Service Operations Analyst III

1 week ago

New Brunswick, Canada OnX Full time
Job Purpose:

The Service Operations Analyst III is a critical role that involves assisting the team to provide high-quality customer service and technical support to clients, including monitoring and maintaining IT systems to ensure their smooth operation.

This position requires bilingualism, knowing both English and French, and involves working in our ITSM system, responding to contacts, troubleshooting technical issues, and escalating to the appropriate teams for resolution when required.

The Services Operations Analyst III is responsible for monitoring IT systems and identifying potential issues before they become major problems, and serving as a secondary communication focal point during critical outages and/or issues after hours or on weekends.

Additionally, they are involved in guiding and mentoring, and have the opportunity to transition into specialized engineering or leadership roles if interested.

Essential Functions:

  • Escalation to appropriate team members or leadership as necessary
  • Direct point of contact for client; must be professional and well-spoken
  • Monitoring IT systems and identifying potential issues before they manifest
  • Serve as a secondary communication focal point during critical outages and/or issues after hours or on weekends
  • Provide guidance and direction to team
  • Excellent communication and interpersonal skills
  • Must be willing to partake in continuing education / professional development to stay current with industry trends and best practices
  • Assist in knowledge transfer and training for new hires
  • Identify, plan, and implement improvements in all processes as needed
  • Serve as a 2IC (2nd in Command) to the Service Operations Manager, including as an escalation point for the team
  • Team Performance Management
  • Supporting Financial Budget
  • Bilingual – English and French – Mandatory Requirement

Supervisory Responsibility:

This position does not have employee direct reports but does serve as a "lead" role for others doing similar work

Work Environment:

Work in an environment where calls are monitored and/or recorded

Work in an environment that is protected by Live and Recorded camera feeds

Must be able to work on-site within NB

Must be able to travel % within Province

Must be able to work shifts including nights / weekends / Holidays

Must be able to lift up to 50 pounds

Must be able to move safely over uneven terrain or in confined spaces

Must be able to work outside in extreme weather for short periods of time

Must be able to wear personal protective gear as required

Limited ability to work remotely (0-10%)

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