Job Description

Position Title: Senior IT Analyst, Technical IT & News Support (T & I) (Telework/Hybrid)Status of Employment: PermanentPosition Language Requirement: EnglishLanguage Skills: English (Reading), English (Speaking), English (Writing)Work at CBC/Radio-CanadaAt CBC/Radio-Canada, we create content that informs, entertains and connects Canadians on multiple platforms. Our successes and accomplishments are driven by embodying and upholding values, which include creativity, integrity, inclusiveness and relevance.Do you think you have the ability and drive to keep up with this exciting, ever-changing industry? Whether it be in front of the camera, on air, online or behind the scenes, you would be joining a team that thrives on making connections and telling stories that are important to Canadians.Unposting Date: 2024-12-12 11:59 PMBehind the scenes, but ahead of the curve: help us develop the next-generation public broadcaster.Created in 2015 to align, lighten and modernize infrastructure, the Technology & Infrastructure (T & I) team is the backbone and the future forward arm of CBC/Radio-Canada. We are the people that make stuff work. We make connections; between media content, systems, people and places. We are the space in between.A place with purpose. CBC/Radio-Canada has always been a highly regarded pioneer of media technology. Not just in Canada, but around the world. Today, wexe2x80x99re transforming ourselves from conventional radio and television broadcaster into a modern digital media company. Technology is the driving force and we are the team making it happen.This is a hybrid role with a mix of in-office and remote work. Work arrangements will be discussed with hiring managers per departmental guidelines.Your roleReporting to the Senior Manager, Business Relations - Expertise Centre, the Senior IT Analyst - Technical IT & News Support, will be responsible for analyzing and understanding various issues related to Radio-Canada's digital environment, news support and Genprod team. You will work with technical support teams on 2nd level issues for the News Team on digital focused initiatives. You will also work closely with leadership to project manage logistics for multiple large company wide initiatives.You will have to actively contribute to coordinate and support major high profile initiatives including Olympics, Elections, PC Refresh, E250 and ServiceNow Hardware Asset Management (HAM). The role will lean into your detail oriented nature along with your strong documentation skills to help transition existing knowledge bases to ServiceNow. The very necessary work towards creating knowledge bases will involve interactions with other areas of the business.On the team, you will find passionate people, challenges and responsibilities that will contribute to your personal and professional development. This role is newly created in order to re-align technical support initiatives within T&I. Join us to be part of this transformation of streamlining support offerings.Your mandate:

• Participate by means of planning of projects that require your expertise; coordinate certain operational projects and special events, as well as working directly with support teams in digital and news.
• Establish and document solutions and standards specific to the project in order to support technical staff and super users.
• Oversee procedures related to upgrades of equipment, systems, applications and software.
• Solve advanced technical problems (strong computer/technical knowledge).
• Analyze, evaluate and recommend technological solutions using complex data to support business decisions.
• Optimize and implement new work methodology (workflow).
• Contribute to advising management in the development of strategic plans.
• Coordinate ongoing projects and oversee financial budgets while supporting management and other assigned duties.

Your responsibilities:

• Know and understand ServiceNow hardware asset management for PC refresh initiative.
• Oversee proper use of ticketing system in ServiceNow and establish new documentation workflows where needed.
• Coordinate and communicate planned outages impacting technology, news and digital in Toronto.
• Participate in or lead after action reviews.
• Documenting and communicating learnings to stakeholders.
• Contact and coordinate the necessary resources to resolve issues (network, infrastructure, developer, advertising, audio/video) and follow up as necessary.
• Document to build on an existing database of issues and knowledge workarounds supporting digital, news and technology teams.
• Understand and document the relevant back-end systems, processes and workflows to enhance first level support teamxe2x80x99s knowledge.
• Oversee creation and maintenance of first level support documents to ensure relevance and standardization
• Document and communicate relevant production and technology workflow changes to first level teams
• Develop and recommend tools for problem analysis.
• Regularly track and interpret available monitoring tools to anticipate possible problems.
• Communicate with resource people to resolve issues and follow up.
• Facilitate communication between support teams.
• Be proactive during special events, planning site launches and going live with the necessary business requirements to fulfill business needs as required.
• Train support staff and expert users on new workflows as technology evolves and project requirements change.
• Document all changes, optimizations or modifications in working methods.

We are looking for a candidate with the following profile:

• College or university diploma in computer science or equivalent experience
• Minimum of five (5) years of experience in an IT support team
• Working with proven and expert knowledge of Excel and Google sheets
• Technological mastery of Microsoft, Apple and Google environments
• Knowledge of other environments such as Linux and Unix (an asset)
• Technological mastery of mobile devices and their operating systems
• Knowledge of technology governance, auditing and security (an asset)
• Expert in installation, deployment and configuration of microcomputers, their physical elements, various operating systems as well as security software
• Advanced knowledge in troubleshooting software issues in Microsoft and Apple environments as well as mobile device applications
• Strong skills in diagnosing and analyzing technological problems
• Extensive knowledge of technology infrastructure (web and non-web)
• Ability to learn, having a curiosity and willingness to acquire and develop other skills and to adapt quickly
• Critical thinking (questioning and recommending new ideas and solutions)
• Flexibility, initiative and ability to focus on the problem at hand
• Excellent interpersonal skills and great team spirit
• Excellent oral and written communication skills and ability to popularize
• Bilingualism, an asset

Candidates may be subject to skills and knowledge testing.We thank all applicants for their interest, but only candidates selected for an interview will be contacted.CBC/Radio-Canada is committed to being a leader in reflecting our countryxe2x80x99s diversity. Thatxe2x80x99s because we can only create and tell the stories that connect Canadians, by having a workforce that mirrors the ever-changing makeup of our country. Thatxe2x80x99s why we, as an employer, value equal opportunity and nurture an inclusive workplace where our individual differences are not only recognized and valued, but also extend to and pervade all the services we provide as Canadaxe2x80x99s public broadcaster. For more information, visit the of our website. If you have accommodation needs at this stage of the recruitment process, please inform us as soon as possible by sending an e-mail to .You are invited to consult and familiarize yourself with our Code of Conduct, which can be found on our . All employees must adhere to the Code as a condition of employment. We also invite you to take a look at our policy on . In the event that you become an employee, it will be important to inform us, as quickly as possible, of any situation that, because of your hiring, constitutes or could appear to constitute a conflict of interest.Primary Location: Broadcast Centre 205 Wellington St. W., Toronto, Ontario, M5V 3G7Number of Openings: 1Work Schedule: Full time

CBC/Radio-Canada