Itsm Analyst - Toronto, Canada - Compugen Inc

Compugen Inc

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Title

ITSM Analyst
Contract

Vacancy No

VN6575

Work Location

Toronto, ON

Base Pay Range

To be discussed during the recruitment process

Job Details

About Compugen
Compugen is one of Canada's largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities.

Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations.

We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences.

If you are driven to make a difference, relentlessly curious and collaborative at the core, we'd love to talk to you. Join us and help us make a difference.
Requirments:
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
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

Qualifications:

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

Equity Statement

Consistent with our commitments to equity and diversity, we actively recruit from all designated groups. We also provide employment accommodation upon request to current staff members and to applicants during the recruitment process. We aim to provide a work environment where excellence is allowed to flourish and diversity is prized. Compugen is committed to providing accommodation throughout the interview and employment process. If you require an accommodation, the hiring manager and the human resources contact will work with you to meet your needs_