Client Services Operations Analyst

4 months ago

Nanaimo, Canada Vancouver Island University Full time

**Client Services Operations Analyst**:

- Employment Group
- CUPE
- Position Number
- 00526
- Division
- VP Administration and Finance
- Department
- Information Technology
- Campus
- Nanaimo campus
- Location
- Nanaimo, British Columbia
- Country
- Canada
- Appointment Type
- temporary full-time
- Workload
- Monday to Friday, 35 hours per week.
- Pay Level
- CUPE 9: $32.84 per hour
- Appointment Start Date
- 08-Oct-2024
- Appointment End Date
- 20-Jun-2025
- Leave Replacement
- Appointment may be extended or end early, depending on return of incumbent.
- Posting Restrictions
- Subject to CUPE Joint Job Evaluation. Pay level may increase.
- Applicant Documents
- CV/Resume, Cover Letter, Referees/References
- Posted Date
- 12-Sep-2024
- Closing Date
- 19-Sep-2024
- Job Reference
- 2533

**Duties**:
The Operations Analyst (OA) position is the IT point of contact for cross-team and inter-departmental collaboration and provides solutions for computer hardware, software and network access problems.

The OA investigates variances in processes, information, and technical solutions and provides recommendations for modifying or creating solutions that improve currency, efficiency, and effectiveness.

OAs work in a high pressure, detail oriented environment with a heavy workload that often have immediate requirements or tight deadlines. The OA is regularly called upon to review and resolve multiple issues concurrently, switching focus quickly and frequently while maintaining efficiency and accuracy.

As part of the OA triage team, be responsible for more complex problem resolutions and service requests.
- Review, validate, and process requests for numerous types of user accounts, system accounts, and public accounts, elevated account privileges, and access to restricted resources.
- Research and recommend new or alternative equipment/products that meet client needs and ensure they follow VIU technology standards, are compliant with the manufacturer terms of license and FIPPA guidelines, are compatible with our complex environment, and meet budget allocations.
- Monitor and respond to reports of potential compromised computer accounts; determine the level of risk to institution and end user, act to remove risk, and coach end user on what to do in order to reduce security threats to the institution.
- Completes general updates on the administrative area, faculty or department website (e.g., biographies, announcements, important dates, course information), ensuring information is current and accurate.

**Required Qualifications**:
Two-year Computer Technology diploma from an appropriately accredited institution. Minimum five years recent, relevant experience OR minimum three years recent, relevant experience and minimum one year experience working in a post-secondary institution preferably at Vancouver Island University. A combination of education and experience may be considered.

Demonstrated technical problem analysis and resolution skills in a help desk or call center environment. Familiarity with a broad range of computer software, hardware, peripherals and network topologies. Familiarity with Microsoft Exchange and Active Directory. Experience in a Microsoft Windows and Office Suite environment. Intermediate level word processing skills. Excellent interpersonal skills and strong written and oral communications skills. High attention to detail.

**Preferred Qualifications**:
Additional training in office productivity software, help desk customer service, time management, managing priorities, conflict resolution, project management, technical writing, intermediate web page development and intermediate database administration.

Additional designations or certifications such as Microsoft Office Specialist Certification, ITIL foundations certification, Help Desk Institute Customer Service Representative, Help Desk Institute Support Center Analyst, CompTIA A+ Certification and CompTIA Network+ Certification.
- VIU is pleased to offer eligible employees a comprehensive benefit plan; ample paid holiday time; professional development opportunities and a desirable pension plan. As part of the VIU campus community, our employees work with supportive colleagues within an encouraging environment and are provided with the tools and training that promote learning and development. The perks of VIU employment are multiple, and include well-being initiatives and services, strategic discounts, and flexible work opportunities._

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