IT Analyst

Key Responsibilities:

Resolve and respond to customer issues.
Create technical documentation around new and established processes and procedures.
Effectively and efficiently apply predefined resolution frameworks, specialized IT system tools with the application of appropriate IT knowledge skills (e.g. troubleshooting) to resolve and respond to customer issues.
Responsible for the management of asset inventory in compliance with defined asset management processes.
Act as resolution Tier 2 and Tier 3 escalation point for complex business systems concern and issues.
Actively engage in project assignments including defining and leading project tasks and/or work.
packages to ensure adherence to budget, schedule, and scope of project.
Maintain, monitor, and administer related computing environments, including directories, systems software, applications software, and management tools.
Participate in the evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations.
Contribute to ITSM Knowledge Base.
Develop an enhanced understanding of IT processes and policies as defined by the Americas Digital Center and how they affect our customers.
Work with the Operational Analyst team to resolve and communicate resolutions to customer inquiries, escalating issues as needed.
Communicate frequently with Management, working to develop personal skills and abilities
Seek to continuously improve operations.
Identify and suggest process and system enhancements.
Perform at a level that assists in attaining overall and team-level performance measures and goals.
Stay apprised of service center knowledge and industry best practices.
Investigate and test new technologies related to the position.
Collaborate with other Americas Digital Center and Global teams to deliver excellence to customers by way of projects or issue resolution.
Consistently meet assigned project deadlines in an agile and rapidly moving environment.
Ensure compliance with all Health and Safety policies and initiatives outlined in the Health and Safety manual.
Be available after hours for critical issue resolution.

Key Requirements and Technology Experience:

Skills-Active Directory, Service Now (SNOW), Microsoft SQL, ITIL.
Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure the availability of the service in accordance with service level commitments.
High willingness to drive transformation and service improvement.
Ability to quickly adapt to and from single person to team working environments.
Highly self-motivated and directed.
Diverse capability for problem-solving, decision making and sound judgment.
Strong organizational and communications skills.
Highly professional demeanour with the ability to speak confidently, courteously and credibly to all levels of management.
Work effectively in the face of ambiguity, shifting priorities and rapid change while actively developing one’s skills and capabilities.
Foster a business focused environment delivering exceptional customer service and anticipating future customer needs.
Effectively examine events, issues and problems and generate optimal solutions in a timely manner.
Leads with a sense of collaboration and work effectively across the organization to achieve goal.
Preferred Education: Bachelor’s Degree
Field of Study Preferred: Computer Science, Engineering, or related discipline with an IT focus.
Required Work Experience: 3 – 5 years in End User Support.
Preferred Training/Certifications: ITIL v4 Foundations; Microsoft Certifications or working toward them; Cisco Certifications or working toward them.
Preferred Computer and Software Skills: Experience with Active Directory, Service Now (SNOW), Microsoft SQL.