Analyst, Is Infrastructure Operations

Highlights of the job

We are hiring a full time, permanent **Analyst, IS Infrastructure Operations** position working out of Edmonton, AB.

What you’d be responsible for
- Provide input to the IT Operations plans and directions, and ensure on-going appropriate relationships with other positions as well as end users
- Build, manage, and enhance ServiceNow processes with a focus on Incident, Problem, Requests, Change and Asset Management. Responsibilities include developing and managing knowledge base content and supporting materials within the operations area
- Ensure the delivery of optimal results against appropriate performance metrics including service level agreement compliance, client satisfaction, ticket response targets, resolution targets, availability and service quality
- Maintaining accurate infrastructure assets, technical documentation/diagrams, and standard procedural/process documentation
- Assisting with reconciling monthly asset and financials
- Responsible for facilitating functional working groups, identifying identify missing or required processes and procedures areas, capturing business requirements for new and improving on existing processes within Infrastructure Operations
- Communicating and presenting, in non-technical terms, the various voice, network, and wireless products and services
- Ability to work cross-functionally with multiple stakeholders and build strong working relationships
- Developing documentation and communication materials in support of technology implementation, transition to operations, knowledge base material and support workflows
- Creation of service and product descriptions. Including templates, questionnaires, and RACI to reduce ambiguity and clarify responsibilities
- Provide and assist in backfill for team members in IT operations

What’s required to be successful
- Post secondary degree in Computing Science or Engineering or a technical diploma from a recognized technical institute
- Minimum 4 years’ experience in Information Services, specializing in an Infrastructure Operations environment, ITIL Certification and process improvement/analysis
- Strong and proven knowledge of IS Infrastructure focusing on network and data center related equipment
- Strong problem solving and analytical skills; ability to produce end-to-end view of processes
- Active learning skills which would allow for continually adapting to new changes in technology and business requirements
- Strong leadership and facilitation skills; an ability to advise and collaborate with diverse stakeholder groups
- Demonstrated ability to gather and document business and technical requirements. Technical system documentation, process mapping, standards, process, and procedure documentation.
- Ability to establish solid working relationships with peers and stakeholders at all levels of the organization
- Ability to prioritize own workload while remaining flexible and adaptable

Other important facts about this job

Jurisdiction: CSU52

Class: IT2

Hours of work: 75 hours biweekly; Monday to Friday

Application deadline: July 6, 2025

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Please note the following information:

- A requirement of working for EPCOR is that you are at least 18 years of age, successfully attained a high school diploma (GED, or equivalent level of secondary education) and legally entitled to work in Canada. (A copy of a valid work permit may be required.)
- If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required. Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.
- A technical/practical assessment may be administered during the selection process and this exercise will be used as a part of the selection criterion.