IT Operations Analyst

2 weeks ago

Burnaby, Canada BC Hydro Full time

Powered by water... and by people like you

Providing clean electricity to 4 million customers takes a diverse workforce and that’s where you come
in. We need your talent to help us build major projects to meet growing demand. To help our
customers find clean energy solutions for their homes and businesses and to be ready to respond
during storms and outages to keep our system reliable.

Working for BC Hydro is meaningful. And now, the stakes have been raised as we work towards a
solution to climate change while safely providing clean, affordable electricity to our customers.

We offer a healthy work life balance, training opportunities and career progression. We're proud to be
ranked as one of B.C.'s Top Employers and one of Canada's Best Diversity Employers. Join us as we
build an even cleaner B.C.

**JOB DESCRIPTION**
**Duties**:

- Leads the implementation of new enterprise-wide IT Service Management (ITSM) tools,

enhancements or software releases. Assesses potential impacts on ITSM, integration with other

- Conducts business system analysis of ITSM tools to identify opportunities for new tools or

enhancements to support the effectiveness and efficiency of Information Technology Infrastructure
Library (ITIL) process implementation. Works with stakeholders to: gather current state of
processes; perform systems needs and gap analysis; prepare cost/benefit analyses; and propose
technical solutions for business review.
- Responds to escalated ITSM problem requests from the Business Application Support Desk.

system controls and procedures are corrected. Escalates unresolved software issues to vendor for
further investigation and resolution.
- Works with business owners and technical team to develop and maintain business processes

issues, root causes and solutions to resolve integration issues.
- Facilitates and/or chairs committee and working group meetings to prioritize business processes

and IT solutions by: assisting groups to establish objectives, conduct cost/benefits analyses to
support business case development/expenditure justification; and preparing and distributing
communication updates and other information on project/IT status.
- Prepares and maintains training materials and conducts formal and informal training sessions on

ITSM operation, enhancements and processes. Provides communication updates on
enhancements and processes to users.
- Participates in IT Service Transition Planning for IT projects by: providing input/feedback on

project deliverables related to IT support sustainment models; reviewing and recommending
- approval of deliverables; and reviewing and updating transition planning related deliverable
- templates.- Provides IT services delivery reporting support to the Technology team. Prepares and maintains

a variety of reports and metrics. Maintains data quality checks. Analyzes and summarizes data
- into meaningful insights and recommendations to support Technology management with decision
- making. Participates in the evaluation of business intelligence software to enhance reporting
- capabilities.- Performs duties of a minor nature related to the above duties that do not affect the rating of the

job.**Qualifications**:
***
- Bachelor’s Degree in Information Management or in a relevant field
- Four (4) years of experience in a Business System Analyst role or similar role where three (3)

years of experience in the process analysis of IT operations has been gained.
- OR- Diploma in Information Management or in a relevant field.
- Six (6) years of experience in a Business System Analyst role or similar role where three (3)

years of experience in the process analysis of IT operations has been gained.- Information Technology Infrastructure Library (ITIL) Foundation Certificate considered an asset.
- Experience with IT Service Management (ITSM) tools considered an asset.

**ADDITIONAL INFORMATION**
***
**This position is affiliated with the Movement of United Professionals union (MoveUP/COPE).**
- A condition of employment for this job is that you maintain the following requirements in good

standing:
Driver's License Type = Class 5
- This is a hybrid position requiring two days in the office, Tuesday and Wednesday.
- Experience with ServiceNow is preferred.
- Experience with Process Swim Lane development using Visio considered an asset.

PN 2018203
We're always looking for exceptional people to bring new ideas, fresh thinking and the motivation
to help shape the electricity system in B.C. It's an exciting time to be a part of our team as we
invest in our system and prepare to meet the challenges of tomorrow.

Our values guide our work. Want to join us?

We are safe.
We are here for our customers.
We are one team.
We include everyone.
We act with integrity and respect.
We are forward thinking.

BC Hydro is an equal opportunity employer.

minorities, women, Indigenous peoples, persons with disabilities, persons of minority sexual
orientations and gender identities, and ot

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