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Senior Analyst, User Enablement

Job ID:
Job Type:
Full Time
Toronto, Ontario, Canada
Job Category:
Information Technology
Closing Date:
January 20, 2019

Why join us?

We are looking for a highly motivated Senior Analyst, User Enablement to join our Information Technology team in Toronto. In this role, you will be a thought leader, directly contributing to set the enterprise standards for our end user productivity suite, user devices, virtual computing and virtual collaboration.

You will be responsible to ensure proper operation of the enterprise computing environment across the organization and as required, provide 3rd level support in relation to all computing and mobile devices and associated enterprise technologies.

You will work with the various technical teams and clients across the enterprise acting as a senior escalation point to resolve issues. Daily activities may include receiving, prioritizing, documenting, and actively resolving end user requests. Problem resolution may involve the use of diagnostic and help request tracking tools. When required, in-person, hands-on support is delivered.

As a member of this team, you will be responsible for:

• Providing Level 3 and 4 Support when requested
• Providing executive level support as required
• Acting as an escalation point for advanced or difficult support requests
• Building rapport with clients
• Escalating problems (when required) to the appropriate owner (internal or external).
• Recording and tracking using the ITSM tool, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Leading the creation and maintenance of IT knowledge resources for level 1 and 2 resources.
• Performing hands-on fixes at the device level, when required, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Working to set and ensure that our IT standards align with the enterprise’s security and compliance needs
• Performing preventative maintenance on end user devices as well as assigned servers.
• Testing fixes to ensure problem has been adequately resolved.
• Performing post-resolution follow ups with users as required and record actions taken against the ITSM ticket.
• Administration of our mobile device management standards
• Creating/maintaining Active Directory Group Policies for a consistent end user experience
• Writing scripts that perform system tasks and change configurations.
• Maintaining software-testing environment for new security patches, Windows updates, etc.
• Performing hands-on technical upgrades and deployments
• Leading the enterprise OS image and maintenance initiatives
• Maintaining/improving application deployment technique and tools such as SCCM 2012
• Ensuring that any new software integration into company systems meets stability requirement and communicate test progress, test results, and other relevant information to project stakeholders and management.
• Collaborating with analysts, designers, and system owners in the testing of new software programs and applications
• Performing PoC, advise management with summary and findings in a timely manner
• Establishing and building relationships with 3rd party vendors and/or consultants
• Gathering detailed requirements for projects when necessary

To succeed in this role, you:

• College Diploma or University Degree in Computer Science, Business or equivalent
• Minimum of 3 to 5 years experience as a Deskside Support Analyst
• Certified ITIL V.3. Foundation is an asset/experience in an ITIL-based service environment
• MCSE an asset
• Microsoft Intune or other EMM solution experience is a must have
• Advanced knowledge of Azure AD along with GP, scripting & access permissions, WINS, DNS, Sites and services. Forest trust relationship, DHCP, backup and restore process/procedures
• Knowledge of SCCM including packaging and scripting application install across the enterprise
• Windows 10 image experience – Auto pilot a benefit
• Excellent knowledge of Windows OS (XP, Win7, Win10, Server 2008/12)
• Excellent knowledge of Mac OS (High Sierra and Mojave)
• Experience with MS Server Update Services (WSUS)
• In-Depth knowledge of Application Virtualization, Enterprise BitLocker Management, OS deploy & desktop migration
• Applied Microsoft Exchange management – end user level (not server) support
• Experience migrating the enterprise to O365 and Windows 10
• Experience with Azure multi-factor authentication
• Excellent knowledge of scripting, PowerShell v3

Our story:

OMERS (Ontario Municipal Employees Retirement System) is the defined benefit pension plan for approximately 470,000 active, deferred and retired employees from nearly 1,000 municipalities, school boards, libraries, police and fire departments, and other local agencies in communities across Ontario.

The benefits and services we provide are funded by equal contributions from active members and their employers, and the investment earnings of our Fund. Our $85.2 billion of net assets are invested in a diversified global portfolio of public investments, private equity, infrastructure and real estate. We have OMERS employees in Toronto and other major cities across North America, the U.K., Europe and Australia. We work towards our vision to make OMERS a leading model for defined benefit pension plan sustainability. Our core mission is to deliver secure and sustainable pensions to our members.

OMERS is committed to having a workforce that reflects the communities in which we live and work. Diversity and Inclusion at OMERS means we respect and value the broadest range of experiences, geographies, gender, ethnicities and perspectives as key elements of our culture. We are an equal opportunity employer committed to a barrier-free recruitment and selection process. If contacted for an employment opportunity, please advise if you require accommodation. #LI-POST

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