IT Analyst

**Role**: IT Analyst

**Location**: Nova Scotia
- The Analyst analyzes, documents, support Processes and Functions in a highly dynamic and fast paced environment, while supporting the tools.
- This position works closely with cross-functional teams to understand their business needs and translate them into functional/technical requirements.
- They suggest innovative solutions to leverage technology to provide dynamic and efficient tools.
- The Analyst leads and/or participates in development and integration activities of the Processes and Tool.
- Resolve support issues.
- Provide proactive recommendations to maximize system use and usability.
- Process Improvements across all functions.
- Maintain system documentation, logs and work instructions.
- Create custom solutions, dashboards, analyze and distribute reporting data regarding service level commitments for Business and IT service owners.
- Partner with stakeholders to leverage system metrics and identify business value, automation and process improvement opportunities.
- Manage SLAs, OLAs, and KPIS, reports, metrics, for processes, scorecards, and performance plans identifying trends and aligning with the business needs.
- Analyze, design, maintain, audit, integrate, and promote service management processes such as Incident, Problem, Change, Knowledge and Asset Life Cycle Management, Production Release Management, Service Catalog Management, Vendor Contact Management, Business Process Management, and Configuration Management (CMDB), research and present best practices using ITIL as a guiding framework.
- Drive for continuous improvements and ensure teams are following the processes.
- Write or revise program documentation, operations documentation, user guides and training manuals for processes, tool and assist in training Associates.
- Perform other duties as assigned.

Pay: $25.00-$40.00 per hour

Expected hours: 40 per week

Schedule:

- Monday to Friday

Work Location: In person