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SASCU

Technical Operations Analyst

Salmon Arm, BC, Canada

Full-time

Apply About employer

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Job details

Job type: Full-time
Apply by: Dec 2, 2026
Experience: 4–5 years of experience in IT service coordination, vendor support, or IT operations.
Posting language: English
Posted: Nov 2, 2026

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)

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.

What You’ll Bring (qualifications)

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.

We invest in our employees by offering (rewards and benefits):

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.

This is a full-time, Monday to Friday position.

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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

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

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