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Senior IT Support Analyst (Incident Management) (74808)

Job description

Eagle’s client is seeking a Senior IT Support Analyst (Incident Management) for a permanent job opportunity.

Key Senior IT Support Analyst Skills
  • An Undergraduate Degree or Technical Certifications 
  • Five (5) to seven (7) years relevant experience in incident management 
  • Experience with ServiceNow, ITIL, Webex, Microsoft Collaboration tools is an asset
  • Strong communication skills with ability to lead and facilitate meetings and incident calls 
  • Adeptness at assessing and extracting required details, while keeping stakeholders informed
  • Ability to work independently in a senior/lead role on a diverse range of tasks and may be relied upon to coach/ educate others
  • Ability to remain calm and focused in high pressure environments 
  • Team player – ability to collaborate with peers and support partners 
  • High comfort level in leading the triage of highly complex and/or comprehensive applications/systems and/or business lines
  • Strength in identifying root causes and implementing targeted and controlled remediation plans
  • Readiness to review, participate in and implement procedures
  • Strength in consulting with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to your own area
  • Willingness to work effectively as a team, helping others to resolve critical service issues
As a Senior IT Support Analyst, you will be responsible for:
  • Performing controlled incident resolution including prioritization and escalation, involving business and technology partners as appropriate.;
  • Striving to improve production environment stability by working with others to set up, maintain and monitor applications and systems, while meeting availability targets;
  • Providing prompt, effective day-to-day support, accurately identify and resolve issues, perform controlled and timely incident resolution all while making client satisfaction a top priority;
  • Researching system issues and opportunities, recommend changes, oversee execution, keep accurate documentation;
  • Gaining understanding of technical aspects of project and break-fix development related to applications, advise developers and solution designers;
  • Using meaningful metrics to monitor environment performance;
  • Improving performance and resource utilization by assessing and analyzing opportunities to optimize the operational environment;
  • Following established processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required;
  • Identifying/implementing process improvements to enhance revenue, customer experience and reduce costs; and,
  • Supporting business case development, RFI/RFP and SLAs with vendors. 
Don’t miss out on this opportunity, apply online today!

Eagle is an equal opportunity employer and will provide accommodations during the recruitment process upon request. We thank all applicants for their interest; however, only candidates under consideration will be contacted. Please note that your application does not signify the beginning of employment with Eagle and that employment with Eagle will only commence when placed on an assignment as a temporary employee of Eagle.