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Tier 2 Support Analyst
3 months ago
On behalf of our client in here in Vancouver,
** Ignite Technical Resources **is looking for a
**Tier 2 Support Analyst (w/Service Now Experience) **for a
**full-time opportunity.**
**Role**: The ARC Support Analyst II consults with researchers and user groups to determine business needs and identify the Digital Research Infrastructure (DRI) resources and other IT solutions to meet these needs.
The ARC Support Analyst II plays a key role in providing support to client’s researchers, on a wide range of ARC platforms and services, such as Sockeye, Chinook, Globus, and REDCap; and DRI resources and platforms provided by national partners through Compute Canada. The position acts as the Queue Coordinator in re-assigning service requests and escalating incidents requiring further actions where necessary. The role is responsible for monitoring incoming requests and incidents and identifying trends to inform the needs assessment of researchers, such as documentation, training, and gaps in service offerings.
The ARC Support Analyst II has a thorough understanding of the computing activities of the client’s research community and expert-level knowledge of technical concepts and tasks, such as software installation and licensing, computer networking, terminal sessions, file transfer, and authentication. The position centres on IT Service Management and assumes advanced knowledge of the ServiceNow platform. Expectations also include continuous improvements of existing user support processes and procedures and identifying and recommending enhancements to support excellence in customer support.
**Responsibilities**:
- Tracks, prioritizes, and responds to all service requests submitted to ARC through the incident tracking system.
- Supports client’s ARC services in accordance with the company’s standards and policies pertaining to system security and privacy.
- Provides assistance, training, and consultation to all users and clients of DRI services and resources.
- Provides consultation and assistance to the company’s users in identifying and getting access to IT services and solutions available across the IT ecosystem at the company.
- Provides advice and support to researchers in getting access to the national DRI platforms (Compute Canada, NDRIO, Portage, etc.).
- Create and generate metrics, reports, dashboards, etc. to identify trends in service delivery outcomes, such as recurring service problems, frequent user requests, and gaps in service offering.
- In consultation with ARC managers, recommends improvements to ARC infrastructure and services based on metrics such as usage, system logs, automated analytics, and client feedback in order to better align with current and anticipated research needs.
- Develops and maintains appropriate and user-friendly technical procedures, methods, and network documentation.
- Contributes to the development, testing, and implementation of procedures and methodologies supporting the delivery of operational and user support for ARC services.
- Contributes to the development and maintains technical user documentation (TUD) and research support knowledge content.
- Keep abreast of current and emerging DRI services and platforms in support of research computing.
**Qualifications**:
- 3+ years of Support Analyst exp with advanced knowledge and experience of ServiceNow, handling tickets and requests and developing processes and procedures.
- Working knowledge of GNU/Linux, High-Performance Computing, computer networks, and system monitoring.
- Experience in supporting the academic research community and working in environments involving multiple stakeholders; with a developed ability to provide excellent customer service, create positive user interactions, and build lasting client relationships and engagements.
- Knowledge and experience working in academic research, in support of digital research infrastructure that supports computationally
- and data-intensive research, such as High-Performance Compute, Large Storage Platforms, Data Analytics, research data software tools such as Globus, REDCap, Data verse, and other data repository platforms.
- Ability to clearly describe and explain complex computer issues to faculty members, graduate students, and research staff.
- Ability to work independently and in a team environment with mínimal supervision, and to effectively manage multiples tasks and concurrent priority.
- Demonstrated willingness, ability, and enthusiasm to learn new processes, methodologies, or technologies.
**Nice to have**:
- Familiarity with GNU/Linux package installation and package management is an asset.
Ignite Technical Resources is a Vancouver-based Information Technology resourcing firm built around three principles: speed, efficiency, and quality. We provide highly trained and qualified technical consultants to your organization as a flexible workforce option.
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