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Sr. Support Analyst
4 months ago
SR. SUPPORT ANALYST
Company: TransForm Shared Service Organization
Location: On-site in Sarnia, ON
Posting Period: June 13, 2024 to June 27, 2024
Employment Type: Permanent, Full-Time
Benefits: Pension, Health & Dental, Paid Sick, Life & Disability Insurance, Vacation and more. Visit our website for more details
Scope: Internal & External
Conditions: Current business reference checks, vulnerable sector police clearance, and immunization medical clearance
POSITION SUMMARY:
Reporting to the Sr. Manager, the Sr. Support Analyst is responsible for the effective support and maintenance of all technology equipment and related software systems. This includes but is not limited to installing, configuring, diagnosing, repairing, and upgrading all corporate hardware, equipment and any related software systems while ensuring their optimal performance. This role responds primarily to escalate service desk issues however also responds to front line service requests and incidents. The role will also troubleshoot problem areas in a timely and accurate fashion, manage competing priority issues, and provide end user training and assistance where required to the users. This position will be responsible for working toward the attainment of organization-wide service metrics based on essential job functions. As part of the Service team, this role participates in the development of the overall Regional service delivery model across the entire Erie-St. Clair LHIN and including key client technology strategies.
WHAT YOU’LL DO:
- Serve as the escalation point for the Support Analyst and Service Desk Analyst.
- Mentors Support Analysts by providing training and work activity review as necessary.
- Has proven experience managing and providing support of a desktop/client layer by understanding complex managing techniques such as end point management, group policy, and various scripting for proper workstation behavior management.
- Manages priorities effectively to avoid escalations, communicates any issues with achieving deadlines to the manager of tech support in a timely manner and adjusts own work schedule with positive results.
- Records, tracks and documents requests and incidents in the Cherwell service management tool (Cherwell) - ensures the proper actions are taken through to final resolution are documented by the assigned resources.
- Helps to ensure support analysts follow the best practices of ITIL Incident Management, leads by example, and helps make improvements to incident management workflows by providing recommendations and implementing change. Delegates tasks as required.
- Builds rapport with Transform’s strategic partners and customers throughout the regional with a goal of improving customer satisfaction ratings.
- Participate in regional strategic initiatives surrounding client device management, mobility management, standardization of various applications, interfaces and infrastructures, in a team environment.
- Leverages proven experience in various technological deployments and provides ongoing investigation of new\relevant technology solutions through participation in various IT industry and Healthcare groups and strong vendor relationships. Leads continuous improvement activities to ensure effective use of deployed assets. Champions the establishment of regional standards.
- Conduct research on, and make recommendations for, hardware or software products in support of procurement and development efforts.
- Responsible for preparing formal Requests For Change (RFC’s) including backup and communication plans in support of approved Change Management procedures.
- Participate in project delivery from a Tech Support perspective. Report activities and status to project manager as required by the project manager in accordance with regional project management methodologies.
- Provides regular status updates on projects and work assignments to the manager of tech support.
- Perform trend analysis and root cause investigation as a component of incident and problem management.
- Responsible for making technology investment recommendations for assigned areas of responsibility
- Speaks to and helps to direct tech support priorities at a hospital site together with Support Analysts in order to achieve service delivery metrics.
- Shared responsibility for the upkeep and safeguarding of production systems in partnership with the TransForm team.
- Responsible for delivery of assigned project roles
MUST-HAVES:
- Three (3) year University Degree or Community College diploma in Information Technology
- Minimum four to six (4-6) years’ experience in supporting technology solutions and \ or services in a complex IT environment
- Superior oral and written communication skills in English.
WE VALUE:
- Previous experience performing the Support Analyst role or equivalent in a Healthcare environment an asset.
- Previous experience in a team lead, or senior role an asset.
- ITIL Foundation v3 certification
- MCSE certification an asset
OTHER CONDITIONS:
- Minimal exposure to disagreeable conditions typical of an office position: exposed to stress and pressure associated with multiple priorities and deadlines
- Must be able to travel within the Southwestern Ontario area, when required
- Must be able to work evenings and weekends, when required
- Must be local and available for on-call
ABOUT US:
TransForm Shared Service Organization, a non-profit, unique, innovative, results-driven organization founded by hospitals in the Erie St. Clair region. Our services include: information technology and information management support, sourcing and contract management, purchasing and logistics services, as well as project management. Our Mission is to deliver exceptional service and create new innovative ways to support the health system by enhancing value and improving patient outcomes. If you are service oriented, dedicated to exceeding performance expectations and interested in reaching your full potential, TransForm is for you We welcome and appreciate your interest in our organization. Visit our website to learn more.
HOW TO APPLY:
- Please email a copy of your cover letter and resume to HR@transformsso.ca.
- Reference the job and where you found the job posting in the subject line of the email.
TransForm is committed to employment equity and welcomes diversity in the workplace. TransForm encourages applications from all qualified individuals including women, members of racialized communities, indigenous persons, immigrants & refugees, persons with disabilities, and persons of any sexual orientation, gender identity or gender expression. Upon request, accommodations for disabilities will be provided to support participation in all aspects of the recruitment process.
By applying to this position, you are confirming you possess a Canadian citizenship or a permanent resident status or work permit. We thank all applicants for their interest. Only those selected for an interview will be contacted. TransForm is currently not accepting applications or solicitation from recruitment agencies. Thank you for your cooperation.
STAY CONNECTED TO US:
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Job Types: Full-time, Permanent
Benefits:
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Vision care
- Wellness program
Flexible Language Requirement:
- French not required
Schedule:
- Monday to Friday
- On call
- Weekends as needed
Supplemental pay types:
- Overtime pay
Education:
- DCS / DEC (preferred)
Experience:
- IT support: 4 years (preferred)
- Healthcare: 1 year (preferred)
Work Location: In person
Application deadline: 2024-06-28
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