System Analyst, BPSS Operations

ATCO•Calgary, AB

22h•Onsite

About The Position

As the System Analyst, BPSS Operations, you’ll be a key point of support for ATCO’s HR technology users, helping ensure Oracle HCM and UKG run smoothly and employees receive timely, effective assistance. In this 18-month opportunity, you’ll partner with stakeholders across the business to assess, troubleshoot, and manage incidents and support tickets, while guiding users, resolving Tier 1 issues and escalating more complex matters to senior functional and technical analysts. It’s an opportunity to combine technical problem-solving, customer service, and business process knowledge in a role that directly supports the employee experience across ATCO.

Requirements

Post-secondary education in HR, Commerce or IT
3+ years of IT support experience, preferably in a Tier 1 or Tier 2 systems management technical support role for HCM or Finance applications
Experience with Oracle HCM and UKG Dimensions
Hands-on technical experience with common IT systems and software (such as MS Office 365 and SharePoint)
Experience working under defined SLAs
Excellent verbal and written communication skills
Strong analytical, technical, and problem-solving skills
Ability to explain technology to non-IT stakeholders
Team-oriented with strong collaborative and negotiation skills
Discreet and trustworthy with confidential information

Nice To Haves

ITIL certification or equivalent work experience preferred
Experience with Jira, ServiceNow and/or Cornerstone are considered assets

Responsibilities

Receive and manage IT service tickets related to Oracle HCM and UKG, as well as incidents, through ServiceNow
Assist users in defining problem statements and update relevant information in tickets
Categorize and prioritize tickets based on urgency and impact
Assign tickets to appropriate analysts or escalate to Tier 2/3 support if necessary
Respond to technical and functional inquiries from users and key business stakeholders
Analyze trends in incidents to determine root causes and escalate critical issues
Ensure excellent customer service and approachable support for all users
Ensure all Service Requests and Incidents meet SLA thresholds
Monitor and report ticket trends via dashboards
Adhere to IT standards in all operational activities
Support and execute the change ticket process for operational changes (ITIL processes)
Monitor system health and critical workflows through monitoring tools and processes
Support business activities such as master data updates, repeatable tickets and minor configurations
Assist in SaaS system releases (Oracle, UKG, Cornerstone) by supporting UAT testers
Communicate release windows to stakeholders
Create and update documentation for critical operational processes
Complete post-refresh and release activities.