Senior Analyst, TechEx | Analyste Senior, TechEx

NBCUniversal • Montreal, QC

9d • Hybrid

About The Position

The Senior Analyst role is a key role within Enterprise IT Operations, reporting directly to the Sr. Manager of Hub Sites. This position builds on core deskside and support capabilities, expanding the analyst's scope to include operational responsibilities that enhance end-to-end service delivery. The Senior Analyst will be equipped with increased access to systems and tools to directly carry out transactional tasks that were previously routed through engineering teams. The role is ideal for a technically adept support professional with strong troubleshooting skills, a customer-first mindset, and a desire to take ownership of critical service operations in a fast-paced environment.

Requirements

• Proven experience in an IT support or deskside analyst role with strong troubleshooting skills
• Familiarity with enterprise systems such as Active Directory, Exchange, and Microsoft 365
• Ability to analyze complex technical issues, identify root causes, and recommend long-term solutions
• Ability to follow standard operating procedures and execute technical tasks accurately
• Oversee technical aspects of onboarding and offboarding workflows, with minimal escalation.
• Strong attention to detail and ability to complete service requests independently
• Strong critical thinking and decision-making skills
• Ability to work autonomously, manage priorities, and deliver outcomes
• Strong organizational and time management skills in a fast-paced environment
• Fluency in both English and French, including written and oral communication skills, to support collaboration and provide services to employees across Canada and the United States.

Nice To Haves

• Demonstrated ability to quickly adapt to new tools, technologies, and processes
• Experience working cross-functionally with engineering or infrastructure teams

Responsibilities

• Provide advanced deskside and remote support to end users through independent analysis and judgment, ensuring timely resolution of all technical issues
• Provision user accounts, mailboxes, licenses, and other service-related resources.
• Configure and administer tasks across IT platforms.
• Exercise autonomy in managing operational tasks and processes using internal tooling.
• Partner with engineering teams to design and transition recurring activities into scalable workflows.
• Maintain accurate documentation of procedures and task execution.
• Contribute to continuous improvement efforts through feedback and process refinement.
• Oversee technical aspects of onboarding and offboarding workflows with minimal escalation.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed