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Itsm Operations Analyst - Winnipeg, Canada - Lafarge Canada Inc

Lafarge Canada Inc

Verified Company

Winnipeg, Canada

4 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Why work for Lafarge?:
As the global leader in innovative and sustainable building materials, we're committed to shaping a

greener,

smarter and

healthier world. At Lafarge Canada Inc.,

safety comes first,

collaboration matters and

diversity is celebrated with people who share our desire to continually

make our materials better.
Do you have the drive, the skills, and the passion to join us?

Overview:

Under the general direction of Head of IT Plant Operations, the ITSM Operations Analyst role provides operational execution resolving end user concerns and requests.

This role will provide Tier 2 and Tier 3 support services and act as an escalation point for the Service Desk and Tier 1 support while ensuring that service levels are achieved.

This role will be responsible for contributing to and leadership for IT and Business projects as related to services such as Collaboration, Network, Endpoints, Software, and team initiatives.

The ITSM Operations Analyst is responsible for meeting and exceeding pre-defined metrics/benchmarks and that standards and processes are followed to provide execution excellence.

The role will require interactions with business end users, relationship managers, project managers and global IT teams.

This role may work on assignments that are complex in nature and require judgment, initiative, and communication to resolve problems and/or develop recommended solutions with mínimal supervision.

The ITSM Operations Analyst role will be responsible for instructional documentation around processes and procedures.

Responsibilities:

Resolve and respond to customer issues
Create technical documentation around new and established processes and procedures
Responsible for the management of asset inventory in compliance with defined asset management processes
Act as resolution Tier 2 and Tier 3 escalation point for complex business systems concern and issues
Actively engage in project assignments including defining and leading project tasks and/or work packages to ensure adherence to budget, schedule, and scope of project
Participate in the evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations
Contribute to ITSM Knowledge Base
Develop an enhanced understanding of IT processes and policies as defined by the Americas Digital Center and how they affect our customers
Participate in training to continue to develop key functional and technical skills and improve business acumen
Lead customer training sessions on IT policies, directives, and processes and act as SME and Champion within the Business
Work with the Operational Analyst team to resolve and communicate resolutions to customer inquiries, escalating issues as needed
Communicate frequently with Management, working to develop personal skills and abilities
Seek to continuously improve operations
Identify and suggest process and system enhancements
Perform at a level that assists in attaining overall and teamlevel performance measures and goals
Stay apprised of service center knowledge and industry best practices
Investigate and test new technologies related to the position
Collaborate with other Americas Digital Center and Global teams to deliver excellence to customers by way of projects or issue resolution
Consistently meet assigned project deadlines in an agile and rapidly moving environment
Ensure compliance with all Health and Safety policies and initiatives outlined in the Health and Safety manual
Be available after hours for critical issue resolution
Other duties as required

Behavioural Competencies:

Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure the availability of the service in accordance with service level commitments
High willingness to drive transformation and service improvement
Ability to quickly adapt to and from single person to team working environments
Highly selfmotivated and directed
Attention to detail
Diverse capability for problemsolving, decision making and sound judgment
Strong organizational and communications skills
Highly professional demeanor with the ability to speak confidently, courteously and credibly to all levels of management.
Work effectively in the face of ambiguity, shifting priorities and rapid change while actively developing one's skills and capabilities
Foster a business focused environment delivering exceptional customer service and anticipating future customer needs
Effectively examine events, issues and problems and generate optimal solutions in a timely manner
Leads with a sense of collaboration and work effectively across the organization to achieve goal

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