Operation Support Analyst, Gtsm

5 days ago

Waterloo, Canada Manulife Full time

**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you. _**

**Working Arrangement**

Hybrid

**Join our GTSM Team**

Do you enjoy making a difference working with highly skilled individuals to address operational issues? Are you naturally curious and enjoy the challenge of problem solving? Are you proactive and takes initiative to ensure we deliver reliable services.

**What are we looking for?**

We are looking for a Support Analyst to join our Global Technology Services Management (GTSM) Team. You are familiar with ITIL and has the ability to demonstrate your Incident and Problem Management skills. You enjoy facilitating and guiding investigative work, digging to root causes underlying incidents, and driving towards permanent solutions to ensure IT service reliability. You are customer-service oriented, with an initiative-taking focus on preventing disruptions to IT services. You like to ensure customers remain thrilled with the services they depend on. You are innately curious; not only do you often ask “why?” but you question the status quo by asking “why not?”

**About Our Team**:
**Interested? In this role, you will**:

- Facilitate the investigation of root cause(s) underlying incidents that adversely affect Production services
- Exercise RCA techniques ranging from 5 Whys to Kepner-Tregoe, as well as help others to take part in such investigative activities
- Use basic technical and infrastructure knowledge to help guide RCA investigation efforts
- Be proactive and consistently champion a culture of incident prevention
- Communicate post-incident lessons to collaborators
- Ensure that the execution of activities adheres to SLA timelines
- Shepherd problem investigations through the documented problem management process
- Participate in multi-functional incident, problem and change team meetings
- Encourage ideas that leverage automation, and hence reduce human toil/errors
- Adjust to priorities that could shift quickly in a demanding environment
- Build “bridges” towards lasting positive relationships with business partners, vendors, and other IT groups within our environment.
- Ensure continued compliance with our various Audit and Operational Risk Management standards.

**Requirements**:

- 3+ years of experience in IT Problem Management and/or root cause analysis facilitation
- Post-Secondary education or equivalent experience in IT Operations / Support
- Solid understanding of ITIL Foundations; certification in either ITIL v3 and/or v4
- Experience in caring for customers or in representing the “voice of the customer”
- Fearlessness to ask the “tough questions”
- Being responsible for vendors/partners and holding them accountable for required work
- Collaboration skills: ability to build and maintain solid relationships with collaborators
- Care for our customers and their needs
- Champion diversity, equality, and inclusion
- Experience using, or exposure to, IT Service Management tools like ServiceNow

**Nice to Haves**:

- A sense of humour doesn’t hurt Our problem team does serious work, but still has fun doing it
- Familiarity with common root cause analysis techniques, ranging from the simple like brainstorming facilitation, through to the more complex, like Kepner-Tregoe problem analysis
- Completion of any RCA facilitation certification course
- Ability to empower and encourage colleagues to engage in problem management activities
- An understanding of the Financial Services or Insurance Industry
- Experience with teams spanning the globe across multiple time zones in a large Enterprise
- Experience using/interfacing with the Problem Management module in ServiceNow
- Experience as a ITSM process manager or analyst in practices like Change Management, Incident Management, Service Level Management

**What motivates you**:

- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone.

**What can we offer**:

- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your career path with us.
- Flexible work policies and strong work-life balance.
- Professional development and leadership opportunities.

**Our commitment to you**:
**Values-first culture**
We lea

  • Field Support Analyst

    7 days ago

    Waterloo, Canada A&R Solutions Full time

    **Field Support Analyst, A&R Solutions** **Position overview**: Reporting to the Regional Field Manager, the field support analyst is responsible for supporting IT operations across regional customer sites. Field support analysts must troubleshoot, diagnose, repair, and maintain hardware and software to ensure efficient and up-to-standard systems. Field...

  • Field Support Analyst

    3 weeks ago

    Waterloo, Canada A&R Solutions Full time

    **Field Support Analyst, A&R Solutions** **Position overview**: Reporting to the Regional Field Manager, the field support analyst is responsible for supporting IT operations across regional customer sites. Field support analysts must troubleshoot, diagnose, repair, and maintain hardware and software to ensure efficient and up-to-standard systems. Field...

  • Senior Operations Analyst

    13 hours ago

    Waterloo, Ontario, Canada Definity Financial Corporation Full time

    Definity Financial Corporation is seeking a talented Senior Process Analyst to join its Personal Insurance Business Process Engineering & Operations Group. As a Senior Process Analyst, you will be responsible for leading end-to-end business process analysis and documentation using BPMN Level 5 standards, and collaborating with cross-functional teams to...

  • Lead Revenue Operations Analyst

    2 weeks ago

    Waterloo, Canada Open Text Corporation Full time

    **Lead Revenue Operations Analyst**: - Req id: 32988- Waterloo, ON, CA Virtual, CA Richmond Hill, ON, CA Montreal, Quebec, CA Mississauga, ON, CA**OPENTEXT - THE INFORMATION COMPANY** As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that...

  • Support Analyst

    4 days ago

    Waterloo, Canada Manulife Full time

    locations- Waterloo, Ontario- Oakville, Ontario- Toronto, Ontario- CAN, Nova Scotia, Halifax, 2737 Joseph Howe Drive- Montreal, Quebec- time type- Temps plein- posted on- Publié aujourd'hui- time left to apply- Date de fin : 14 décembre 2024 (Il reste 16 jours pour postuler)- job requisition id- JR24111002- GWAM Canada Operations team is seeking a...

  • Technical Support Analyst

    2 weeks ago

    Waterloo, Canada Kofax Full time

    **This is temporary, contract position, working 100 remote** The Technical Support Analyst is responsible for providing business critical technical support to partners, highly-skilled customers, IT and functional staff, including Database Administrators, System Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers....

  • Lead Revenue Operations Analyst

    2 weeks ago

    Waterloo, Canada Open Text Corporation Full time

    **Req id**:30445- Waterloo, ON, CA - Virtual, CA - Richmond Hill, ON, CA**OPENTEXT - THE INFORMATION COMPANY** As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.**Scope**: - The...

  • Lead Revenue Operations Analyst

    2 weeks ago

    Waterloo, Canada opentext Full time

    **OPENTEXT - THE INFORMATION COMPANY** As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. **Scope**: The OpenText Revenue Operations - Growth team focuses on the top growth programs...

  • Lead Revenue Operations Analyst

    2 days ago

    Waterloo, Canada Open Text Corporation Full time

    OPENTEXT OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of...

  • Lead Revenue Operations Analyst

    2 weeks ago

    Waterloo, Canada Open Text Corporation Full time

    **Lead Revenue Operations Analyst**: - Req id: 40170- Waterloo, ON, CA**OPENTEXT** OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world,...

  • Technical Support Analyst

    2 days ago

    Waterloo, Canada Maplesoft Full time

    For over 30 years, Maplesoft has been a leading provider of software tools for engineering, science, research and teaching. Maple is math software that combines the world's most powerful math engine with an interface that makes it extremely easy to analyze, explore, visualize, and solve mathematical problems. We are currently looking for a customer-service...

  • Technical Support Analyst

    2 weeks ago

    Waterloo, Canada BlackBerry Full time

    **Worker Sub-Type**: Regular **Be part of something special; come join the BlackBerry Technical Support Team!** BlackBerry® - the iconic brand you know and trust - is now a market leading security software and services company. As the Internet of Things (IoT) has become the next great wave in business transformation, BlackBerry already secures over 500...

  • Information Technology

    2 weeks ago

    Waterloo, Canada Erb Fischer Veterinary Corporation Full time

    Work Term: Permanent - Work Language: English - Hours: 35 to 40 hours per week - Education: Bachelor's degree - Experience: 3 years to less than 5 years **Work setting**: - Hospital/health care establishment/health institution - Private company, corporation or industry **Tasks**: - Respond to users experiencing difficulties with computer - Consult user...

  • Lead Revenue Operations Analyst

    1 week ago

    Waterloo, Canada opentext Full time

    **OPENTEXT - THE INFORMATION COMPANY** As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. **Scope**: The OpenText Revenue Operations - Growth team focuses on the top growth programs...

  • Analyst, Desk Side Support

    1 week ago

    Waterloo, Canada Definity Full time

    **Analyst, Desk Side Support**: Job ID : 5850 Category : Technology Solutions Brand : Definity Regular/Temporary : Regular Fulltime/Parttime : Full Time Location : Waterloo, Canada

  • Revenue Operations Analyst

    2 days ago

    Waterloo, Canada Magnet Forensics Full time

    Who We Are; What We Do; Where We’re GoingMagnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes and shares evidence from computers, smartphones, tablets and other IoT related devices. We are continually innovating so that our customers can deploy advanced and effective tools to protect their...

  • Analyst, Field Operations

    5 days ago

    Waterloo, Canada Definity Financial Corporation Full time

    Job ID : 6818 Category : Sales & Distribution Brand : Economical Regular/Temporary : Regular Fulltime/Parttime : Full Time Location : Waterloo, Canada Economical is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline...

  • Analyst

    2 weeks ago

    Waterloo, Canada University of Waterloo Full time

    Overview: The Analyst team provides consultative support to CEE in the form of business analysis, process design, continuous process improvement, project management, process and technical documentation and software Quality assurance (SQA). This Analyst role will support business analysis and continuous improvement. Guidelines and criteria to progress...

  • HR Digital Experience Operations Analyst

    2 weeks ago

    Waterloo, Canada Sun Life Full time

    You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll...

  • Innovation Analyst

    4 days ago

    Waterloo, Canada TD Bank Full time

    **TD Description** Stay current and competitive. Carve out a career for yourself. Grow with us. **Department Overview** **Building a World-Class, Diverse and Inclusive Technology Team at TD** We can't afford to be boring. Neither can you. The scale and scope of what TD does may surprise you. The rapid pace of change makes it a business imperative for us...