IT Operations Analyst

3 days ago

Oshawa, Canada Pathwise Credit Union Full time

Position: IT Operations Analyst (Full-time)

Department: Digital & Projects

Reports to: Director, Digital and Projects

Location: Oshawa

Position Summary

The IT Operations Analyst reports to the Director, Digital and Projects to carry out operational

support of the day-to-day technology needs for the credit union. This includes performing

processes and procedures or coordinating with service providers to ensure IT services and

infrastructure meet operational goals. A key component of this role is carrying out analysis to

identify areas of exposure or improvement and making recommendations for preventative or

corrective actions.

Position Responsibilities
- Supports IT Asset Management**:

- **Maintain equipment inventory, including conducting annual inventory review and
signaling replenishment needs;**:

- **Work together with vendors to aid repairs of hardware, i.e., printers*, laptops, and

desktops. Collect and send out equipment for repair or disposal/recycling, as

directed;
- Work with vendors to ensure workstations are set up with required software

installs prior to deployment. Distribute equipment to employees and assist with

workstation set ups, as directed.
- Supports IT Incident Management**:

- **Collect support tickets from service providers to produce metrics reports and
service dashboards to track compliance with SLAs;**:

- **Conduct analysis on the type, severity, and frequency of issues/requests. Identify

incident trends; recommend and implement improvements to reduce volume;**:

- **Provide input to corrective actions to improve service levels and/or systems

performance;**:

- **Serve as technical contact for Tier 1 support with service providers and contribute

to IT incident reporting.
- Supports Systems Administration**:

- **Produce metrics reports and dashboards for user account support tickets and
conduct analysis on the nature of the requests to determine areas for

improvement;

322 King Street West

Oshawa, ON

L1H 7L1 1
**- **Recommend process improvements to meet employee support needs for

systems support.
- Supports Systems Maintenance and Upgrades
- Maintain systems test environments - i.e. database refreshes, interface

connectivity, etc.;
- Support testing or verification of minor fixes, system build updates, and software

patches;

supporting infrastructure, according to service provider scheduled maintenance.
- Supports IT Security and DRP/BCP**:

- **Monitor changes to user access to credit union systems and maintain records to
ensure alignment with security policies;**:

- **Provide support of regular DRP and failover tests to validate systems stability and

availability and contribute to DRP/BCP processes/documentation updates.
- Supports IT audits and compliance activities
- Provide materials requested by auditors to carry out IT audits or work with service

providers to collect pertinent information;
- Contribute to remediation activities to address IT audit findings, as needed.
- Perform all other related duties as assigned.

Position Qualifications
- Education: Bachelor’s degree or equivalent in Computer Science or in a related field;
- Troubleshooting and technical problem-solving skills;
- Strong written and verbal communication, including technical writing skills;
- Interpersonal and teamwork skills;
- Reporting and documentation skills.
- Organizational skills. Ability to deal with multiple stakeholders, including vendors, internal

customers, end users, and management;
- Analytical skills. Ability to collect, organize, analyze, and disseminate significant amounts

of information, with attention to detail and accuracy;
- Intermediate knowledge of computer hardware, mobile devices, and Microsoft Office
- Proficient SQL knowledge, strong technical expertise regarding data analytic tools and

techniques;
- Good understanding of systems architectural concepts and methodologies; infrastructure
- ITIL or similar industry certification is an asset;
322 King Street West

Oshawa, ON

L1H 7L1 2

Applications

Attn: People & Culture

Subject: IT Operations Analyst Application

Accommodation

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities

Act, 2005, accommodation will be provided in all parts of the hiring process. Applicants need to

“accommodation”

322 King Street West

Oshawa, ON

L1H 7L1 3

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