Term Operations Analyst

Manitoba Liquor & Lotteries; Winnipeg; On-site; CAD 65,000 - 95,000; Full time

Job summary

Manitoba Liquor & Lotteries is seeking an Operations Analyst to provide technical and non-technical operational support for end users and First Nations casinos across Manitoba. The role follows ITIL processes and leads in user management and ongoing support.

As Tier II service desk contact, you will identify root causes, resolve incidents, coordinate with Tier III, perform system maintenance, ERP administration, backups, and vendor coordination.

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.
• 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.

Responsibilities

• Provide Tier II end-user support for software applications, file access, and hardware.
• Identify root causes, diagnose, and resolve problems; coordinate with Tier III and ITS staff.
• Maintain and document actions in support databases; monitor systems for errors and capacity.
• Perform ERP administration including batch scheduling, security, and object promotion.
• Administrate backups and offsite storage; manage user accounts and access.

Skills

ITIL processes

Root-cause analysis

Customer service

Communication

Adaptability

Teamwork

Problem solving

Education

IT-related degree or diploma

Tools

ERP administration

Windows server administration

Linux administration

Backup management

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.