Technical Analyst - Edmonton

Our Edmonton office has an opening for a Technical Analyst to join our IT Operations Team.

The Technical Analyst is the single point of contact for Fielders needing technical support. Reporting to the Manager, PMO, this position requires a person who is passionate about customer service and wants to understand both the problem people are having and the impact. By understanding what the issue is, the Technical Analyst is responsible for either directly solving it or triaging the work to the right team while providing the information needed to help get it fixed. To do this effectively, the Technical Analyst needs to understand the interrelatedness of Field Law’s technical portfolio and the services they provide.

Duties + Responsibilities

• Provide quality customer support (via call, chat, or email) for IT-related issues or requests.
• Perform diagnostics, troubleshooting, and resolution activities for incidents or requests.
• Develop expert-level knowledge in all firm-standard software, including new products and product upgrades, as well as related policies, procedures, and best practices.
• Clearly communicating complex information to technical and non-technical stakeholders.
• Identifies areas of opportunity for improvement and/or automation.
• Assigns issues that cannot be resolved to the 2 nd and 3 rd level support teams, providing them with the required context and details.
• Leverage our internal knowledge base to work through tickets.
• Updating knowledge base where required.
• Identify and escalate urgent/high-priority incidents as required.
• Contribute to the delivery of high-priority projects.
• Participate in professional organizations and attend conferences and/or seminars to keep abreast of technologies and trends.
• Monitor personal ticket queues and take appropriate action.
• Influence and support change at individual and organizational levels with respect to capacity, readiness, resilience, engagement, analysis, and evaluation of initiatives.

Qualifications + Skills

• Related post-secondary degree or diploma in Computer Science or Information Technology.
• ITIL certification is considered an asset.
• A strong passion for continuous process improvement, customer support, and technology.
• The ability to work in a highly collaborative, transparent, and team-focused environment.
• Strong analytical skills to understand, document, and communicate complex processes.
• A solid understanding of technology and how it can be used for automation, collaboration, and improvements.

Working Conditions

• Normal weekday office hours.
• Hybrid working environment (3 days minimum in the Edmonton office).
• Ability to be on call for one out of every 7 weeks.
• Ability to work in a fast-paced and dynamic work environment.