Description

The Information Technologies is currently seeking a Full-time Regular Operations Analyst.

Reporting to the Manager, Data Centre and Facility Operations, the position will function as part of Information Technologies supporting a broad range of enterprise technologies, IT facilities and IT services across the University of Calgary Campuses.

The Operations Analyst 2 role will be called on to assist with the 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 workplace, intricate problem-solving and high levels of stress associated with the position.

Work may require the management of competing interests with satisfactory outcomes for all involved. Works where there is ambiguity, continuous change, and shifting priorities between supporting research, learning and administrative environments. The position requires regular upgrades of skills, and demonstrated advanced knowledge of department processes as technologies and tools change.

This position has the accountability for the successful training and mentoring of junior staff. The job is driven by activities and users which will require rotating shift work to adequately cover the environment in a 24/7 operation. In some emergency situations on call or call out may be necessary.

Summary of Key Responsibilities

Technical

- Takes responsibility for his/her own learning and skills development by staying current with latest technology trends, unit procedures, and IT processes
- Provide accurate technical advice and support to all clients
- Ensure the timely and effective resolution of all technical issues,



either personally or by involving other IT team members when appropriate
- Follow all standard procedures
- Adhere to all IT policies
- Must demonstrate advanced knowledge of unit procedures and equipment through continuous learning and testing by Team Lead or unit Manager
- Must demonstrate and be accountable for becoming a subject matter expert in various areas of service delivery and/or specific unit or IT service knowledge
- Must demonstrate advanced troubleshooting skills and understanding of IT service dependencies through continuous learning and testing by Team Lead or unit Manager

Communication

- Must communicate clearly and effectively orally and in writing
- Must understand and follow oral and written instructions
- Must demonstrate active listening skills
- Must communicate effectively in individual or group situations
- Ensures that the unit Manager, Team Lead and other team members are kept informed of all activities and progress of work by sharing accurate information regarding service events, projects and activities using tools and methods outlined by unit management

Training

- Accountability for the successful training and mentoring of junior staff
- Responsible for the ongoing input to and documentation of the training program of junior staff

Documentation

- Must prepare clear, well-written reports, diaries, records, and log entries




- Must document all service events and activities accurately, clearly and concisely according to current unit procedures
- Develop new or existing service documentation according to unit standards as requested and within specified timelines
- Identify, document and escalation opportunities for process improvement
- Development of IT service metrics and documentation as requested and within specified timelines

Leadership

- Must demonstrate the ability to seek a team approach to service delivery as appropriate
- Must demonstrate the ability to reconcile differing perspectives, develop consensus, and secure cooperation and support from customers and other IT team members
- Must demonstrate the ability to work and develop a team based approach to solve critical highly technical issues

Other

- Ensure a clean and tidy work and facility workplace by ensuring regular cleaning process is done according to unit procedures and training
- Takes responsibility for his/her own learning and skills development
- Ensures regular work attendance for specified shift and timely reporting for start of shift
- Work as a team to deliver timely and effective IT services
- Must be able to work in a high volume environment with frequent interruptions and changing priorities
- Must demonstrate the ability to work collaboratively and interact respectfully and persuasively with a variety of internal and external contacts
- Develop and maintain positive working relationships within the IT group and with clients
- Liaise closely with other departments within IT to facilitate efficient workflow
- Work within or excee

📌 Operations Analyst (Calgary)
🏢 University of Calgary
📍 Calgary