IT Operations Analyst

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**IT Operations Analyst**

Number of positions: 1 Job Location: Edmonds C02

Employment type: Permanent Region: Lower Mainland

Hours of work: Full-time (37.5 hrs/wk) Flexible Work Role: Hybrid

Annual salary: $ 86,200.00 - 92,900.00

** What you'll do**
- Leads the implementation of new enterprise-wide IT Service Management (ITSM) tools, enhancements or software
- Conducts business system analysis of ITSM tools to identify opportunities for new tools or enhancements to support the
effectiveness and efficiency of Information Technology Infrastructure Library (ITIL) process implementation. Works with
stakeholders to: gather current state of processes; perform systems needs and gap analysis; prepare cost/benefit analyses;
and propose technical solutions for business review.
- Responds to escalated ITSM problem requests from the Business Application Support Desk. Identifies root causes and
Escalates unresolved software issues to vendor for further investigation and resolution.
- Works with business owners and technical team to develop and maintain business processes and data flows of ITSM
integration issues.
- Facilitates and/or chairs committee and working group meetings to prioritize business processes and IT solutions by:
assisting groups to establish objectives, conduct cost/benefits analyses to support business case development/expenditure
justification; and preparing and distributing communication updates and other information on project/IT status.
- Prepares and maintains training materials and conducts formal and informal training sessions on ITSM operation,
enhancements and processes. Provides communication updates on enhancements and processes to users.
- Participates in IT Service Transition Planning for IT projects by: providing input/feedback on project deliverables related to
IT support sustainment models; reviewing and recommending approval of deliverables; and reviewing and updating
transition planning related deliverable templates.
- Provides IT services delivery reporting support to the Technology team. Prepares and maintains a variety of reports and
metrics. Maintains data quality checks. Analyzes and summarizes data into meaningful insights and recommendations to
support Technology management with decision making. Participates in the evaluation of business intelligence software to
enhance reporting capabilities.
- Performs duties of a minor nature related to the above duties that do not affect the rating of the job.

** What you bring**
- Bachelor’s Degree in Information Management or in a relevant field and four (4) years of experience in a Business System
Analyst role or similar role where three (3) years of experience in the process analysis of IT operations has been gained.

OR-
- Diploma in Information Management or in a relevant field and six (6) years of experience in a Business System Analyst
- role or similar role where three (3) years of experience in the process analysis of IT operations has been gained.- Information Technology Infrastructure Library (ITIL) Foundation Certificate considered an asset.-
- Experience with IT Service Management (ITSM) tools considered an asset.** What we offer**
- A comprehensive benefits package
- A minimum of 15 paid vacation days
- A lifetime pension
- Flexible work model, depending on your role type
- Training and development courses

Location: Burnaby, British Columbia, Canada V3N 4X8
**What else you should know**
- Two (2) years of hands on ITIL experience in a Technology environment is Preferred
- Two (2) years of hands on Experience with PowerBI is Preferred*Experience with support and training material
development for Service Level Management and Release Management is preferred.
- Testing may be required as part of the selection process.

any delays.
** Date Posted**:2025-12-23 **Closing Date**:2026-01-09

For internal use 52311118