OPERATIONS SUPPORT ANALYST 1

City of Toronto•Toronto, ON

5d•CA$47 - CA$52•Hybrid

About The Position

The Operations Support Analyst 1 role is responsible for enterprise-wide infrastructure support including user network account administration, network facility administration, computer systems and related software, data, hardware, peripherals administration.

Requirements

Post-secondary education in a computer-related field, or an equivalent combination of education and related IT support experience.
Considerable experience providing technical support in a large, diverse enterprise computing and customer support environment.
Considerable experience using enterprise identity management systems, such as Novell/OpenText iManager, Active Directory, Secure Remote Access (RSA), and Mobile Device Management (MDM).
Experience creating, managing, and troubleshooting user accounts in an enterprise identity management system.
Considerable experience using ServiceNow for ITSM processes, including logging and handling Incident and Service Request tickets.
Experience working with scripting tools such as PowerShell, diagnostic tools, and application integration in an enterprise environment.
Familiarity with IT frameworks and best practices, including the Information Technology Infrastructure Library (ITIL).
Working knowledge of application security, user rights, and group policy management.
Strong conceptual, analytical, and problem-solving skills.
Ability to prioritize, plan, organize, and work independently.
Excellent interpersonal skills, with the ability to work independently and in a team environment, and to establish and maintain effective working relationships with staff at all levels and external contacts.
Commitment to customer service, quality performance, and continuous improvement.
Ability to work flexible hours and days, including evenings, nights, and weekends, under deadline and time constraints.
Ability to work on standby and provide on-call support for production systems.
Valid Province of Ontario, Class "G" Driver's License and have access to a vehicle.
Ability to drive and travel to various office locations across the City to support production systems.
Ability to adapt to changing priorities and perform other duties as assigned.
Strong oral and written communication skills to provide troubleshooting support, prepare technical documentation and problem reports, and deal effectively with clients.

Nice To Haves

Experience with the technical change process, from planning to implementation, is an asset.

Responsibilities

Performs operation support of software, hardware and network facility at enterprise level using monitoring and diagnostic tools to ensure the operation and maintenance of the technologies and solutions are cost effective.
Monitors enterprise systems and network usage, performance and capacity; and ensures pro-active action is taken for the production systems and solutions.
Performs enterprise-wide user accounts administration including addition, deletion and change of user accounts.
Responds to user inquiries, investigates and analyzes problems and develops solutions and/or action plans. Liases with users, other technical support staff and/or vendors to resolve problems.
Provides assistance and operational support in the assessment and implementation of upgrades and/or enhancements to the existing systems.
Works as part of a technical project team to determine requirements, research, evaluate, recommend, design, implement, and provide operational/technical support for system software, platform hardware and/or network solutions.
Reviews the effectiveness of operational standards, procedures and processes and recommends changes.
Monitors the operation of enterprise computer hardware, system software, business applications, network and network connectivity to maintain high system availability.
Administers security procedures and processes at enterprise level to protect the integrity of corporate business applications and data access.
Administers and controls the enterprise systems and their components.
Ensures most effective tools, utilities and technologies are used in operation and enterprise system management.
Performs and monitors enterprise system back up and recovery procedures.