Client Services Analyst

**Competition Number**
- S181292P

**Position Title**
- Client Services Analyst

**Position Number**
- S99208

**Employee Group**
- Staff

**Position Status**
- Regular Full-Time

**Start Date**
- 04/28/2025

**End Date (if applicable)**

**Department**
- IT Services

**Additional Notes**

**Location**
- North Vancouver

**Working with us**
- 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.

**About the role**

**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**
- Configure and maintain the ITSM system for the DTS department and other university community service providers processes.
- 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.
- Develop and maintain a standard knowledge management system that can be leveraged and contributed to by the DTS department.
- Identify and configure self-help opportunities for the university community to support an efficient workflow.
- Identify and implement up to date ITSM tools such as AI chat; help desk and other modern day self-service tools.

**Experience, competencies & qualifications**

**REQUIRED**TRAINING**AND**EXPERIENCE**
- 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.
- Experience and knowledge of ITIL framework and ITSM best practices, tools, and techniques; ITIL certification is an asset.
- CompTIA A+ and/or MCDST certification.
- Experience in developing high quality documentation required to support digital solutions.
- Experience in working with ITSM systems such as TDX and ServiceNow
- A technical diploma or certificate in information technology.
- 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**
- 03/23/2025

**Open Until Filled**
- No