Operations Analyst, Data Centre Operations-information Technologies

Description

The Department of Information Technologies is currently seeking a Full-time Operations Analyst, Data Centre Operations.

Reporting to the Manager, of Data Centre Operations and Voice Services, the position will function as part of Information Technologies supporting a broad range of enterprise technologies, IT facilities and IT services across the University of Calgary Campuses.
The Operations Analyst 2 role will be called on to assist with the troubleshooting and support of IT and facility related technologies within the supported Data Centre locations. There is a high volume of work, in a very complex environment, intricate problem-solving and high levels of stress associated with the position.

Work may require the management of competing interests with satisfactory outcomes for all involved. Works where there is ambiguity, continuous change, and shifting priorities between supporting research, learning and administrative environments. The position requires regular upgrades of skills, and demonstrated advanced knowledge of department processes as technologies and tools change. This position has the accountability for the successful training and mentoring of junior staff. The job is driven by activities and users which will require rotating shift work to adequately cover the environment in a 24/7 operation. In some emergency situations on call or call out may be necessary.

Summary of Key Responsibilities (job functions include but are not limited to):

• Takes responsibility for his/her own learning and skills development by staying current with latest technology trends, unit procedures, and IT processes
• Provide accurate technical advice and support to all clients
• Ensure the timely and effective resolution of all technical issues, either personally or by involving other IT team members when appropriate
• Follow all standard procedures
• Adhere to all IT policies
• Must demonstrate advanced knowledge of unit procedures and equipment through continuous learning and testing by Team Lead or unit Manager
• Must demonstrate and be accountable for becoming a subject matter expert in various areas of service delivery and/or specific unit or IT service knowledge.
• Must demonstrate advanced troubleshooting skills and understanding of IT service dependencies through continuous learning and testing by Team Lead or unit Manager
• Must communicate clearly and effectively orally and in writing
• Must understand and follow oral and written instructions
• Must demonstrate active listening skills
• Must communicate effectively in individual or group situations
• Ensures that the unit Manager, Team Lead and other team members are kept informed of all activities and progress of work by sharing accurate information regarding service events, projects and activities using tools and methods outlined by unit management
• Accountability for the successful training and mentoring of junior staff
• Responsible for the ongoing input to and documentation of the training program of junior staff
• Must prepare clear, well-written reports, diaries, records, and log entries
• Must document all service events and activities accurately, clearly and concisely according to current unit procedures
• Develop new or existing service documentation according to unit standards as requested and within specified timelines
• Identify, document and escalate opportunities for process improvement
• Development of IT service metrics and documentation as requested and within specified timelines
• Must demonstrate the ability to seek a team approach to service delivery as appropriate
• Must demonstrate the ability to reconcile differing perspectives, develop consensus, and secure cooperation and support from customers and other IT team members
• Must demonstrate the ability to work and develop a team based approach to solve critical highly technical issues
• Ensure a clean and tidy work and facility environment by ensuring regular cleaning process is done according to unit procedures and training.
• Takes responsibility for his/her own learning and skills development
• Ensures regular work attendance for specified shift and timely reporting for start of shift
• Work as a team to deliver timely and effective IT services
• Must be able to work in a high volume environment with frequent interruptions and changing priorities
• Must demonstrate the ability to work collaboratively and interact respectfully and persuasively with a variety of internal and external contacts
• Develop and maintain positive working relationships within the IT group and with clients
• Liaise closely with other departments within IT to facilitate efficient workflow
• Work within or exceed the commitments made to the University community
• Ensure that all actions are aligned with the organization's strategic direction, ethics, values and professional standards

Qualifications / Requirements:

• Advanced knowledge of the following technical skills:
  • Enterprise Server technologies
  • Windows Active Directory
  • Standard PC computer and peripheral support
  • Standard support for mobile devices / smart phones
  • Standard printer / multifunction printer network configuration and troubleshooting
  • Knowledge of standard software packages (MS Office, Internet Explorer)
  • Intermediate knowledge of current operating systems (Windows, Linux)
  • Intermediate network troubleshooting skills (wired, wireless, and VPN technologies)
  • Hands-on hardware warranty trouble shooting and repair
• Organizational skills with ability to prioritize and meet competing deadlines
• Must possess excellent customer service skills
• Ability to transfer technical information to clients with little or no technical background, and an ability to translate customer needs into requests for service
• Proven ability to provide customer support via telephone, email and remote software tools in addition to in-person support
• Advanced analytical and problem solving skills are required and the ability to assess information, reflect on events, feedback and other information in order to analyse and resolve incidents
• Pleasantly and respectfully interacts with co-workers, supervisor, members of the University community
• Shows ability for detail work by assisting with recordkeeping or updating knowledgebase documentation as required
• Ability to perform heavy manual labour work related to equipment installation or removal
• A valid Class 5 driver’s license (cannot be a graduated license) with proven good driving record (abstract required) to facilitate travel to all Data Centre locations
• Working knowledge of current IT tools (example: Service Now, WhatsUp, NetTerrain) an asset
• Ability to work independently and as part of a team
• 5-7 years of experience directly related to: enterprise server, desk side support, computer lab support or help desk support
• Undergraduate degree or Technical School diploma in a related IT or network communications field
• Experience working in public sector environment
• A+ certification is a benefit
• Network+ certification is a benefit
• ITIL Foundations certification is required

Application Deadline: May 15, 2024

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

This position is part of the AUPE bargaining unit, and falls under theTechnical Job Family, Phase 2.

For a listing of all management and staff opportunities at the University of Calgary, view our Management and Staff Careers website.

About the University of Calgary

UCalgary is Canada’s entrepreneurial university, located in Canada’s most enterprising city. It is a top research university and one of the highest-ranked universities of its age. Founded in 1966, its 36,000 students experience an innovative learning environment, made rich by research, hands-on experiences and entrepreneurial thinking. It is Canada’s leader in the creation of start-ups. Start something today at the University of Calgary. For more information, visit ucalgary.ca.

The University of Calgary has launched an institution-wide Indigenous Strategy committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.

As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Equity, Diversity and Inclusion (equity@ucalgary.ca) and requests for accommodations can be sent to Human Resources (hrhire@ucalgary.ca).

Do you have most but not all the qualifications? Research show that women, racialized and visible minorities, and persons with disabilities are less likely to apply for jobs unless they meet every single qualification. At UCalgary we are committed to achieving equitable, diverse, inclusive and accessible employment practices and workplaces and encourage you to apply if you believe you are right for this role.

We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.