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Company | Lafarge Canada |
Address | Laval, Quebec, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Construction,Wholesale Building Materials,Mining |
Expires | 2023-07-25 |
Posted at | 11 months ago |
Why work for Lafarge?
- 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
- Resolve and respond to customer issues
- Act as resolution Tier 2 and Tier 3 escalation point for complex business systems concern and issues
- 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
- Work with the Operational Analyst team to resolve and communicate resolutions to customer inquiries, escalating issues as needed
- Maintain, monitor, and administer related computing environments, including directories, systems software, applications software, and management tools
- Create technical documentation around new and established processes and procedures
- Responsible for the management of asset inventory in compliance with defined asset management processes
- Collaborate with other Americas Digital Center and Global teams to deliver excellence to customers by way of projects or issue resolution
- Contribute to ITSM Knowledge Base
- Identify and suggest process and system enhancements
- 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
- Participate in the evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations
- Seek to continuously improve operations
- Develop an enhanced understanding of IT processes and policies as defined by the Americas Digital Center and how they affect our customers
- Participate in training to continue to develop key functional and technical skills and improve business acumen
- Lead customer training sessions on IT policies, directives, and processes and act as SME and Champion within the Business
- Communicate frequently with Management, working to develop personal skills and abilities
- Consistently meet assigned project deadlines in an agile and rapidly moving environment
- Other duties as required
- Investigate and test new technologies related to the position
- Stay apprised of service center knowledge and industry best practices
- Perform at a level that assists in attaining overall and team-level performance measures and goals
- External: Vendors, consulting companies, expert groups from Industry with a view to share and learn
- Internal: Business end users, relationship managers, project managers, and various IT teams
- Preferred Training/Certifications: ITIL v4 Foundations; Microsoft Certifications or working toward them; Cisco Certifications or working toward them
- Fully bilingual (French and English) (Mandatory)
- Licenses Preferred: none
- 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 Computer and Software Skills: Experience with Active Directory, Service Now (SNOW), Microsoft SQL
- Travel Requirements: Locally up to 40%
- Preferred Education: Bachelor’s Degree
- Diverse capability for problem-solving, decision making and sound judgment
- Effectively examine events, issues and problems and generate optimal solutions in a timely manner
- Ability to quickly adapt to and from single person to team working environments
- High willingness to drive transformation and service improvement
- Attention to detail
- 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
- Leads with a sense of collaboration and work effectively across the organization to achieve goal
- Foster a business focused environment delivering exceptional customer service and anticipating future customer needs
- Highly professional demeanor 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
- Highly self-motivated and directed
- Strong organizational and communications skills
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