Senior Technology Support Analyst

It’s not a package. It’s a promise.

As Canada’s leading integrated freight, package, and logistics provider, we’ve been helping promises get where they need to be for more than 60 years. How does the magic happen? The journey starts with you. The places we go, the elements we brave, the promises we deliver – it’s all possible because of our people. So, whether you’re looking to build new skills, make an impact in your community, or inspire your team, we go there for you.

Description

This individual is responsible for collaborating with internal customers to guide the success of IT solutions while coordinating with the larger IT landscape. Major responsibilities will include gathering and analyzing requirements from various IT projects or larger roadmaps for service/process to create best-fit solutions. In addition, they will provide support and guidance to End Users in computer/system related issues. The ideal candidate is motivated, a life-long learner, and can collaborate effectively with customers, IT management, vendors, and consultants.

Responsibilities

• Support multiple key projects for the business unit as assigned.
• Gather and analyze customer requirements for existing process/services or IT Projects to develop/recommend best-fit solutions.
• Provide technical and process consultation to vendors, internal end users, and customers for IT products.
• Gain an understanding of the unique business and technical requirements on each service/product.
• Communicate with appropriate resources such as Product Managers, Developers, and Support team members to ensure the end users requirements are understood.
• Support requirement review sessions, provide design review, and development support.
• Support the integration of tasks, products, and process across IT.
• Participate in the quality assurance testing cycle as required; including but not restricted to, preparation and execution of test strategies, test plans, test cases, and test reports in accordance with implemented STLC.
• Ensure that project status, issues, and successes are communicated and documented appropriately for the project team, stakeholders, sponsors, and all levels of management.
• Assist with introducing projects/solutions to support teams within IT, vendors, and business.
• Assist in troubleshooting issues and escalate issues to higher levels when required.
• Ensuring the end user and vendor receives the necessary assistance to conduct the implementation, solution, or support for issues
  
  

Qualifications/Requirements

• Project management experience / Project Management fundamentals is an asset.
• Experience in planning, tracking, documenting, and delivering projects
• 4-5 years of Experience in IT Systems Administration.
• 4-5 years of Experience with IT Network Principles and Protocols including TCP/IP and IP Schema design.
• 4-5 years experience in 0365 Administration
• Strong strategic thinking, risk analysis, and problem-solving skills.
• Knowledge of business, regulatory and compliance requirements.
• Excellent analytical and creative-thinking skills.
• Must have the ability to look horizontally across the company in addition to supporting the individual (vertical)business areas.
• Ability to manage and prioritize responsibilities through the effective use of time management and organizational techniques.
• The ability to work well with both seasoned and inexperienced team members.
• Must be flexible and be able to lead and/or manage several projects simultaneously.
• Ability to interact and communicate both written and verbally with the Business and technology representatives.
• Well-qualified candidates are comfortable with customer/client-facing roles requiring technical knowledge, can multitask extensively, and are able to learn new skills continually and quickly with little formal direction.
• Candidates should possess a combination of consulting, technical, oral, and written skills gained through a minimum of 2 years of professional experience.
• Ability to grasp complex concepts related to integration of multiple systems and how they satisfy business processes.
• Quick to understand, learn and apply Purolator’s internal IT offerings (ServiceNow, O365, Okta).
• Experience in Service Desk or Deskside type of roles.
• Possess a sound working knowledge of: ITIL, process design, development, and enhancement.
• Degree in Computer Science is preferred.
• A+ Certification is preferred.
  
  

POSTING DETAILS

Location: 530 - Corporate

Working Conditions: Office Environment

Reports to: Manager Technology Services

Purolator is an equal opportunity employer committed to diversity and inclusion. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, Aboriginal/Indigenous status or any other factors considered discriminatory. If you require an accommodation during the recruitment process, we will work with you to meet your needs.

We recognize that our employees and their families are key stakeholders. We will only be successful as a business if we provide our employees with a safe and healthy workplace and we have the right people in the right roles with the support they need to succeed. We hire for attitude and train for skills. To learn more about us and our values, go to www.purolator.com.

At Purolator, every day is an opportunity for our employees to connect with one another and with our customers to help make a positive impact in the communities where we live, work and play.