Technical Operations Analyst

SASCU; Salmon Arm; On-site; CAD 56,000 - 70,000; Full time

Benefits offered by this job

Salary bonus and incentive pay

Pension plan with SASCU matching

Comprehensive benefits package

Flexible spending account

Flexible work arrangements and PTO

Career growth and training support

Banking fee reductions

Job summary

Force Inspection Services is seeking a Technical Operations Analyst to ensure smooth day-to-day technology service delivery and act as the liaison between the internal team and managed service providers.

You will monitor service performance, support incident escalation, and contribute to governance to continuously improve service quality and user experience. The role emphasizes analytics, collaboration, and customer-focused operations.

Qualifications

• Post-secondary diploma in IT, Business Admin, or related field.
• 4–5 years of IT service coordination, vendor support, or IT operations.
• Familiarity with ITIL practices and service management tools.
• Experience with MSPs or outsourced IT environments is a plus.
• Strong analytical, communication, and problem-solving skills.
• Detail-oriented with strong organizational skills; can manage multiple priorities.

Responsibilities

• Act as the primary liaison between SASCU and MSPs to ensure day-to-day operational performance.
• Monitor service desk performance and adherence to SLAs and escalation protocols.
• Track and analyze service delivery metrics to identify performance gaps and improvements.
• Prepare and support service review meetings with clear insights and recommendations.
• Maintain documentation on service delivery, performance reports, and workflows.
• Collaborate with internal teams to ensure service alignment with business needs.
• Support onboarding and integration of new vendor services.

Skills

Analytical skills

Communication

Problem-solving

Customer service mindset

Organization

Multitasking

Education

2 Year Degree

Tools

ITIL/ITSM tools

Job description

• Location 370 Lakeshore Drive NE,Salmon Arm, BC, V1E 4N9,Canada
• Base Pay $55,912.35 - $69,890.54 / Year
• Employee Type Hourly Full Time
• Required Degree 2 Year Degree
• Manage Others No

Description

The Technical Operations Analyst ensures the effective day-to-day delivery of technology services by coordinating operational activities of the Managed Services Providers. The role monitors service performance and provides internal visibility into vendor-delivered services. The Analyst also supports incident escalation, contributes to service review and governance processes, and helps drive continuous improvement in service quality and user experience.

What you’ll do (key responsibilities):

• Ensure seamless day-to-day operational performance by acting as the primary liaison between SASCU and the MSPs.
• Monitors service desk performance and adherence to Service Level Agreements (SLAs) and escalation protocols to ensure service consistency and accountability from service partners.
• Tracks and analyzes service delivery metrics and trends to identify performance gaps and recommend actionable improvements that contribute to increased user satisfaction.
• Prepares and supports service review meetings by providing clear insights, analysis, and recommendations.
• Maintains documentation related to service delivery, performance reports, and operational workflows to support reliable decision-making and audit readiness.
• Collaborates with internal teams to ensure service alignment with business needs, supporting smooth operations and a positive user experience.
• Supports the onboarding and integration of new vendor services to ensure transitions are well-coordinated and new services become fully operational with minimal disruption.

What you’ll bring (qualifications):

• Post-secondary diploma in Information Technology, Business Administration, or a related field.
• 4–5 years of experience in IT service coordination, vendor support, or IT operations.
• Familiarity with Information Technology Infrastructure Library (ITIL) practices and service management tools (e.g., incident, request, and change management systems).
• Experience working with managed service providers or outsourced IT environments is an asset.
• Strong analytical, communication, and problem-solving skills.
• Detail-oriented with strong organizational skills, able to manage multiple priorities and service requests simultaneously.
• Commitment to continuous improvement, actively seeking opportunities to enhance service delivery and user experience.
• Strong customer service mindset, with the ability to build trust and positive relationships across the organization.

We invest in our employees by offering (rewards and benefits):

• A competitive base salary plus performance-based incentive pay, and a pension plan with SASCU matching all funds.
• Comprehensive group benefits coverage including extended health and dental care, travel insurance, and life insurance, and an Employee and Family Assistance Program.
• Flexible spending account for additional health and personal wellness activities and expenses.
• Flexible work arrangements and paid time off including vacation, medical/care time, personal days, and paid community volunteering.
• Opportunities for career growth, financial assistance for training and development, and rewards and recognition.
• Additional benefits including waived or reduced banking fees and reduced rates on personal loans and mortgages.

This is a full-time, Monday to Friday position.