Job Description

In this role, you will ensure the proper operation of all End User Computing technologies. This includes receiving, prioritizing, documenting and actively resolving end-user incidents and requests and escalating incidents appropriately to maintain Service Level Agreements (SLAs). The IT Service Desk Analyst will provide remote and in-person support when required. Resolution of incidents will involve the use of diagnostic tools and IT Service Management (ITSM) tracking tools. You will be a key member of an engaged, high-reaching team--part of a world-class, winning culture that prioritizes people development and provides exceptional customer and employee experience.

Operational Management

• Provides end-to-end technology support including computer, applications, network and storage, root-cause analysis etc.
• Leads/Conducts incident recovery and detailed root case analysis
• Conducts independent analysis and assessment to resolve strategic issues
• Develops an understanding of organizational interactions and complexity to engage with the appropriate matrix areas.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions are taken, through to the final resolution
• Develops or helps to develop the knowledge assets required for the operation
• Manage outages; proactive communication and problem management through to resolution. Tracking of Post Mortems, bug fixes, enhancements etc.
• Supports deployment activities, managing implementation issues to resolution.
• Works independently on a range of complex tasks, which may include unique situations.

Requirements

• Post-secondary degree or diploma in computer science or computer-related studies
• Certified in ITIL foundations
• 5 years of support in a Service Now the environment
• 5 years of work experience supporting Microsoft (Windows 10) and macOS desktops/laptops
• 5 years of work experience with PowerShell scripting
• Have experienced support Office 365 and SharePoint
• Active Directory administration with knowledge and experience in group policy objects
• Have used ServiceNow or any equivalent Service Desk/Contact Centre ticketing system
• Have experience supporting virtual collaboration solutions (Cisco WebEx, Microsoft Teams)
• Understand network topology and can diagnose base-level network issues
• Embrace collaborative sharing of knowledge within a teamwork environment
• Be available to work rotating schedules if needed, which may include evenings, weekends, and holidays

Nice to Have:

• Experience supporting Capital Market
• Experience supporting front-to-back Trading Systems and Trading Desks
• Experience Supporting AV systems and collaboration workspaces

Our story:

Founded in 1962, OMERS is one of Canada's largest defined benefit pension plans, with $121 billion in net assets as at December 31, 2021. OMERS is a jointly-sponsored pension plan, with 1,000 participating employers ranging from large cities to local agencies, and over half a million active, deferred and retired members. OMERS members include union and non-union employees of municipalities, school boards, local boards, transit systems, electrical utilities, emergency services and children's aid societies across Ontario. Contributions to the Plan are funded equally by members and employers. OMERS teams work in Toronto, London, New York, Amsterdam, Luxembourg, Singapore, Sydney and other major cities across North America and Europe - serving members and employers and originating and managing a diversified portfolio of high-quality investments in public markets, private equity, infrastructure and real estate.

OMERS is committed to having a workforce that reflects the communities in which we live and work. We are an equal opportunity employer committed to a barrier-free recruitment and selection process. At OMERS inclusion and diversity means belonging. How we create a sense of belonging is through our employees and our vast network of Employee Resource Groups. Whether you are passionate about gender, pride, or visible minorities, we have groups that are focused on making a difference in all of our lives.

Vaccination Policy

At OMERS and Oxford the office or worksite is our primary place of work. We are committed to providing work environments which promote the health, safety and well-being of all employees in accordance with public health regulation and guidance. Accordingly, employees are required to provide evidence of full vaccination or have an approved exemption.