Operations Business Analyst - Toronto, Canada - GTT, LLC

Description

Operations Business Analyst
Contract Duration 8+ months


Job Responsibilities:
Operational Support - Queue Management
Ensure that all SUS operational support requests are assigned and actioned in compliance with service level targets
Operational Support - Incident and Service Request Management
Review submitted incident tickets to ensure completeness of information
Provide basic triage and assign to Tier 3 specialists as required
Monitor tickets to ensure compliance with service-level targets
Provide support in closing/resolving tickets where required
Provide reports on the current status of assigned tickets
Provide historical reports on volume, performance, trends, etc
Operational Support - Service Request Fulfillment
Complete standard service requests in support of SUS clients such as:
Password administration
Account administration (add/delete/modify)
Access to tools such as monitoring, automated deployment, log analysis, etc.
Operational Support - Change Management
Review assessment tasks on new CRQs to ensure compliance with SUS standards
Assign tasks to support specialists as required
Monitor tasks to ensure alignment with CRQ deadlines and change management processes
Provide support in closing tasks where required
Provide reports on the current status of assigned tasks
Provide reports on scheduled CRQs impacting SUS
Provide historical reports on volume, performance, trends, etc


Must Haves:
2+ years experience in ITIL Service Management
Incident - Basic triage and assessment with assignment to Tier three
Queue management - Assignment of tickets
Change management - Creation and management of Change Requests
Configuration management - Management of component inventory
2+ years experience in Operational Support
Familiarity with WebSphere, Oracle 19c, Kubernetes, Ansible
Experience with enterprise Data Analysis/visualization tools like Power BI


Evaluation Criteria:
General Project Coordination and Communication - 30%
Experience with coordinating and leading initiatives with both technical and business stakeholders
Excellent verbal communication skills; ability to explain complex, highly technical information to non-technical colleagues using clear, simple language
Excellent analytical and problem-solving abilities
Experience with planning and implementation of changes
Experience with developing project scope documents and project plans
Experience creating and maintaining documentation for operational procedures
Experience with using Microsoft Office and other tools to automate processes, analyze data, and create reports or data visualization

Service Management - 30%

Experience with ITIL best practices for IT Service Management including:
Change Management
Incident Management
Problem Management
Configuration Management
Experience with Remedy/eSMT or other service management tools in an IT support environment
2+ years of hands-on experience managing incidents, problems, and service requests through the lifecycle. Including documenting, tracking, and monitoring to ensure timely resolution in line with SLAs
Experience with reviewing data and producing analyses, reports, and data visualizations

Middleware Support - 35%

Experience with handling fluctuating workloads, conflicting priorities, and concurrent activities in an IT support environment

2+ years of hands-on technical working experience with the systems administration of Oracle Solaris (Sun Solaris) and Red Hat Enterprise Linux (RHEL).

2+ years of hands-on technical working experience with IBM WebSphere/Liberty/NDM
2+ years of hands-on technical working experience in supporting application/web servers
Understanding of DevOps and CI/CD concepts and tools e.g. Jenkins/Ansible, etc.
Experience with Axway Secure Transport or similar FTP/SFTP system
Development experience or exposure to the DataPower platform is an asset
Development experience with Informatica, IBM MQ, and IBM ACE is an asset
General exposure to cloud-based computing solutions and concepts
General exposure to network topologies (firewalls, load balancers, DNS)

Public Sector Experience - 5%

Experience working within the Public Sector, or other government would be preferred


Notes:
Hybrid Role- 3-days per week on-site required