Client Services Analyst
4 weeks ago
Capilano University is named after Chief Joe Capilano, an important leader of the Skwxwú7mesh (Squamish) Nation of the Coast Salish Peoples. We respectfully acknowledge that our campuses are located on the territories of the LíỈwat, xʷməθkʷəỷəm (Musqueam), shíshálh (Sechelt), Skwxwú7mesh (Squamish) and SəỈílwətaʔ/Selilwitulh (Tsleil-Waututh) Nations.
At CapU we are committed to supporting a campus community that is both diverse and inclusive. We believe that diversity within our workforce is essential in creating both an exceptional student, and employee experience. As part of this ongoing commitment, we strive to ensure that our recruitment campaigns are proudly reflective of the community we serve. We actively seek applications from Indigenous peoples, the 2SLGBTQ+ community, persons with disabilities as well as members of groups that experience discrimination based on race, ethnicity, gender identity, sexual orientation, place of origin, ancestry, and religion as we acknowledge the value each individual brings to the CapU community through their lived experiences.
To help us focus our efforts, we ask all applicants, should they wish, to complete a short anonymous questionnaire. The questionnaire results are not connected to you or your application, and do not form part of the selection process. Simply, the goal of collecting this anonymous data is to better understand our organizational reach, while continuously aiming to improve the diversity of our applicant pool.
All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority. Should you require accommodations during the hiring process please reach out to jeremyorsted@capilanou.ca (faculty), or rheannonlewis@capilanou.ca (Ad/Ex and Staff).
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Please see Special Instructions for more details.
Interested applicants should submit their cover letter, resume and proof of education. Capilano University is an equal opportunity employer. Membership in MoveUp is a condition of employment.
Posting Details
Competition Number: S181292P
Position Title: Client Services Analyst
Position Number: S99208
Employee Group: Staff
Position Status: Regular Full-Time
Start Date: 01/27/2025
End Date (if applicable):
Department: IT Services
Location: North Vancouver
As a member of the Digital Technology Services (DTS) team here within Capilano University, you will be a vital asset in providing an exceptional experience to both our employee and student communities through invention, collaboration, and technical talent.
As we embark on our university wide digital transformation, we'll be seeking fellow trailblazers to join our teams as we integrate state of the art technologies. With a variety of projects and initiatives in the pipeline, there is no shortage of opportunity to innovate.
Within our teams, you'll be working alongside a variety of talented individuals involved in initiatives focused on cyber security, data analysis, operational analytics, quality assurance, integration, customization, and implementation.
Do you have a passion for optimization? Join us in creating a lasting impact that goes beyond routine tasks, contributing to the long-term success of our technological landscape and the university community.
What you'll do
NATURE AND SCOPE OF WORK
Reporting to the Manager, Customer Experience – Client Services/Helpdesk, Digital Technology Services (DTS), the Client Services Analyst will provide technical work in support of ITSM systems and processes, knowledge management to encourage self-help, and up to date service management tools such as AI chat and helpdesk self-service tools that are required to support the university community. The incumbent in this position is primarily responsible for analysis, design, and development of the ITSM system and processes required to support the ITIL framework.
ILLUSTRATIVE EXAMPLES OF DUTIES
1. Configure and maintain the ITSM system for the DTS department and other university community service providers processes.
2. Perform system upgrades and updates required for the ITSM system including analysis, implementation plans, change management and release management. These activities are to be coordinated with the university community, DTS teams, and vendors to ensure smooth deployment, testing, and user training.
3. Develop and maintain a standard knowledge management system that can be leveraged and contributed to by the DTS department.
4. Identify and configure self-help opportunities for the university community to support an efficient workflow.
5. Identify and implement up to date ITSM tools such as AI chat; help desk and other modern day self-service tools.
What you'll bring
REQUIRED TRAINING AND EXPERIENCE
1. 2 years of relevant professional experience, preferably in a client services environment, with 1 year of experience with gathering requirements, systems analysis, SDLC, project management and change management methodologies.
2. Experience and knowledge of ITIL framework and ITSM best practices, tools, and techniques; ITIL certification is an asset.
3. CompTIA A+ and/or MCDST certification.
4. Experience in developing high quality documentation required to support digital solutions.
5. Experience in working with ITSM systems such as TDX and ServiceNow.
6. A technical diploma or certificate in information technology.
7. Experience in effectively communicating information to different levels within an organization.
For more information
For more information, please see the complete job description.
Benefits
Take a sneak peek to see what it is like to work at Capilano University.
Posting Detail Information
Days and Hours of Work: Our standard work week is Monday to Friday, 8:30am – 4:00pm. This position may include some evening or weekend work at times.
Bridge Period (if applicable):
Pay Group: 24
Salary: $5,717.00 per month based on 35 hours a week (with increments up to $6430.00 per month)
Union: MoveUP
Job Open Date: 12/17/2024
Job Close Date: 12/29/2024
Open Until Filled: No
Quick Link for Posting: https://jobs-capilanou.peopleadmin.com/postings/7744
Supplemental Questions
Required fields are indicated with an asterisk (*).
1. * Are you eligible to work in Canada? (i.e. valid work permit, permanent resident, Canadian citizen)
- Yes
- No
Applicant Documents
Required Documents
1. Resume
2. Cover Letter
Optional Documents
1. Transcripts
2. Letter of Recommendation
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