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Service Desk Analyst
3 months ago
About SNDL
About the Role
Responsibilities include, but are not limited to:
- Monitor the Business Integrations support ticket queue/board, and effectively resolve or triage support tickets
- Communicate with ticket submitters (our internal customers) to ensure issues are understood and collaborate with Business Technology resources for effective issue resolution
- Document and share details related to issue resolutions
- Create and update procedural system and support documentation as required
- Execute automated test plans to ensure the accuracy and completeness of system enhancements and customizations in Dynamics 365, and perform manual system testing as required
- Provide training on software updates as required
- Transfer system knowledge to tier 1 support teams through documentation and training sessions
- Partner with BT and Operations teams to resolve any production support issues that may arise
- Special projects and related duties as required (this role has a career path to the Jr. Business Analyst and Business Analyst positions)
Experience and Qualifications
- College diploma or university degree in computing, finance, business administration or a related field
- Minimum one year supporting ERP processes as an IT support analyst or as a power user within a business team
- Strong analytical, customer service and problemsolving abilities
- Excellent written and verbal communications skills
- Experience in a Retail environment is considered an asset
- Experience with Dynamics 365 for Finance and Operations is considered an asset
- Experience with DevOps and the Regression Suite Automation Tool (RSAT) is considered a strong asset
- Experience working independently, as well as in a crossfunctional teamoriented environment
Personal Characteristics and Requirements
- Uphold confidentiality, ethics, and demonstrate a high level of discretion at all times.
- Resultsoriented professional with a high degree of initiative and autonomy.
- Strong verbal and written communication skills in English.
- Interpersonal with a positive attitude.
- Customer service focused with excellent listening skills and the ability to accurately identify needs.
- Ability to clearly and effectively communicate with a variety of employees.
- Passionate about, and skilled at, solving problems.
- Strong time management skills and ability to manage a high volume of work with conflicting priorities to meet deadlines.
- Ability to be flexible, in keeping with the needs of our growing company and gaming industry.
- Must pass a basic security clearance.
- Must have valid drivers license and reliable transportation.
- Ability to work some evenings or weekends and participate in an Oncall rotation.
Benefits:
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Onsite parking
- Paid time off
- Store discount
- Vision care
Schedule:
- Day shift
- Evening shift
- Monday to Friday
- On call
- Weekends as needed
Ability to commute/relocate:
- Toronto, ON: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you have a college diploma or university degree in computing, finance, business administration or a related field?
Experience:
- supporting
ERP:
1 year (preferred)
Work Location:
In person
