Service Operations Analyst Iii (Remote)

CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions–including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients’ transformative business initiatives. For more information, please visit www.cbts.com.

Job Purpose

The Services Operations Analyst III is a customer service and technical support role that involves aiding clients and end-users who are experiencing issues with their IT systems. This position requires bilingualism, knowing both English and French. The Services Operations Analyst III is responsible for working in our ITSM system, responding to contacts, troubleshooting technical issues, serving as a secondary communication focal point during critical outages and/or issues after hours or on weekends, and escalating to the appropriate teams for resolution when required. Additionally, they are involved in monitoring IT systems and identifying potential issues before they become major problems.

Service Operations Analyst III is a Team Lead by function, working directly with the Service Operations Manager to ensure team accuracy and compliance with SLA and/or process. They manage the 24/7/365 shift schedule and work out any coverages required. There is some minor after-hours On Call requirements.

Services Operations Analyst III is a critical role that involves assisting the team to provide high-quality customer service and technical support to clients including monitoring and maintaining IT systems to ensure their smooth operation, as well as guiding and mentoring. Many people in this role will have the opportunity to transition into specialized engineering or leadership roles if interested.

Essential Functions

• Escalation to appropriate team members or leadership as necessary
• Direct point of contact for client; must be professional and well-spoken.
• Monitoring IT systems and identifying potential issues before they manifest
• Serve as a secondary communication focal point during critical outages and/or issues after hours or on weekends.
• Provide guidance and direction to team.
• Excellent communication and interpersonal skills
• Must be willing to partake in continuing education / professional development to stay current with industry trends and best practices
• Assist in knowledge transfer and training for new hires.
• Identify, plan, and implement improvements in all processes as needed.
• Serve as a 2IC (2nd in Command) to the Service Operations Manager, including as an escalation point for the team.
• Team Performance Management
• Supporting Financial Budget
• Bilingual – English and French – Mandatory Requirement

Education

Two years of College or Technical School resulting in an Associate’s Degree or equivalent

Certifications, Accreditations, Licenses

Professional certifications, such as ITIL, CompTIA A+, and/or CompTIA Network+ are highly desirable

Relevant Work Experience

5 to 7 years in related field

Special Knowledge, Skills And Abilities

• Experience in customer service and technical support
• Broad understanding of IT systems
• Experience leading and/or mentoring a team in a technical, customer-service-focused role.
• Ability to identify and troubleshoot a wide range of technical issues
• Experience working in a service desk or NOC environment
• Knowledge of industry best practices and standards for IT service delivery, such as ITIL considered an asset
• Strong communication and interpersonal skills, including the ability to effectively communicate with clients and team members
• Excellent problem-solving and decision-making skills, with the ability to handle complex issues and escalate them as needed
• Experience with monitoring and maintaining IT systems including network performance and identifying potential issues
• A proven track record of providing high-quality customer service and technical support to clients

Supervisory Responsibility

This position does not have employee direct reports but does serve as a “lead” role for others doing similar work

Work Environment

• Work in an environment where calls are monitored and/or recorded.
• Work in an environment that is protected by Live and Recorded camera feeds.
• Must be able to work on-site within NB
• Must be able to travel 0 — 20% within Province
• Must be able to work shifts including nights / weekends / Holidays
• Must be able to lift up to 50 pounds (“Team Lift” for 50+ lbs)
• Must be able to move safely over uneven terrain or in confined spaces
• Must be able to work outside in extreme weather for short periods of time
• Must be able to wear personal protective gear as required
• Limited ability to work remotely (0-10%)