Senior Operations Analyst

Our Client is looking engage an Operations Analyst in the Client Support department.

These engagements will be effective July, 2025 to December 31, 2025

 Candidates must meet the following critical requirements to be considered for this role:

1. Availability to be on-sight during all shifts
   


2. Flexibility in working a variety of onsite shifts, within a 7 day / 24 hour operation
   


3. Have and maintain a valid Manitoba Class 5 Drivers License and access to a vehicle
   

 Location and Hours:

• Multiple locations
  


• 24/7 shift work, which involves 10 hour shifts, with 4 days on & 3 days off (shift times will vary)
  

Required Experience and Skills:

• Role is required to be on-sight during all shifts (this is not a ‘work-from-home’ engagement)
  


• Flexibility in working a variety of shifts within a 7 day / 24 hour operation
  


• Have and maintain a valid Manitoba Class 5 Drivers License and access to a vehicle
  


• Knowledgeable and solid background with the Information Technology Infrastructure Library (ITIL) process methods
  


• Completion of a recognized degree or diploma program in an IT related discipline, or an equivalent combination of education, certification and experience
  


• Coursework and/or industry certifications are an asset  eg:  A+, Network+, Linux+, RHCE, MCTS, MCITP, CCNA, OCA
  


• Previous Operations Analyst or technical support role
  


• Minimum five (5) years of customer service experience
  


• Demonstrate technical competency at monitoring and providing Tier II support level
  


• Familiarity with the various technologies and troubleshooting techniques
  


• Strong written and verbal communication skills, customer service skills, troubleshooting skills, analytical, and organizational skills
  


• Excellent attention to detail with an ability to multitask
  


• Self-starter, fast-learner and a great team player
  


• LGCA (Liquor Gaming Cannabis Authority) license is considered an asset
  


• ITIL certification is considered an asset
  


• Technical competency at monitoring and providing Tier II support level is an asset
  

Responsibilities:

• Responsible for providing technical and non-technical operational support to Client end users
  


• Using prescribed Information Technology Infrastructure Library (ITIL) process methods, this position leads in providing operational support and user management, and provides support defined by all lower level Tier positions
  


• Recover services/systems in a timely manner, and document all actions in the support database
  


• Escalate incidents for Tier III support promptly to appropriate ITS staff, based on impact, urgency and prescribed priorities and resolution times
  


• Assist with communication of site failures and outages. Monitor systems/services for errors, capacity issues and potential failures
  


• Research technical and non-technical problems, and resolve in a timely manner
  

• Create and modify procedures as required

• Install hardware, operating system, and application software
  


• Coordinate all voice and data cabling as required
  


• Install, configure, patch and troubleshoot desktops and peripherals including printers, scanners, POS equipment, and etc.
  


• Lead in providing operations support and user management
  


• Provide Tier 1 support when required
  


• Perform Start of Day and End of Day procedures on all revenue-generating systems
  


• Take a lead role in the ongoing evolution of support procedures in collaboration with the other IT support groups
  


• Escalate all problems to appropriate ITS staff
  


• Modify and delete accounts for all assigned systems
  


• Manage new administration accounts for all assigned systems
  


• Conduct ERP administration including batch job scheduling, application security, and object promotion
  


• Work as a project resource for projects / initiatives
  


• Encourage a climate that supports diversity
  


• Performs other duties as assigned
  

 Additional Requirements:

• Must have Windows based computer with standard Windows applications
  


• Must possess own communication device