It Operations Specialist (Avg)

Duties and Responsibilities:

• Monitor real-time and batch related process execution to ensure processes are completed within established timelines
• Coordinate internal 407 IT teams to address systems related issues in an efficient and collaborative manner
• Ensure all incidents are properly reported, addressed, updated and closed in accordance with predetermined Service Levels, Incident and Problem Management processes
• Available to work 12hr shift within a continental rotation in 24x7 environment with a hybrid support model
• Provide initial triage, investigation and resolution of incidents. This may include deploying automated code to production, automated recovery scripts and runbook execution
• Proactively monitor system performance and anticipate operational improvements to ensure smooth and consistent business outcomes
• Manage communications with third party support vendors including working with their Service Desks, coordinating technician conference calls and creating, updating and monitoring incident and request records in their IT Service Management tools
• Create and distribute operational reporting to provide operational transparency
• Participate in manual verification of business processes outcomes where automation opportunities exist while working with the Monitoring team to address gaps

Qualifications:

• 2+ years working experience with ServiceNow or comparable IT Service Management toolsets
• Bachelor’s degree in Computer Science, Computer Engineering or equivalent training and experience
• 2+ years practical experience using batch scheduling tools such as IBM Workload Scheduler (IWS)
• 3+ years practical experience with Operations and Monitoring practices

Nice Have:

• SAP experience an asset
• Experience with the incident and problem management lifecycles
• Salesforce experience an asset
• Familiar with operational monitoring technologies and trends
• Familiar with Knowledge Centered Service principles

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
Accommodations for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.