Type: 3-month Contract
Target start date: ASAP
Location: 115 Quarry Park Road SE, Suite 300, Calgary, Alberta T2C 5G9 - 60% will be remote, 40% will be onsite
Hours: Mon-Fri hours to be confirmed but assume 9:00-5:00
Pay rate: $35.00 to $40.00/hour Inc.
Job Description
- Using a predefined resolution framework, develop and apply IT knowledge skills (e.g. troubleshooting) to resolve and respond to customer issues
- Develop basic functional knowledge and documentation of IT systems (SAP ECC, SAP BW, Ariba, Command, LAN/WLAN, Account Management, Endpoints, Printing, Directory Management, Google Apps)
- Actively engage in project assignments including defining and leading project tasks and/or work packages
- Demonstrate leadership skills in collaboration and knowledge
- Act as a resolution escalation point for peers and customers
- Maintain, monitor and administer related computing environments, including directories, systems software, applications software, and management tools
- Provide support and assistance for plant process systems including Command, LDMS, PDH, WFMS, and others as required
- Participate in the evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations
- Create technical documentation around new and established processes and procedures
- Responsible for the management of asset inventory in compliance with defined asset management processes
- Contribute to ITSM Knowledge Base Participate in Global Team forums
- Develop an enhanced understanding of IT processes and policies as defined by the Shared Service Center and how they affect our customers
- Participate in training to continue to develop key functional and technical skills and improve business acumen
- Lead customer training sessions on IT policies, directives, and processes and act as SME and Champion within the Business
- Work with their team to resolve and communicate resolutions to customer inquiries, escalating issues as needed
- Communicate frequently with Management, working to develop personal skills and abilities
- Seek to continuously improve operations
- Identify and suggest process and system enhancements
- Perform at a level that assists in attaining overall and team-level performance measures and goals
- Stay appraised of service center knowledge and industry best practices
- Investigate and test new technologies related to the position
- Collaborate with other Shared Service and Global teams to deliver excellence to customers by way of projects or issue resolution
- Consistently meet assigned project deadlines in an agile and rapidly moving environment
- Ensure compliance with all Health and Safety policies and initiatives outlined in the Health and Safety Manual
- Participate in on-call rotation for after-hour emergencies
- Graduate degree or college diploma in Computer Science, Engineering or related discipline with an IT focus or adequate experience
- 5 or more years in an IT role
- Excellent English (written & spoken)
- ITIL v3 Foundations, Microsoft Certifications (or working towards) Cisco Certifications (or working towards)
- Strong technical knowledge of IT
- Comprehensive understanding of IT services, technology and solutions Experience in SAP or related ERP applications an asset
- Experience in a related industry setting (cement, aggregate, ready-mix) an asset
- Experience with administering Active Directory Domain Services and Citrix
- Experience with G-Suite and AWS Management an asset
- Experience with ITSM/ITIL applications (ServiceNow)
- Keen interest in existing and emerging hardware and software technologies and IT architectures
- Strong competency in delivering efficient and effective solutions to diverse and complex business problems
- Ability to translate technical knowledge into a more easily consumable format Strong communication skills
- Strong technical documentation skills
- Strong analytical and troubleshooting skills