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. Works where there is ambiguity, continuous change, and shifting priorities between supporting research, learning and administrative environments. 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 setting in a 24/7 operation. In some emergency situations on call or call out may be necessary. 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 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 Must communicate clearly and effectively orally and in writing 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 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 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 Ensure a clean and tidy work and facility environment by ensuring regular cleaning process is done according to unit procedures and training 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 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 exceed the commitments made to the University community Advanced knowledge of the following technical

skills:
Windows Active Directory Standard PC computer and peripheral support Standard support for mobile devices / smart phones Standard printer / multifunction printer network configuration and troubleshooting Knowledge of standard software packages (MS Office, Internet Explorer) Intermediate knowledge of current operating systems (Windows, Linux) Intermediate network troubleshooting skills (wired, wireless, and VPN technologies) Must possess excellent customer service skills Ability to transfer technical information to clients with little or no technical background, and an ability to translate customer needs into requests for service Proven ability to provide customer support via telephone, email and remote software tools in addition to in-person support Pleasantly and respectfully interacts with co-workers, supervisor, members of the University community Ability to perform heavy manual labour work related to equipment installation or removal A valid Class 5 driver¿s license (cannot be a graduated license) with proven good driving record (abstract required). Working knowledge of current IT tools (example: Remedy Action Request System) an asset 5-7 years of experience directly related to: enterprise server, desk side support, computer lab support or help desk support ~ Undergraduate degree or Technical School dip

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