Service Operations Integration Analyst

Davies; Halifax; On-site; CAD 65,000 - 85,000; Full time

Job summary

A leading company in Information Services is seeking an Integration Analyst in Halifax. The role involves ensuring rapid resolution of IT incidents, managing communications, and supporting service transitions. Candidates should have experience in Enterprise IT support and familiarity with ITIL processes. This full-time position offers opportunities for problem-solving and teamwork in a dynamic environment.

Qualifications

• Experience in Enterprise IT support in a large organization.
• Familiarity with ITIL processes for service management.
• Experience transitioning IT services during M&As.

Responsibilities

• Ensure rapid resolution of incidents and requests with a customer service focus.
• Manage business communications relating to services throughout issue lifecycles.
• Support onboarding of new services and customers.

Skills

Problem Solving

Analytical Skills

Communication

Teamwork

Education

ITIL V4 Foundation

Tools

Windows Servers

Active Directory

Microsoft 365

Job description

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Responsibilities -

• Ensuring rapid resolution of incidents and requests with a customer service focus
• Carry out Ticket resolution through the ITSM tool in line with Service Management Processes and Procedures, taking ownership and seeing issues through to resolution
• Reduce repeat IT issues by helping to identify opportunities to resolve problems rather than addressing individual issues
• Liaising with other business and IT Teams, where necessary to implement permanent fixes and solutions
• Manage business communications relating to your service(s) throughout the lifecycle of any issue
• Support the onboarding of new services and customers to ensure smooth transitions into live service
• Assess and compare legacy IT systems, processes, and tools from acquired entities against Davies’ IT landscape.
• Work closely with business units to understand usability and impact of changes.
• Work with teams to map existing workflows and identify overlaps/gaps.
• Evaluate usability concerns when switching legacy systems to Davies’ standards.
• In periods of low M&A activity, contribute to service improvements within the existing BAU support model, Document process refinements & standardization effort.

Required Skills -

• Experience working in a large organisation providing Enterprise IT support
• Experience working with ITIL processes for service management
• Experience transitioning IT services during M&As or organizational change.
• Familiarity with Incident, Problem, Change, and Release Management processes in an ITSM environment.
• ITIL V4 foundation (v4 or above)
• Process mapping & workflow optimization
• Technical experience of administration and support of some or all of the following technologies
• Windows servers (2016 and above)
• Windows desktop OS (10 and above)
• Active Directory / EntraID for user/group management
• Microsoft 365 (Office, Teams, SharePoint, OneDrive)
• Understanding of LAN/WAN networking and firewalls

Preferred Skills -

• Be an excellent problem solver with proven ability to diagnose and resolve issues.
• Have good analytical skills, be methodical and accurate and show great attention to detail.
• Have excellent verbal and written communication skills with the ability to articulate complex ideas in a clear and concise manner.
• Strong relationship-building, and conflict resolution skills, which enable effective teamwork and stakeholder engagement.
• An excellent attitude towards delivering customer service
• The ability to confidently engage with customers over the phone, listen and articulate complex information in a clear, approachable and empathetic manner.
• ‘Hands on’ approach and a willingness to learn
• Demonstrate teamwork - Contributes actively to an environment in which colleagues work cooperatively with each other.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Information Services

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