IT Solutions Analyst Hybrid

IT Solutions Analyst (Hybrid)

As an IT Solutions Analyst, you will be ensuring that IT solutions are consistently implemented and fully supported for our business stakeholders. In your role supporting our ServiceNow application, you will become an expert in the technical and functional aspects of the application, responsible for identifying business requirements, understanding issues, presenting possible solutions, configuration changes, and deployment. This role requires development experience, excellent communication with stakeholders and our vendors to ensure alignment, resolve issues, optimize existing solutions, or scope future enhancements. This role also works with and mentors junior Solution Analysts as they develop their skills and experience.

What we offer:

• Work environment - Work in our beautiful home office building with access to a fitness facility, onsite nurse, and a café.
• Hybrid work model - Allows for a blend of in-office and work-from-home days.
• Competitive compensation - Includes an annual bonus plan, pension plan, and parking allowance.
• Flexible Benefits Plan - In effect from day one and offers three levels of coverage to select from to meet your unique, personal needs.
• Paid vacation - There is an annual option to purchase additional vacation, too.
• Wellness support - With an annual wellness allowance, paid personal care days, and a 24/7 Employee & Family Assistance Program.
• Opportunity to give back to some amazing causes in our community - Choose when and where to make an impact with a paid volunteer day, company volunteer opportunities, and a donation-matching program.

Your Responsibilities:

• Bring or develop functional and technical expertise of ServiceNow.
• Analyze and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.
• Develop and utilize standard templates to accurately and concisely write requirements specifications.
• Communicate changes, enhancements, user requirements, modifications, and business requirements - verbally or through written documentation - to project managers, sponsors, and other stakeholders so that issues and solutions are understood.
• Coordinate and perform in-depth tests, including end-user reviews, for modified and new system services or processes, and other post-implementation support.
• Provide orientation and training to end-users for all modified and new systems.
• Prioritize, schedule, and administer instances where defect or issue resolution is required.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Work with vendors and 3rd parties to resolve hardware, networking, and software issues.
• Ensure application and process security risks are identified and proactively analyzed with internal IT counterparts with engagement of 3rd party partners, where applicable.
• Work closely with business subject matter experts to understand challenges faced that could have a portion of the solution based on technology creation and ongoing maintenance of moderate to complex support documentation as required.
• Monitor, analyze, and troubleshoot software applications for potential issues and keep them running reliably.
• Support application patches, upgrades, and installation when required.
• Adhere to all service management best practices on an individual level.
• Coach and mentor junior employees.

Your Skills:

• Use your development skills to maintain our ServiceNow application. Problem solve and troubleshoot moderate to complex hardware and/or software issues in a timely manner.
• Collaborate with stakeholders at any level to identify incident requirements, understand issues, review possible solutions, and present recommendations.
• Support the development of project plans gathering requirements and creating broad scopes. Participate in projects to implement new solutions or enhancements.
• Evaluate the approach to deal with issues, either undertaking to resolve themselves or by escalating issues with other IT team members and vendors.
• Communicate the value of a process-centric approach to solving problems and taking advantage of opportunities.
• Proven troubleshooting skills.
• Ability to multi-task and set priorities based on stakeholder needs.
• Proven time management and organizational skills.

Your Experience:

• Education:
  College diploma in related field.
• Experience:
  3-5 Years in an application support role.
• Ability to program in JavaScript.
• Knowledge of markup languages like HTML and XML.
• Familiarity with stylesheet languages like CSS.
• Understanding of web development tools and techniques like .NET and AJAX.
• Experience in cloud computing.
• Ability to bring existing skills and experience to improve any business problem.
• Comfortable working in a team environment and able to take responsibility individually.
• Prior experience overseeing and understanding a variety of technologies.

Job Requirements - Work Experience:

Information Technology

Job Requirements - Education:

Diploma / Certification:
Information Technology

Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that's created when our people from different backgrounds, identities, cultures, and experiences share their unique perspectives. Diversity is key to our success and inclusion is everyone's responsibility.