System Support Analyst

marineatla•North Sydney, NS

5d•Onsite

About The Position

Marine Atlantic is currently looking for a System Support Analyst to work with our Information Technology Department, located in North Sydney, NS. Marine Atlantic is committed to a diverse, equitable and inclusive workplace. Preference may be given to members of the following equity deserving groups: women, Indigenous Peoples, persons with disabilities, visible minorities and 2SLGBTQIA+ community members. If you are a member of one or more of these groups, please state to which group(s) you identify in your application. The Information Technology / Information Management (IT/IM) Division is critical for ensuring that the necessary information systems, are highly available and properly supported to enable the day today operation of all functional areas of Marine Atlantic. Reporting to the Sr. Service Desk Supervisor, the System Support Analyst works to align information systems and infrastructure to support the strategic and operational objectives of the various business functions, vessel, and the company as a whole. The role offers direction, co-ordination, and management of external consultants as well as co-ordinates, supports, implements, and maintains internal infrastructure, applications, and business system sourcing.

Requirements

University Degree or College Diploma in an IT related field.
OR a combination of equivalent education, job-related training and experience in a related position.
Customer focused with experience in Customer/Client Support organizations and processes.
Project and Time Management Skills.
Ability to work effectively in a team-based environment.
Sound communication skills and experience working alongside other IT and business management professionals.
Detail oriented, well organized, and a demonstrated ability to function effectively with a high degree of interdependence and autonomy.
Ability to manage and/or coordinate projects, respecting all deadlines.
Broad technical and application knowledge to provide advice and assistance to support staff and vendors involved in problem resolution.
Sound written and oral communication skills, including the ability to effectively communicate complex information to individuals at all levels, internal and external to the organization.

Nice To Haves

Knowledge of ITIL/ITSM and other industry standard IT support related frameworks.

Responsibilities

Provide tier 1 and 2 technical support to the business.
Respond to telephone calls, emails, and requests for ticket routing & escalations.
Assist team members in responding to more complex escalated inquiries.
Project management activities including co-ordination, scheduling, and risk and change management for business IT projects and initiatives.
IT system sourcing, development, implementation, integration, enhancement, and maintenance.
Produce and maintain production and coordination of relevant end-user documentation/training of technology usage.
Ensure a smooth delivery of services and communication of technology issues to the entire user community.
Provide training to new hires.
Assist in the accomplishment of company objectives by performing other related duties as required.
Promote a safe working environment.