Technical Operations Analyst
- Salmon Arm, BC, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Experience
- 4–5 years of experience in IT service coordination, vendor support, or IT operations.
- Posting language
- English
- Posted
Original job description
Brief Description
The Technical Operations Analyst ensures the effective day-to-day delivery of technology services by coordinating operational activities of the Managed Services Providers. The role monitors service performance and provides internal visibility into vendor-delivered services. The Analyst also supports incident escalation, contributes to service review and governance processes, and helps drive continuous improvement in service quality and user experience.
What You’ll Do (key Responsibilities)
The Technical Operations Analyst ensures the effective day-to-day delivery of technology services by coordinating operational activities of the Managed Services Providers. The role monitors service performance and provides internal visibility into vendor-delivered services. The Analyst also supports incident escalation, contributes to service review and governance processes, and helps drive continuous improvement in service quality and user experience.
What You’ll Do (key Responsibilities)
- Ensure seamless day-to-day operational performance by acting as the primary liaison between SASCU and the MSPs.
- Monitors service desk performance and adherence to Service Level Agreements (SLAs) and escalation protocols to ensure service consistency and accountability from service partners.
- Tracks and analyzes service delivery metrics and trends to identify performance gaps and recommend actionable improvements that contribute to increased user satisfaction.
- Prepares and supports service review meetings by providing clear insights, analysis, and recommendations.
- Maintains documentation related to service delivery, performance reports, and operational workflows to support reliable decision-making and audit readiness.
- Collaborates with internal teams to ensure service alignment with business needs, supporting smooth operations and a positive user experience.
- Supports the onboarding and integration of new vendor services to ensure transitions are well-coordinated and new services become fully operational with minimal disruption.
- Post-secondary diploma in Information Technology, Business Administration, or a related field.
- 4–5 years of experience in IT service coordination, vendor support, or IT operations.
- Familiarity with Information Technology Infrastructure Library (ITIL) practices and service management tools (e.g., incident, request, and change management systems).
- Experience working with managed service providers or outsourced IT environments is an asset.
- Strong analytical, communication, and problem-solving skills.
- Detail-oriented with strong organizational skills, able to manage multiple priorities and service requests simultaneously.
- Commitment to continuous improvement, actively seeking opportunities to enhance service delivery and user experience.
- Strong customer service mindset, with the ability to build trust and positive relationships across the organization.
- A competitive base salary plus performance-based incentive pay, and a pension plan with SASCU matching all funds.
- Comprehensive group benefits coverage including extended health and dental care, travel insurance, and life insurance, and an Employee and Family Assistance Program.
- Flexible spending account for additional health and personal wellness activities and expenses.
- Flexible work arrangements and paid time off including vacation, medical/care time, personal days, and paid community volunteering.
- Opportunities for career growth, financial assistance for training and development, and rewards and recognition.
- Additional benefits including waived or reduced banking fees and reduced rates on personal loans and mortgages.
More about this job
Responsibilities
Coordinate day-to-day technology service delivery as the primary liaison between the organization and managed service providers, monitoring service desk performance, SLAs, and escalation processes. Analyze service metrics, support reviews and vendor onboarding, maintain operational documentation, and recommend improvements to service quality and user experience.
Requirements
A post-secondary diploma in Information Technology, Business Administration, or a related field and 4–5 years of experience in IT service coordination, vendor support, or IT operations are requested. Candidates should be familiar with ITIL practices and service management tools, with strong analytical, communication, organizational, problem-solving, and customer service skills; managed service provider experience is an asset.
Skills
- IT Service Coordination
- Vendor Management
- IT Operations
- ITIL Practices
- Service Management
- Service Level Agreement Monitoring
- Incident Escalation
- Service Performance Analysis
- Continuous Improvement
- Service Review and Governance
- Documentation
- Analytical Skills
- Communication
- Problem-Solving
- Organization
- Customer Service
Benefits
- Performance-Based Incentive Pay
- Pension Plan With Employer Matching
- Extended Health Insurance
- Dental Insurance
- Travel Insurance
- Life Insurance
- Employee and Family Assistance Program
- Flexible Spending Account
- Flexible Work Arrangements
- Paid Vacation
- Medical and Care Time
- Personal Days
- Paid Community Volunteering
- Career Growth Opportunities
- Training and Development Assistance
- Rewards and Recognition
- Reduced Banking Fees
- Reduced Rates on Personal Loans and Mortgages
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Management & Leadership
- Customer Service & Support
- Data & Analytics
- Finance & Accounting
Keywords
- Managed Services Providers
- IT Service Coordination
- IT Operations
- ITIL
- Service Management Tools
- Incident Management
- Request Management
- Change Management
- Service Desk
- Service Level Agreements
- Escalation Protocols
- Service Delivery Metrics
- Vendor Management
- Service Reviews
- Governance
- Continuous Improvement
- User Experience
- Operational Workflows
- Audit Readiness
- Vendor Onboarding
- Financial Services