Itsm Operations Analyst

Why work for Lafarge?:
As the global leader in innovative and sustainable building materials, we’re committed to shaping a
**greener**,
**smarter** and
**healthier** world. At Lafarge Canada Inc.,
**safety** comes first,
**collaboration** matters and
**diversity** is celebrated with people who share our desire to continually
**make our materials better.**

Do you have the drive, the skills, and the passion to join us?

Overview:
Under the general direction of Head of IT Plant Operations, the ITSM Operations Analyst role provides operational execution resolving end user concerns and requests. This role will provide Tier 2 and Tier 3 support services and act as an escalation point for the Service Desk and Tier 1 support while ensuring that service levels are achieved. This role will be responsible for contributing to and leadership for IT and Business projects as related to services such as Collaboration, Network, Endpoints, Software, and team initiatives. The ITSM Operations Analyst is responsible for meeting and exceeding pre-defined metrics/benchmarks and that standards and processes are followed to provide execution excellence. The role will require interactions with business end users, relationship managers, project managers and global IT teams. This role may work on assignments that are complex in nature and require judgment, initiative, and communication to resolve problems and/or develop recommended solutions with mínimal supervision. The ITSM Operations Analyst role will be responsible for instructional documentation around processes and procedures.

**Responsibilities**:
**Health and Safety**:

- Ensure compliance with all Health and Safety policies and initiatives outlined in the Health and Safety manual

**Technical Support**:

- Resolve and respond to customer issues
- Act as resolution Tier 2 and Tier 3 escalation point for complex business systems concern and issues
- Be available after hours for critical issue resolution

**Technical Administration**:

- Create technical documentation around new and established processes and procedures
- Responsible for the management of asset inventory in compliance with defined asset management processes
- Work with the Operational Analyst team to resolve and communicate resolutions to customer inquiries, escalating issues as needed

**Projects and Optimization**:

- Actively engage in project assignments including defining and leading project tasks and/or work packages to ensure adherence to budget, schedule, and scope of project
- Participate in the evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations
- Contribute to ITSM Knowledge Base
- Seek to continuously improve operations
- Identify and suggest process and system enhancements
- Collaborate with other Americas Digital Center and Global teams to deliver excellence to customers by way of projects or issue resolution

**Policies and Procedure Management**:

- Develop an enhanced understanding of IT processes and policies as defined by the Americas Digital Center and how they affect our customers

**Training**:

- Participate in training to continue to develop key functional and technical skills and improve business acumen
- Lead customer training sessions on IT policies, directives, and processes and act as SME and Champion within the Business
- Communicate frequently with Management, working to develop personal skills and abilities

**Performance**:

- Perform at a level that assists in attaining overall and team-level performance measures and goals
- Stay apprised of service center knowledge and industry best practices
- Investigate and test new technologies related to the position
- Consistently meet assigned project deadlines in an agile and rapidly moving environment
- Other duties as required

**Relationships with Others’**:

- Internal: Business end users, relationship managers, project managers, and various IT teams
- External: Vendors, consulting companies, expert groups from Industry with a view to share and learn

Qualifications:

- **
Preferred Education**:Bachelor’s Degree
- ** Field of Study Preferred**:Computer Science, Engineering, or related discipline with an IT focus
- ** Required Work Experience**:3 - 5 years in End User Support
- ** Preferred Training/Certifications**:ITIL v4 Foundations; Microsoft Certifications or working toward them; Cisco Certifications or working toward them
- ** Licenses Preferred**: none
- ** Preferred Computer and Software Skills**: Experience with Active Directory, Service Now (SNOW), Microsoft SQL
- ** Travel Requirements**: Locally up to 40%

**Behavioral Competencies**:

- Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure the availability of the service in accordance with service level commitments
- High willingness to drive transformation and service improvement
- Ability to quickly adapt to and from sing