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Service Operations Analyst III

2 months ago

Fredericton, New Brunswick, Canada OnX Full time
Job Summary

We are seeking a highly skilled Service Operations Analyst III to join our team at OnX. This role is responsible for providing exceptional customer service and technical support to our clients, while also monitoring and maintaining our IT systems to ensure their smooth operation.

Key Responsibilities
  • Escalate technical issues to appropriate teams or leadership as necessary
  • Provide direct point of contact for clients, ensuring professionalism and effective communication
  • Monitor IT systems to identify potential issues before they become major problems
  • Serve as a secondary communication focal point during critical outages and/or issues after hours or on weekends
  • Provide guidance and direction to team members
  • Excellent communication and interpersonal skills are essential for this role
  • Must be willing to participate in continuing education and 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 to the Service Operations Manager, including as an escalation point for the team
Requirements
  • Two years of college or technical school resulting in an Associate's Degree or equivalent
  • Professional certifications, such as ITIL, CompTIA A+, and/or CompTIA Network+, are highly desirable
  • 5 to 7 years of experience in a related field
  • Experience in customer service and technical support, with a broad understanding of IT systems
  • Ability to identify and troubleshoot a wide range of technical issues
  • Experience working in a service desk or NOC environment
  • Knowledge of industry best practices and standards for IT service delivery, such as ITIL
Work Environment

This role requires the ability to work in an environment where calls are monitored and/or recorded, and to work on-site within New Brunswick. Must be able to travel within the province and work shifts including nights, weekends, and holidays.