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Service Desk Ananlyst

Flex People Solutions Inc.

This is a Full-time position in Toronto, ON posted May 26, 2017.



Reporting to the Manager, Service Delivery the Analyst, Service Delivery will complete daily support activities, coordinate IT changes, and uphold a continual service improvement culture in IT. This role will focus on the execution of operational procedures and support continuous improvement initiatives.


Primary Responsibilities:

  • The Analyst, Service Delivery performs second line application support activities, including security administration and issue resolution/escalation;
  • He/she will adequately categorize tickets according to pre-defined priority levels, and as the ticket owner will ensure ticket completion according to a pre-defined SLA;
  • The analyst will ensure effective integration, knowledge sharing and collaboration between the service desk and both internal and external support technicians;
  • Participates in IT process reviews, and change management workshops, while upholding a culture of continuous improvement;
  • Executing a change-management process to maintain the health and security of the application portfolio;
  • Identification of inherent risks, controls, and process breakages;
  • Adopt and adhere to the Change, Asset & System Configuration processes;
  • Coordinate the IT Change process to ensure that all changes are tested and approved prior to being promoted to production;
  • Maintain access rights to ensure that only authorized personnel have access to production systems and that all access is supported by an approved change;
  • Executes processes, programs, and tools to support information assurance, regulatory compliance and internal controls;
  • Works effectively with associates and business users as well as with business partners, internal and external auditors and other interested stakeholders;


Knowledge, Experience & Skills:

Required level of education and job-related experience:

  • Undergraduate degree preferably in Computer Science / Technology, or equivalent combination of education and at least Three (3) years of related experience working in End User Support (EUS) with change control and application maintenance experience.

Specific Skills:

  • ·         Two (2) years’ experience with JD Edwards security administration
  • ·         JDE functional knowledge of the Financial and Real Estate modules
  • ·         Understanding of IT service aspects such as SLAs/KPIs
  • ·         Demonstrated IT change management experience
  • Experience adhering to IT General Computing Controls in a public company environment
  • ·         Ability to communicate effectively with all associates and stakeholders
  • ·         Bilingual French/ English is a strong asset



Skills Required

  • Education level: University
  • Work experience (years): 0-2 years


Salary: 2-5$ per year

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