follows all standard procedures and adheres to all IT policies.
• Demonstrates advanced knowledge of unit procedures and equipment through continuous learning and testing by the Team Lead or unit Manager.
• Demonstrates and is accountable for becoming a subject matter expert in various areas of service delivery and/or specific unit or IT service knowledge.
• Demonstrates advanced troubleshooting skills and understanding of IT service dependencies through continuous learning and testing by the Team Lead or unit Manager.

Communication

• Communicates clearly and effectively, orally and in writing.
• Understands and follows oral and written instructions.
• Demonstrates active listening skills and communicates effectively in individual or group situations.
• Keeps the unit Manager, Team Lead and other team members informed of activities and work progress by sharing accurate information regarding service events, projects and activities using tools and methods outlined by unit management.

Training

• Is accountable for the successful training and mentoring of junior staff.
• Provides ongoing input to, and documentation of, the training program for junior staff.

Documentation

• Prepares clear, well-written reports, diaries, records and log entries.
• Documents all service events and activities accurately, clearly and concisely according to current unit procedures.
• Develops new or existing service documentation according to unit standards, as requested and within specified timelines.
• Identifies, documents and escalates opportunities for process improvement.
• Develops IT service metrics and documentation as requested and within specified timelines.

Leadership

• Demonstrates the ability to seek a team approach to service delivery as appropriate.
• Reconciles differing perspectives, develops consensus, and secures cooperation and support from customers and other IT team members.
• Works within and develops a team-based approach to solve critical, highly technical issues.

Other

• Ensures a clean and tidy work and facility environment by completing regular cleaning according to unit procedures and training.
• Takes responsibility for learning and skills development.
• Ensures regular attendance for the specified shift and timely reporting for the start of shift.
• Works as a team to deliver timely and effective IT services.
• Works effectively in a high-volume environment with frequent interruptions and changing priorities.
• Works collaboratively and interacts respectfully and persuasively with a variety of internal and external contacts.
• Develops and maintains positive working relationships within the IT group and with clients.
• Liaises closely with other departments within IT to facilitate efficient workflow.
• Works within or exceeds commitments made to the University community.
• Ensures all actions are aligned with the organization's strategic direction, ethics, values and professional standards.

Qualifications / Requirements

Advanced technical knowledge

• Enterprise server technologies.
• Windows Active Directory.
• Standard PC computer and peripheral support.
• Standard support for mobile devices and smartphones.
• Standard printer and multifunction printer network configuration and troubleshooting.
• Standard software packages, including MS Office and Internet Explorer.
• Current operating systems, including Windows and Linux, at an intermediate level.
• Network troubleshooting, including wired, wireless and VPN technologies, at an intermediate level.
• Hands-on hardware warranty troubleshooting and repair.

Other Skills And Requirements

• Organizational skills, with the ability to prioritize and meet competing deadlines.
• Excellent customer service skills.
• Ability to transfer technical information to clients with little or no technical background, and to translate customer needs into requests for service.
• Proven ability to provide customer support by telephone, email, remote software tools and in person.
• Advanced analytical and problem-solving skills, including the ability to assess information, reflect on events and feedback, and analyse and resolve incidents
• Ability to interact pleasant and respectfully with co-workers, supervisors and members of the University community.
• Attention to detail, including recordkeeping and updating knowledge-base documentation as required.
• Ability to perform heavy manual labour related to equipment installation or removal.
• A valid Alberta driver's licence to facilitate travel to all Data Centre locations.
• Working knowledge of current IT tools such as the Remedy Action Request System, is an asset.
• Ability to work independently and as part of a team.

Experience And Education Required

• Five to seven years of experience directly related to enterprise server, desk-side support, computer lab support or help desk support.
• An undergraduate degree or Technical School diploma in a related IT or network communications field.
• Experience working in a public-sector environment.
• A+ certification is a benefit.
• Network+ certification is a benefit.
• ITIL Foundations certification is required.

Application Deadline

September 18, 2026

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

This position is part of the AUPE bargaining unit, and falls under the Technical Job Family, Phase 2.

For a listing of all management and staff opportunities at the University of Calgary, view our Management and Staff Careers website.

About The University Of Calgary

UCalgary is Canada's entrepreneurial university, located in Canada's most enterprising city. It is a top research university and one of the highest-ranked universities of its age. Founded in 1966, its 36,000 students experience an innovative learning environment, made rich by research, hands-on experiences and entrepreneurial thinking. It is Canada's leader in the creation of start-ups. Start something today at the University of Calgary. For more information, visit ucalgary.ca.

The University of Calgary has launched an institution-wide Indigenous Strategy ii' taa'poh'to'p committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.

The university's commitment to the Indigenous Strategy is evident through the oversight of 18 Elders serving on the Circle of Advisors and the many unit-based circles working towards implementation of the strategy including the Faculty Advisory Circle and teams such as the Office of Indigenous Engagement, the Writing Symbols Lodge, and the Indigenous Research Support Team. Many Indigenous-based events and processes are impacting curriculum, programming and polices at the University of Calgary.

As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Institutional Commitments ([email protected]) and requests for accommodations can be sent to People & Culture ([email protected]).

Do you have most but not all the qualifications? Research show that women, racialized and visible minorities, and persons with disabilities are less likely to apply for jobs unless they meet every single qualification. At UCalgary we are committed to achieving equitable, diverse, inclusive and accessible employment practices and workplaces and encourage you to apply if you believe you are right for this role.

We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.