Job Description ROLE SUMMARY & RESPONSIBILITIES The Senior Analyst role is a key role within Enterprise IT Operations, reporting directly to the Sr.

Manager of Hub Sites .

This position builds on core deskside and support capabilities, expanding the analyst''s scope to include operational responsibilities that enhance end-to-end service delivery.

The Senior Analyst will be equipped with increased access to systems and tools to directly carry out transactional tasks that were previously routed through engineering teams.

The role is ideal for a technically adept support professional with strong troubleshooting skills, a customer-first mindset, and a desire to take ownership of critical service operations in a fast-paced environment. YOUR DAY TO DAY: Provide advanced deskside and remote support to end users through independent analysis and judgment, ensuring timely resolution of all technical issues Provision user accounts, mailboxes, licenses, and other service-related resources.

Configure and administer tasks across IT platforms.

Exercise autonomy in managing operational tasks and processes using internal tooling.

Partner with engineering teams to design and transition recurring activities into scalable workflows.

Maintain accurate documentation of procedures and task execution.

Contribute to continuous improvement efforts through feedback and process refinement.

Oversee technical aspects of onboarding and offboarding workflows with minimal escalation. RSUM DU RLE ET DES RESPONSABILITS Le rle d analyste senior est un poste cl au sein des Oprations TI dentreprise et relve directement du gestionnaire senior des sites pivots .

Ce poste sappuie sur les comptences fondamentales en soutien technique de proximit (deskside) et en soutien aux utilisateurs, tout en largissant la porte du rle afin dinclure des responsabilits oprationnelles qui renforcent la prestation de services de bout en bout.

Lanalyste senior disposera dun accs largi aux systmes et aux outils lui permettant dexcuter directement des tches transactionnelles qui taient auparavant achemines vers les quipes dingnierie.

Ce rle convient parfaitement un professionnel du soutien technique possdant de solides comptences en dpannage, une approche axe sur le client et le dsir dassumer la responsabilit doprations critiques de services dans un environnement dynamique et en constante volution. VOTRE QUOTIDIEN : Fournir un soutien technique avanc aux utilisateurs, sur place et distance,



en sappuyant sur une analyse et un jugement indpendants afin dassurer la rsolution rapide de tous les problmes techniques Approvisionner les comptes utilisateurs, botes aux lettres, licences et autres ressources lies aux services Configurer et administrer des tches travers diverses plateformes TI Faire preuve dautonomie dans la gestion des tches et des processus oprationnels laide des outils internes Collaborer avec les quipes dingnierie pour concevoir et transfrer des activits rcurrentes vers des flux de travail volutifs Maintenir une documentation prcise des procdures et de lexcution des tches Contribuer aux initiatives damlioration continue par la rtroaction et loptimisation des processus Superviser les aspects techniques des processus dintgration et de dpart des employs, avec un minimum descalades Qualifications Proven experience in an IT support or deskside analyst role with strong troubleshooting skills Familiarity with enterprise systems such as Active Directory, Exchange, and Microsoft 365 Ability to analyze complex technical issues, identify root causes, and recommend long-term solutions Ability to follow standard operating procedures and execute technical tasks accurately Oversee technical aspects of onboarding and offboarding workflows, with minimal escalation.

Strong attention to detail and ability to complete service requests independently Robust critical thinking and decision-making skills Ability to work autonomously, manage priorities, and deliver outcomes Strong organizational and time management skills in a fast-paced environment This position requires fluency in both English and French, including written and oral communication skills, to support collaboration and provide services to employees across Canada and the United States. DESIRED CHARACTERISTICS Demonstrated ability to quickly adapt to new tools, technologies, and processes Experience working cross-functionally with engineering or infrastructure teams ADDITIONAL REQUIREMENTS Hybrid: This position currently has a hybrid schedule, which requires contributing from the office a minimum of four days per week.





The Company reserves the right to change in-office requirements at any time. EXIGENCES DE BASE Exprience dmontre dans un rle de soutien TI ou danalyste en soutien technique de proximit (deskside), avec de solides comptences en dpannage Connaissance des systmes dentreprise tels qu

Active Directory, Exchange et Microsoft 365 Capacit analyser des problmatiques techniques complexes, en identifier les causes profondes et recommander des solutions durables Capacit suivre des procdures oprationnelles normalises et excuter des tches techniques avec prcision Grande rigueur et souci du dtail, avec la capacit de traiter des demandes de service de faon autonome Excellentes aptitudes en pense critique et en prise de dcision Capacit travailler de manire autonome, grer les priorits et livrer des rsultats Solides comptences organisationnelles et en gestion du temps dans un environnement dynamique et rapide Ce poste exige la matrise du franais et de langlais, tant loral qu lcrit, afin de soutenir la collaboration et de fournir des services aux employs au Canada et aux tats-Unis. CARACTRISTIQUES SOUHAITES Capacit dmontre sadapter rapidement de nouveaux outils, technologies et processus Exprience de collaboration interfonctionnelavec des quipes dingnierie ou dinfrastructure EXIGENCES SUPPLMENTAIRES Hybride: Ce poste est actuellement assorti dun mode de travail hybride, qui ncessite une prsence au bureau dau moins quatre jours par semaine.

La Socit se rserve le droit de modifier en tout temps les exigences relatives la prsence au bureau.

Additional Information As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal''s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation.

You can submit your request to AccessibilityS.

📌 Senior Analyst, TechEx | Analyste Senior, TechEx (Montreal)
🏢 NBCUniversal
📍 Montreal