ITSM Operations Analyst

ABOUT THE ROLE

Under the general direction of the Head of IT Plant Operations, the ITSM Operations Analyst provides operational support in resolving end-user concerns and requests. This role is a Tier 2 and Tier 3 support service and acts as an escalation point for the Service Desk and Tier 1 support. This role also contributes to and leads IT and Business projects related to services such as Collaboration, Network, Endpoints, and Software.

This is a six (6) month contract position.

WHAT YOU’LL ACCOMPLISH

• Resolve and respond to customer issues.
• Act as a Tier 2 and Tier 3 escalation point for complex business system concerns and issues.
• Actively engage in project assignments, including defining and leading project tasks to ensure adherence to budget, schedule, and scope.
• Maintain, monitor, and administer related computing environments, including directories, systems software, applications software, and management tools.
• Participate in the evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations.
• Lead customer training sessions on IT policies, directives, and processes, acting as a Subject
• Matter Expert and Champion within the Business.
• Collaborate with other Americas Digital Center and Global teams to deliver excellence to customers through projects or issue resolution.
• Consistently meet assigned project deadlines in an agile and rapidly moving environment.
• Demonstrate a commitment to communicating, improving and adhering to health, safety and environmental policies in all work environments and areas. Promote a culture of safety and exhibit these behaviours.

WHAT WE’RE LOOKING FOR

• Education: Bachelor’s Degree or equivalent professional experience.
• Field of Study Preferred: Computer Science, Engineering, or a related discipline with an IT focus.
• Required Work Experience: 3-5 years in End User Support.
• Preferred Technical Skills: Experience with Active Directory, Service Now (SNOW), and Microsoft SQL.
• Travel Requirements: Locally up to 40%. A vehicle and driver's license are required.

Additional Requirements

• Ability to work decisively under a heavy workload, considering the criticality, urgency, and extended work hours required to ensure service availability.
• High willingness to drive transformation and service improvement.
• Ability to quickly adapt to and from single-person to team-working environments.
• Highly self-motivated and directed.
• Attention to detail.
• Diverse capability for problem-solving, decision-making, and sound judgment.
• Strong organizational and communications skills.
• Highly professional demeanor with the ability to speak confidently, courteously, and credibly to all levels of management.
• Work effectively in the face of ambiguity, shifting priorities, and rapid change while actively developing one’s skills and capabilities.
• Foster a business-focused environment, delivering exceptional customer service and anticipating future customer needs.
• Effectively examine events, issues, and problems and generate optimal solutions in a timely manner.
• Leads with a sense of collaboration and works effectively across the organization to achieve goals.
• Successful candidates must adhere to all safety protocols and proper use of Amrize approved Personal Protection Equipment ("PPE"), including but not limited to respirators.
• Employees that are required to wear respirators must be clean-shaven where the respirator seal meets the face in order to pass the qualitative and quantitative fit tests.

WHAT WE OFFER

• An inclusive and welcoming environment where everyone can be themselves.
• A collaborative work culture in a supportive and team-oriented work environment.
• Company-provided personal protective equipment ensuring your safety and comfort on the job.