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 advantages 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.

📌 Technical Operations Analyst (Salmon Arm)
🏢 SASCU
📍 Salmon Arm