IT Support Analyst

**Position Title**:IT Support Analyst

**Position Type**: Regular - Full-Time

**Position Location**: Toronto HQ

**Grade: Grade 4**

**Requisition ID**: 19490

We know the importance that food plays in people's lives - the power it has to bring people, families and communities together. At McCain, our purpose is to bring enjoyment to people’s lives through great tasting food, in a way which reflects our values. McCain has recently committed to implementing regenerative agriculture practices across 100 percent of our potato acreage by 2030. Ask us more about our commitment to sustainability.

**PURPOSE**

Do you want to help define the future of McCain and play a vital role in McCain’s next digital transformation? Do you want to have an impact on McCain’s key strategic project? Make the next big move in your career and join us as we embark on our global Digital Manufacturing transformation journey, building the future of McCain’s manufacturing facilities and digitizing our plants and processes.

**As IT Support Lead, Digital Manufacturing, you will be the main point of contact for the Florenceville factory for anything IT or Digital. You will work with IT colleagues to troubleshoot and resolve issues as they come up and keep the new digital technologies working smoothly. **You will play a critical role to ensure all team members are well equipped with necessary IT support to allow them to successfully deliver their daily work.

**RESPONSIBILITIES AND ACCOUNTABILITIES**

You are the main point of contact and triage for the Florenceville plant as digital manufacturing solutions are deployed. Activities will be as varied as the day, but will include:

- Run reports on our Service Now platform and work with the IT help desk to understand the status of open tickets
- Triage and prioritize issues; direct to the correct functions where escalation is required
- Provide detailed information to the technical team about what is not working, what expected performance should be, including photos as required
- Troubleshoot hardware and software issues to provide information back to the technical team to resolve
- Proactively communicate systemic IT issues to McCain leadership
- Highlight gaps in current processes and be able to propose process improvements to improve customer service level and time to solve.
- Sit with the Plant Leadership team during their daily operations meeting and hear of any operational issues that might require changes to IT. Proactively communicate to the Digital Manufacturing project team
- Triage project “enhancements” and bring these to the Digital Manufacturing project team

**IDEAL EXPERIENCE AND SKILLS**
- 1-3 years of experience working with a focus in IT
- Exceptional knowledge of computer networks and systems
- Ability to communicate technical concepts with ease
- Demonstrated experience and interest in using innovative technology
- Behaviors and Attitudes
- Strong interpersonal skills;
- Discretion and confidentiality
- Strong communication skills: is able to effectively and persuasively communicate to various audiences including senior-level management or operators level

**EDUCATION**
- Bachelor’s Degree in Computer Science, Computer Engineering or a related field
- McCain Foods is an equal opportunity employer. We see value in ensuring we have a diverse, antiracist, inclusive, merit-based, and equitable workplace. As a global family-owned company we are proud to reflect the diverse communities around the world in which we live and work. We recognize that diversity drives our creativity, resilience, and success and makes our business stronger._
- McCain is an accessible employer. If you require an accommodation throughout the recruitment process (including alternate formats of materials or accessible meeting rooms), please let us know and we will work with you to meet your needs._
- Your privacy is important to us. By submitting personal data or information to us, you agree this will be handled in accordance with the _Global Employee Privacy Policy_

**Job Family**:Information Technology
**Division**:Global Technology
**Department**:Digital Manufacturing
**Location(s)**: CA - Canada : New Brunswick : Florenceville-Bristol

**Company**:McCain Foods (Canada)