IT Service Performance Analyst - Ottawa, Canada - EDC

EDC

Verified Company

Ottawa, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

IT Service Performance Analyst - 0004IS

Posting Date:
Dec 1, 2023, 9:37:37 AM

Primary Location:
Ontario-Ottawa

Job Type:
Permanent

Schedule:
Full-time

Export Development Canada (EDC) is a financial Crown corporation dedicated to helping Canadian businesses make an impact at home and abroad.

EDC offers financial products and knowledge to help Canadian businesses confidently enter new markets, reduce financial risk, and grow their business.

When you join our team, you'll be helping Canadian businesses learn the endless possibilities that open to them through export and help bring their vision, passion, and innovation to the world.

Your knowledge and expertise will support more than 25,000 Canadian businesses and their customers in as many as 200 markets worldwide.

You'll work amongst the best and brightest in an inclusive, collaborative environment that fosters professional development and success.

And you'll know that you're making an impact every day - for businesses, for Canada and for the people you work with.

Are you ready to make an impact? Join EDC, recognized as a Top 100 and Top Family-Friendly Employer, as we take on the risk so Canadian businesses can take on the world.

#LI-Hybrid

Team & Job Overview

In 2020, senior management presented to the Board of Directors an integrated digital strategy and transformation roadmap to meet the long-term corporate aspirations of EDC (Export Development Canada).

The strategy has been approved by the Board of Directors and has established meaningful change within EDC.

As part of this transformation, a need has arisen to strengthen the connection between core technology groups and direct lines of business.

To that end, EDC seeks an ambitious and personable reporting and analytics professional to join the newly formed Service Delivery & Reporting team

Reporting to the Director & Family Product Owner (FPO), IT Service Delivery & Resiliency, you will be part of a dynamic team that is focused on enabling impactful employee experiences at EDC.

You are passionate about blending data science with operational excellence and strive to build an amazing, resilient practice designed to provide world-class service delivery and to empower EDC to support Canadian exporters.

Your mandate will be to work within technology to create rich and fruitful reporting for consumption by key partners and stakeholders.

You will look beyond the data to tell stories and create useful insights to drive value within the Technology Operations team.

Responsibilities

Interface with our Infrastructure & Operations partner to collect and consolidate data in consumable formats for service performance reporting
Learn and understand EDC's core business; help tailor service to meet the nuanced needs of the organization
Model a culture of customer centricity within the support organization and encourage outcomeoriented solutions amongst colleagues
Stay one step ahead of business needs by continuously staying on top of industry trends and technological advancements
Create high quality dashboards and insight reports using PowerBI and ServiceNow
Help infrastructure teams identify data trends and support the continued improvement of service delivery across all technology teams
Learn and understand EDC's core business; help tailor service and reporting to meet the nuanced needs of the organization
Model a culture of customer centricity within the support organization and encourage outcomeoriented solutions amongst colleagues
Provide reporting on user experience through incident tickets as required

Screening Criteria

University degree or college diploma in Computer Science, Information Systems, Engineering or related field, or a combination of education and relevant experience
Minimum 7 years' experience working within a midmarket or large enterprise IT organization
Experience working with PowerBI and ServiceNow reporting modules, including the formation, integration of data, maintenance, and publishing of reports
Working knowledge of both ITIL and Agile principles
Proven experience in tech fluency and business fluency, and a demonstrated ability to "translate" between the two

Assets

Bilingual in both official languages (English and French)
Experience developing new and innovative success metrics of a forwardthinking digital organization
ITIL, Agile, and/or Lean certification
ServiceNow Administrator/PowerBI Administrator certifications

Salary Range: