Client Services Operations Analyst

Duties:

The Operations Analyst (OA) position is the IT point of contact for cross-team and inter-departmental collaboration and provides solutions for computer hardware, software, and network access problems.

They apply strong organizational awareness skills and business acumen to evaluate how decisions, processes, changes, and new technology can impact VIU business, students, employees, and other stakeholders and improve organizational performance. They then use that knowledge in applying solutions and providing guidance.

The OA investigates variances in processes, information, and technical solutions and provides recommendations for modifying or creating solutions that improve currency, efficiency, and effectiveness.

OAs work in a high-pressure, detail-oriented environment with a heavy workload that often has immediate requirements or tight deadlines. The OA is regularly called upon to review and resolve multiple issues concurrently, switching focus quickly and frequently while maintaining efficiency and accuracy.

Specific duties include:

1. Consult with clients, IT staff, institutional departments, and suppliers by email, phone, and in person to gather information and provide problem resolutions and advice on computer-related issues.
2. As a member of the IT Service Desk team, serve as the escalation point for service desk analysts for advanced technical troubleshooting, advice on procedure, and review of technical and non-standard process changes.
3. As part of the OA triage team, be responsible for more complex problem resolutions and service requests.
4. Review, validate, and process requests for numerous types of user accounts, system accounts, and public accounts, elevated account privileges, and access to restricted resources.
5. Research and recommend new or alternative equipment/products that meet client needs and ensure they follow VIU technology standards, are compliant with the manufacturer terms of license and FIPPA guidelines, are compatible with our complex environment, and meet budget allocations.
6. Create, update, proofread, and validate internal and public-facing digital resources including website updates, employee and student user-guides, instruction-oriented emails, and departmental procedures.
7. Monitor and respond to reports of potential compromised computer accounts; determine the level of risk to institution and end user, act to remove risk, and coach end user on what to do in order to reduce security threats to the institution.
8. Complete general updates on the administrative area, faculty or department website (e.g., biographies, announcements, important dates, course information), ensuring information is current and accurate.

Required Qualifications:

Two-year Computer Technology diploma from an appropriately accredited institution. Minimum five years recent, relevant experience OR minimum three years recent, relevant experience and minimum one year experience working in a post-secondary institution preferably at Vancouver Island University. A combination of education and experience may be considered.

Demonstrated technical problem analysis and resolution skills in a help desk or call center environment. Familiarity with a broad range of computer software, hardware, peripherals, and network topologies. Familiarity with Microsoft Exchange and Active Directory. Experience in a Microsoft Windows and Office Suite environment. Intermediate level word processing skills. Excellent interpersonal skills and strong written and oral communications skills. High attention to detail.

Preferred Qualifications:

Additional training in office productivity software, help desk customer service, time management, managing priorities, conflict resolution, project management, technical writing, intermediate web page development, and intermediate database administration. Additional designations or certifications such as Microsoft Office Specialist Certification, ITIL foundations certification, Help Desk Institute Customer Service Representative, Help Desk Institute Support Center Analyst, CompTIA A+ Certification, and CompTIA Network+ Certification.

Note:

• Short-listed candidates must provide original transcripts, or applicable original certifications at the time of the interview.
• All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.
• Vancouver Island University (VIU) is collectively committed to building and sustaining a diverse and inclusive working and learning environment for faculty, staff, and students. In our journey towards greater diversity, we invite applications from members of equity-seeking communities including women, racialized and Indigenous persons, persons with disabilities, persons of all gender identities and sexual orientations who bring value to the VIU community through their lived experiences. We encourage members of all equity-seeking groups to self-identify within their application cover letter. When a candidate voluntarily discloses this information in their cover letter, the information will be used only for the fulfillment of the career opportunity. Disclosure and/or self-identification with an equity-seeking group will not lead to advantageous treatment of a candidate who is not qualified.