Reporting to Manager, Team Member Experience and Service Management, the End User Support Analyst’s responsibility will include, but not limited to, effectively performing day-to-day operations through receiving, responding to, resolving and escalating incidents and service requests by phone, email, online and in-person following ITSM processes. The EUS Analyst will work with other areas within AFSC to coordinate all activities associated with the life cycle of software and hardware.

The End User Support Analyst has one or more primary areas of focus but also provides support to all areas within the team. This includes Service Desk, Desktop, Endpoint Administration, Enterprise Service Management, Asset Management and DS Contract Coordination. What will your growth opportunities look like in this role? Expand into endpoint management, influencing broader technology strategy and standards across platforms and teams

Develop people leadership capabilities, with opportunities to be Subject matter Expert or Principal role over time

Drive innovation and modernization initiatives, shaping the long-term technical roadmap and advancing cloud, data, and platform capabilities across the organization What will you be responsible for?

Provide

Tier I and II technical support by diagnosing, troubleshooting, and resolving operational and technical incidents while meeting service level expectations and ensuring excellent customer service.

Support end users through effective issue resolution, clear communication, timely follow-up, and adherence to security, confidentiality, and organizational policies.

Manage IT assets throughout their lifecycle, including inventory maintenance, upgrades, procurement, reporting, and record management.

Maintain and support Enterprise Service Management (ESM) processes, reporting, documentation, and contract coordination activities within Digital Services.

Create and maintain technical documentation, knowledge base articles, work plans, configuration records,



and reporting in systems such as Azure DevOps and the CMDB.

Collaborate with stakeholders to evaluate, test, implement, and optimize hardware, software, and technology solutions that meet business needs.

Contribute to continuous improvement initiatives by identifying enhancement opportunities, recommending process improvements, monitoring end-user platforms, and supporting change management activities.

Provide technical leadership through knowledge sharing, mentoring junior analysts, supporting operational readiness, and facilitating change management and emergency response processes. What are we looking for from you? Strong analytical and problem-solving skills with the ability to investigate complex issues, evaluate information from multiple sources, and identify effective solutions.

Demonstrates accountability, reliability, and commitment to meeting individual and team objectives while delivering results.

Effective planning, organization, and prioritization skills, with the ability to manage competing demands and work independently with minimal supervision.

Continuous improvement mindset focused on identifying efficiencies, optimizing processes, and enhancing service delivery.

Solid interpersonal and collaboration skills, building productive partnerships and working effectively with cross-functional teams to achieve shared goals.

Adaptable and proactive approach to learning, embracing new technologies, innovation, and challenging opportunities with energy and urgency. What else is in it for you? Flexible working arrangements, including hybrid and fully remote options.

Comprehensive health, dental, and vision coverage starting on your first day.

Annual health spending account.

A Winter Holiday closure to recharge and reset.

Participation in the PSPP pension plan.

Generous vacation entitlements and special leave days.

Access to health and wellness programs to support your overall well-being.

Qualifications Computer Systems Diploma

3 years of related experience

Experience with Oracle IAM, Azure, SCCM, Powershell, Scripting, and/or Power Automate is desired

📌 End User Support Analyst (Lacombe)
🏢 Agriculture Financial Services
📍 Lacombe