Operations Business Analyst Contract Duration 8+ months Job Responsibilities: Operational Support - Queue Management Ensure that all SUS operational support requests are assigned and actioned in compliance with service level targets Operational Support - Incident and Service Request Management Review submitted incident tickets to ensure completeness of information Provide basic triage and assign to Tier 3 specialists as required Monitor tickets to ensure compliance with service-level targets Provide support in closing/resolving tickets where required Provide reports on the current status of assigned tickets Provide historical reports on volume, performance, trends, etc Operational Support - Service Request Fulfillment Complete standard service requests in support of SUS clients such as: Password administration Account administration (add/delete/modify) Access to tools such as monitoring, automated deployment, log analysis, etc. Operational Support - Change Management Review assessment tasks on new CRQs to ensure compliance with SUS standards Assign tasks to support specialists as required Monitor tasks to ensure alignment with CRQ deadlines and change management processes Provide support in closing tasks where required Provide reports on the current status of assigned tasks Provide reports on scheduled CRQs impacting SUS Provide historical reports on volume, performance, trends, etc Must Haves: 2+ years experience in ITIL Service Management Incident - Basic triage and assessment with assignment to Tier three Queue management - Assignment of tickets Change management - Creation and management of Change Requests Configuration management - Management of component inventory 2+ years experience in Operational Support Familiarity with WebSphere, Oracle 19c, Kubernetes, Ansible Experience with enterprise Data Analysis/visualization tools like Power BI Evaluation Criteria: General Project Coordination and Communication - 30% Experience with coordinating and leading initiatives with both technical and business stakeholders Excellent verbal communication skills; ability to explain complex, highly technical information to non-technical colleagues using clear, simple language Excellent analytical and problem-solving abilities Experience with planning and implementation of changes Experience with developing project scope documents and project plans Experience creating and maintaining documentation for operational procedures Experience with using Microsoft Office and other tools to automate processes, analyze data, and create reports or data visualization Service Management - 30% Experience with ITIL best practices for IT Service Management including: Change Management Incident Management Problem Management Configuration Management Experience with Remedy/eSMT or other service management tools in an IT support environment 2+ years of hands-on experience managing incidents, problems, and service requests through the lifecycle. Including documenting, tracking, and monitoring to ensure timely resolution in line with SLAs Experience with reviewing data and producing analyses, reports, and data visualizations Middleware Support - 35% Experience with handling fluctuating workloads, conflicting priorities, and concurrent activities in an IT support environment 2+ years of hands-on technical working experience with the systems administration of Oracle Solaris (Sun Solaris) and Red Hat Enterprise Linux (RHEL). 2+ years of hands-on technical working experience with IBM WebSphere/Liberty/NDM 2+ years of hands-on technical working experience in supporting application/web servers Understanding of DevOps and CI/CD concepts and tools e.g. Jenkins/Ansible, etc. Experience with Axway Secure Transport or similar FTP/SFTP system Development experience or exposure to the DataPower platform is an asset Development experience with Informatica, IBM MQ, and IBM ACE is an asset General exposure to cloud-based computing solutions and concepts General exposure to network topologies (firewalls, load balancers, DNS) Public Sector Experience - 5% Experience working within the Public Sector, or other government would be preferred Notes: Hybrid Role- 3-days per week on-site required