Service Delivery Analyst

2 weeks ago

Calgary, Alberta, Canada Nutrien Full time

At Nutrien, our purpose is Feeding the Future and we do so with safety, inclusion, integrity and results as our core values. Nothing is more important than sending our people home safe, every day.

Nutrien is a leading provider of agricultural products, services, and solutions. With over 26,000 employees world-wide, we are the largest producer of potash (by capacity) and one of the world's largest producers of nitrogen and phosphate. We also operate a leading agriculture retail network that services over 500,000 growers globally.

We harvest the best. Diverse views and experience make us strong. We look for people who have a safety-first mindset, who are collaborative team players, who deliver on their commitments, act with integrity, and who support inclusion.

Working at Nutrien will provide you an opportunity to help us raise the expectation of what an agriculture company can beand grow your career.

This position reports to the Supervisor, Service Delivery - Digital & Retail.

What you will do:

Monitor multiple intake methods for escalations in a timely manner Act as liaison between customers and level 2+ support teams to collaborate on continuous improvement Ask questions to determine nature of the incident and walk agents or leads through problem-solving process Review, resolve and/or track progress and resolution of incidents and service requests reported to IT Support organization (including Retail, Digital, System Access, and other entities within Nutrien) Document all steps taken during the escalation to track the progress until resolved Communicate the customer urgency to all IT team members working the ticket and set next steps and expectations to the customers Listen to customer feedback and share expertise in making recommendations to leadership on how to create a more positive customer experience Provide feedback and reporting on escalated trends impacting customer experience Participate in providing details and testing for critical incidents Provide advanced level support to IT colleagues via phone, e-mail, chat, and self-service Escalate and triage incidents and requests internally or to level 2+ groups as required Support the latest mobile devices (e.g., iPads and iPhones) and developed applications Install, modify, and repair computer hardware and software via remote access means Support for the above tasks is primarily completed by telephone, email, or chat

What you will bring:

Bachelor's degree in Computer Science, Engineering, Business, or another relevant field 2+ years of IT experience supporting desktop issues within an enterprise environment in a support role in a PC environment Excellent verbal and written communication skills that enable the delivery of consistent, exceptional customer service regardless of the situation or temperament of the customer Team player able to work effectively in partnership with other team members in a fast-paced and changing environment. Ability to Stay Flexible, Think Forward and have an Own It mindset Strong troubleshooting skills managing workstations, network and its peripherals, other devices like printers, scanner, CC machines, wireless devices, etc. Working experience with Azure, Exchange, Office365 Administration & Licensing, Active Directory understanding Ability to learn new technology and business applications Experience with enterprise Incident Management solutions, preferably ServiceNow Desired certifications: ITIL Foundations and MCDST certifications and Experience using LogMeIn, RDC, SharePoint and Citrix technologies Strong customer focus Organized, energetic self-starter with a positive, upbeat attitude Problem solving with a high technical aptitude and strong escalations and logic skills Time management Continuous improvement experience

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