IT Product Delivery Operations Analyst

4 weeks ago

Ottawa, Canada Parliament of Canada Full time
Job Description

The House of Commons Digital Service and Real Property’s Digital Workplace Products and Services division is staffing for IT Product Delivery Operations Analyst positions. The purpose of this recruitment and selection process is to create a pool for anticipatory staffing. 

The Digital Workplace Products and Services Division is pivotal in the maintenance and stability of IT product delivery and operations. The team plays a key role of ensuring the seamless deployment, maintenance, and support of digital products within diverse IT environments. Led by seasoned professionals, the team operates at the forefront of technological innovation, providing technical guidance, overseeing deployments, and maintaining collaborative relationships with stakeholders. From investigating incidents to driving proactive changes, the team upholds the supportability, stability, and IT health of our Digital Service and Real Property products and services.

Join our team as an IT Product Delivery Operations (PDO) Analyst You will play a key role in ensuring the seamless deployment and maintenance of digital products within diverse IT environments. With a focus on providing technical expertise, you will encompass a spectrum of responsibilities ranging from investigating incidents and troubleshooting to implementing resolutions and facilitating service requests. Key accountabilities include recommending and executing deployment procedures, maintaining collaborative relationships with stakeholders, and conducting maintenance activities to uphold the IT health of products and services. Additionally, you will contribute to process improvements, quality assurance tasks, and potentially participate in the design and rollout of enhancements. In our fast-paced environment, your knack for organization is key. As part of our team, your bilingual communication skills and ability to work independently on complex tasks are vital. As a PDO Analyst, your blend of technical expertise, interpersonal skills, and commitment to excellence ensures successful IT product delivery. Your strengths lie in organization, teamwork, communication, and adherence to standards. 

Digital Services and Real Property has a requirement of a 24/7 support model and work activities related to this role may require working irregular hours, overtime and providing on-call support to meet our operational requirements.

Top Reasons to Join Digital Workplace Products and Services:

Join Digital Workplace Products and Services and be part of a dynamic team driving innovation, collaboration, and positive change in the digital workplace landscape. Engage with cutting-edge technology across various IT streams, contributing to technological innovation and improvements. Expect challenging work that pushes boundaries, from troubleshooting to implementing improvements. Join us to be part of a dynamic team driving innovation and excellence in IT product delivery operations.

Training and development opportunities.  Work-life balance /35-hour workweek  4 weeks’ vacation (minimum)

Qualifications

Education: 

Graduation from a college or technical institute in the area of information technology or other related fields, or an acceptable combination of education, training and experience in the field of technology. 

Experience:

Note: A work term, co-op, or internship may also be considered as experience.

Experience in providing technical support by investigating incidents, reproducing problems and issues, as well as performing troubleshooting activities and implementing remediation tasks. Also, experience in recommending, documenting, and implementing proposed resolutions; Experience in maintaining collaborative and productive relationships with various stakeholders such as clients and vendors, to ensure that services are rendered, and that clients’ requests are answered; Experience in escalating support issues with vendors/stakeholders, assessing their performance, and updating management and or team lead; Experience in following and providing updates to established technical standards, processes, procedures, and policies, while leveraging the most suited tools that the situation requires. 

Assets: 

Experience working with one of more of the following products: MS Office 365, Microsoft Teams Rooms, and devices running Windows, Android, iOS, and Mac operating systems;  Experience with Microsoft Intune Management; A strong understanding of Active Directory and Group Policy;  Exceptional technical writing skills; Strong time management and prioritization skills. 

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