Operations Business Analyst
3 weeks ago
Dawn InfoTek Inc. is a professional IT consulting team that partners with major financial institutions, investment firms and government sectors. We have been dedicated to delivering cutting-edge consulting services and recruiting all levels of IT positions for our clients.
**We are currently seeking competent individuals to fulfill the role of Operations Business Analyst to join our dynamic team for our client, one of the major banks.**
**Title: Operations Business Analyst**
Operational Support - Queue Management
- Ensure that all SUS operational support requests are assigned and actioned in compliance with service level targets
Operational Support - Incident and Service Request Management
- Review submitted incident tickets to ensure completeness of information
- Provide basic triage and assign to Tier 3 specialists as required
- Monitor tickets to ensure compliance with service level targets
- Provide support in closing/resolving tickets where required
- Provide reports on current status of assigned tickets
- Provide historical reports on volume, performance, trends, etc
Operational Support - Service Request Fulfillment
- Complete standard service requests in support of SUS clients such as:
- Password administration
- Account administration (add/delete/modify)
- Access to tools such as monitoring, automated deployment, log analysis, etc.
Operational Support - Change Management
- Review assessment tasks on new CRQs to ensure compliance with SUS standards
- Assign tasks to support specialists as required
- Monitor tasks to ensure alignment with CRQ deadlines and change management processes
- Provide support in closing tasks where required
- Provide reports on current status of assigned tasks
- Provide reports on scheduled CRQs impacting SUS
- Provide historical reports on volume, performance, trends, etc
MUST have skills:
2+ years experience in ITIL Service Management
- Incident - Basic triage and assessment with assignment to Tier three
- Queue management - Assignment of tickets
- Change management - Creation and management of Change Requests
- Configuration management - Management of component inventory
2+ years experience in Operational Support
- Familiarity with WebSphere, Oracle 19c, Kubernetes, Ansible
- Experience with enterprise Data Analysis / visualization tools like Power BI
**Job Type**: Fixed term contract
**Salary**: $40.00-$50.00 per hour
Schedule:
- Monday to Friday
**Experience**:
- ITIL Service Management: 2 years (required)
- Operational Support: 2 years (required)
- WebSphere, Oracle 19c, Kubernetes, Ansible: 2 years (required)
- enterprise Data Analysis / visualization tools like Power BI: 2 years (required)
Work Location: Hybrid remote in Toronto, ON M5B 2L1
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