It Service Desk Analyst

Who We Are?

ONxpress Transportation Partners (ONxpress) were chosen by Metrolinx and Infrastructure Ontario (IO) to enter the Development Phase of the On-Corridor Works project – the largest project in Metrolinx’s GO Expansion.

Unprecedented in its scale and complexity, this multi-billion-dollar capital program will transform the GO regional rail network with electrification, more frequent service, shorter journey times and a more modernized system for the Greater Toronto and Hamilton Area.

Accountability

• Provide technical support to users
• Collaborate with Level 2 and L3 Network, Cloud, Security, Applications and vendor team to resolve issues quickly
• Establish processes for ITSM processes and knowledge management
• Support IT Manager Helpdesk in developing and implementing an IT Help Desk Strategy
• Perform triage and troubleshoot Level 1 Network, Cloud, Security and applications related issues

Responsibility

• Demonstrate thorough understanding of ITIL processes and Service Now
• Has excellent communication and documentation skills
• Work in close alignment with O&M IT team to establish IT processes for request, change, incident and problem management
• Demonstrate excellent time management and prioritization skills

Education

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field

Competencies & Skills

• High customer benefit orientation
• Good knowledge of project management principles
• Fluency in English.
• Respectful, appreciative interaction
• General knowledge of IT Networks, Cyber Security, Cloud and application development.
• Knowledge of Cloud computing, API (Application Program Interfaces) Integration, systems integrations is preferred.
• Experienced in working in intercultural environments
• Strong interpersonal skills and ability to effectively communicate with teams across the entire organization
• Knowledge of IT networks, protocols, IT network equipment and security
• Knowledge on Lean, Agile (SAFe), devbizops, devsecops and IT4IT frameworks/practices is preferred.
• Knowledge on application development processes including thorough knowledge of IT service management concepts (ITIL) being a plus
• Specialist domain knowledge of IT Service Management.

Privacy Notice: ONxpress Operations Inc. (“ONxpress”), a member of the Deutsche Bahn group of companies, is committed to protecting the privacy of our candidates and users of this career portal. By applying to a position through this career portal, you acknowledge and agree that your personal information will be accessible only by ONxpress and the Deutsche Bahn group of companies to enable them to provide you with recruitment services and for the purposes of business development, systems development, and testing.

ONxpress fosters diversity, inclusion and belonging within and across our organization. We welcome all to apply including, women, visible minorities, Indigenous peoples, persons with disabilities, and persons of any sexual orientation or gender identity.

If you require accommodation during any step of the application process, please email us at [email protected]