Analyst, IS Infrastructure Operations

Highlights of the job

We are hiring a full time, permanent Analyst, IS Infrastructure Operations position working out of Edmonton, AB.

The Operations Analyst is accountable for IT services. This includes achieving day to day operations, incident, request and change management, new site coordination, implementation of process improvements by working with internal stakeholders and external vendors, streamlining current request management tools, infrastructure operational documentation, and providing subject matter expertise to internal customers.

What you’d be responsible for

• Provide input to the IT Operations plans and directions, and ensure on-going appropriate relationships with other positions as well as end users
• Support and maintain the ITSM application within Infrastructure Operations
• Ensure the delivery of optimal results against appropriate performance metrics including service level agreement compliance, client satisfaction, ticket response targets, resolution targets, availability and service quality
• Responsible for maintaining accurate infrastructure assets, technical documentation/diagrams, standard procedural/process documentation, developing knowledge base and supporting materials
• Participate in infrastructure operational service requests, asset management, incident management, request management, and change management
• Accountable for assisting with reconciling monthly asset and financials
• Responsible for facilitating functional working groups, identifying missing or required processes and procedures areas, capturing business requirements for new and improving on existing processes within Infrastructure Operations
• Communicating and presenting, in non-technical terms, the various voice, network, and wireless products and services
• Ability to work cross-functionally with multiple stakeholders and build strong working relationships
• Developing documentation and communication materials in support of technology implementation, transition to operations, knowledge base material and support workflows
• Creation of service and product descriptions. Including templates, questionnaires, and RACI to reduce ambiguity and clarify responsibilities
• Provide and assist in backfill for team members in IT operations

What’s required to be successful

• Degree or diploma in Computing Science or Engineering from a recognized technical institute
• Minimum 4 years’ experience in Information Services, specializing in an Infrastructure Operations environment, ITIL Certification and process improvement/analysis
• Strong and proven knowledge of IS Infrastructure focusing on network and data center related equipment
• Knowledge and administration of ITSM application (ServiceNow)
• Ability to apply analytical skills and a disciplined approach to continuous improvement
• Strong problem solving and analytical skills; ability to produce end-to-end view of processes
• Active learning skills which would allow for continually adapting to new changes in technology and business requirements
• Strong leadership and facilitation skills; an ability to advise and collaborate with diverse stakeholder groups
• Demonstrated ability to gather and document business and technical requirements. Technical system documentation, process mapping, standards, process, and procedure documentation.
• Ability to establish solid working relationships with peers and stakeholders at all levels of the organization
• Ability to prioritize own workload while remaining flexible and adaptable

Other important facts about this job

Jurisdiction: CSU52

Class: IT2

Wage: Starting at $53.05 per hour (Final Wage and Step will be determined at the time of selection and are subject to change based on ratification of the new collective agreement.)

Hours of work: 75 hours biweekly; Monday to Friday

Application deadline: April 21, 2025

Internal Applicants please ensure that you are using your “@epcor.com” email address.

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Please note the following information:

• A requirement of working for EPCOR is that you are at least 18 years of age, successfully attained a high school diploma (GED, or equivalent level of secondary education) and legally entitled to work in Canada. (A copy of a valid work permit may be required.)
• If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required. Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.
• A technical/practical assessment may be administered during the selection process and this exercise will be used as a part of the selection criterion.
• To meet the physical demands required of some positions, candidates must be in good physical condition and willing to work in all weather conditions. Clearance on pre-placement medical and drug and alcohol testing may be required.