Information Technology Support Analyst

1 week ago

Vancouver, Canada Finning Canada Full time

Company: Finning International Inc. Number of Openings: 1 Worker Type: Temporary

Position Overview: As a Platform Support Analyst II, you will be part of a global support team responsible for supporting and maintaining Finning’s digital platforms and suite of applications, performance metrics and related KPIs. These applications offer technical solutions to external companies to monitor and analyze their data in construction, energy and mining industries.

The Platform Support Analyst II provides global support by following and providing input into the existing support process governance models for Finning’s Digital platforms and will work closely with the Platform Operations team (Tier 3). This includes establishing and confirming current prioritization of issues, advanced triage and troubleshooting, monitoring system performance and providing expertise on integration and knowledge management related matters. You will work within a global team of internal resources plus outsourced/offshore staff to provide required levels of support to deliver against the SLAs in each domain area. You will be expected to lead by example, prioritize work, build/maintain reports/dashboards and handle escalations. You will drive common operations best practices across all layers that impact Finning Digital Services SLAs (platform applications and services, data, and infrastructure).

Responsibilities

  • Work closely with the Tier 1 Customer Support and Tier 3 Platform Operations team to troubleshoot and resolve production incidents.
  • Triage, assess, resolve and assign production incidents.
  • Define and implement software and infrastructure monitoring and alerting.
  • Identify opportunities to improve the support organization and processes.
  • Mentor other team members on ITIL best practices and support processes.
  • Create and maintain knowledge base articles to drive “Shift Left” approach and enable Tier 1 support.

We’d love to hear from you if you have

  • 3+ years working in a global service support operations organization, with 24/7 on-call coverage, supporting cloud-based solutions.
  • Practical experience in building operations reports with PowerBI, Azure Dashboards, and/or Excel.
  • Hands-on experience in working with SQL databases.
  • Understanding of change control and change management processes related to digital solutions.
  • Practical experience with ServiceNow or similar ITSM tools.
  • Excellent problem-solver with analytical skills to solve complex business problems.
  • Good communication and interpersonal skills.
  • Enthusiastic, motivated and a self-starter with good time management skills.
  • Degree in Computer Science/IT related discipline or equivalent industry experience.

The following qualifications will be considered as asset

  • ITIL certification(s).
  • Experience in data analysis.
  • Hands-on experience in automating tasks with PowerShell and/or Python to improve operational effectiveness.
  • Familiar with DevOps and SRE practices.
  • Proficient knowledge of object-oriented design and Microservice architecture design.

At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations/adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter.

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