IT Support Analyst

**Who are we?**
- **UNFI is the leading distributor of all natural, organic, and specialty foods in North America. We transform the world of food for our customers, associates, suppliers, and the families we serve every day. Our mission is simple: to provide healthier food choices to people everywhere. Better Food, Better Future**_
- **As the IT Site Support Analyst, you will play a key role in partnering with the business through technical means, providing quality service, and ongoing IT support.**_
- **If YOU are an IT professional who is bilingual, passionate about information technology, service resolution, AND loves food as much as we do, this opportunity at UNFI Canada may be right for you. Read on**_

**Position**:IT Site Support Analyst (Bilingual)

**Job Type**:Full Time Permanent

**Working Conditions: On-site**

**Schedule: Monday-Friday (and when necessary on-call for evenings, weekends, or after hours)**

**Language Requirements: English and French**

**Location**: Vaughan, ON

**Purpose**:
**Responsibilities**:

- Works closely with DC operations and Corporate Office to ensure IT policies and procedures are understood and followed.
- Establishes strong working relationships with local teams, where appropriate attends meetings and stays up-to-date on any local changes that may impact IT operations.
- Drives recovery when systems are down by coordinating work efforts between Tier 1, Tier 2, Tier 3, Tier 4 response teams and various vendors.
- Acts as a Subject Matter Expert for complex systems and/or software that ensures our business remains operational.
- Acts as a point of contact for vendor and IT installations at the site.
- Establishes monitoring processes across system(s) to identify risks, trouble shoot problems and builds or configures solutions.
- Reviews, approves and schedules technical changes to the environment; may require change board for review of cross functional changes to environment.
- Assists with the integration of new hardware or software features, including new products or services.
- Builds technical integration and automates feeds/interfaces to and from different tools and systems.
- Provides technical support and monitoring to complex systems and software tools (ex. Wireless infrastructure, telecom, and office services functions).
- Partners with Field Service Representatives on unique office or DC problems that arise (ex. warehouse hardware, network or power issues, etc.).
- Investigates incidents to find common, repetitive issues and trends that require software fixes.
- Participates on teams across Technical Services to identify chronic technical problems within their areas.
- Gathers and analyzes data to develop solutions or alternative methods of proceeding.
- Drives resolutions of chronic problems as needed by bringing together multiple organizations and teams at once.
- Provides technical expertise to offshore teams in the form of escalations, knowledge explanations/refinement, and symptom resolution.
- Creates knowledge management resources and training for when new features are introduced into the technical environment; trains on processes, expectations and updates of operational support documentations.
- Partners with Tier 1 Help Desk managers to document and train them on new system features and enhancements.
- Defines, trains, and manages compliance for critical IT processes including Change (changing production systems), Incident, and Escalation.
- Acts as a Key technical associate interfacing with IT and leadership.
- Addresses questions, inquiries, and concerns surrounding the change control environment, including escalated issues.
- Provides relevant and timely communications to management.
- Provides 24/7 on call emergency support as relevant to the role.
- Performs other relevant job duties as required.

**Job Qualifications**:
**Education/Certification(s)**:

- Bachelor's degree in the field of Computer Science, Information Systems, or Software Engineering

**Experience**:

- 2-4 years of relevant work experience.
- Proven experience in overseeing the direction, development, and implementation of IT solutions.

**Knowledge, Skills, and Abilities**:

- Bilingual English/French required (presentation, verbal, and written communication skills)
- Must be able to support an enterprise desktop environment.
- Technical expertise of complex systems and software to be able to address questions and concerns around escalated issues and changes.
- Interview skills to investigate, solve, and understand problems across various systems and software versions.
- Ability to identify patterns in data analysis reports that are created to proactively identify persistent problems.
- Good project management skills and/or substantial exposure to project-based work structures, project lifecycle models, etc.
- Excellent understanding of the organization's and departments' goals and objectives.
- Highly self-motivated, independent, and self-directed.
- Ability to stay abrea