Analyst IT

1 month ago

Montréal, Canada eTeam Inc. Full time

**Summary Of The Role**:
This role requires good communication skills and the ability to build relationships with the various teams across IT. To be able to build a high-level understanding of the functions the various IT teams perform. All ITIL disciplines should be performed in line with the pre-defined processes with strong governance, highlighting risks from any area effectively and succinctly to management.

The individual will be required to have a clear and strong understanding of the ITIL incident management process and have hands on experience with major incident and/or crisis management processes. There will be requirements to demonstrate pro-activeness and ensure ownership and accountability of IT incidents within the organization. The individual will be interfacing with senior members of the organization and will therefore be required to deliver precise and concise messages in a timely fashion. The individual needs to be approachable and responsible for handling all reported issues, managing the issues through to resolution as swiftly as possible. Forging good working relationships with the existing geographical service delivery teams will be of high importance for success in this role. Ability to stay calm under pressure is absolutely essential for this role.

**Main Responsibilities**
- Ensure incidents are managed efficiently, economically and effectively by following procedures and processes currently in place
- Act as an escalation point of contact for incidents which are not resolved within the agreed service levels
- Managing crisis situations through to resolution with clear verbal and written communications
- Perform an unbiased role across all teams, managing communications between teams and making impartial decisions
- Develop good working relationships with various local and global teams
- Liaison with all user communities to meet support and service requirements
- Share knowledge and experience with other team members and the wider IT department as appropriate.
- Hold process awareness sessions to increase the team’s visibility and position within the organization
- Conduct service improvement meetings with various geographical user base locations
- Adhere to and respect appropriate departmental procedures processes and practices
- Produce and Review Post Mortem Reports in a timely manner
- Ensure quality control on Problem Management and Incident Management

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