Information Technology - Toronto

*12 Month contract, will extend based on performance
The Problem Analyst is responsible for investigating and identifying production problems and coordinating and tracking activities required to resolve the problems affecting Wireless including the client’s integrated systems and applications.
The individual will report to the Senior Manager, IT Operations and will work closely with the service desk and second-level and third-level support teams to ensure that the delivery of IT services meets or exceeds the agreed-upon levels of service.
The position will involve coordination and cooperation with other IT and business personnel to identify problems and resolve.
The really important stuff…
1. Identify, analyze, and resolve problems within Wireless including integrated systems and applications, escalating to second-level and third-level support as required.
2. Identify root causes, trends, and potential sources of problems and provide short-term, work-around solutions.
3. Document activities and provide updates as part of the problem management process.
4. Continually work to improve management processes, practices, and tools.
5. Work alongside Mobility team to integrate a common problem management approach.
The ‘Must Haves’…
Experience and knowledge as follows:
• Experience supporting applications in a Java/J2EE, Oracle and Linux environment
• Demonstrated experience troubleshooting integrated enterprise systems and applications
• Knowledge of IT Development, QA, and Operations organizations and procedures
• Familiar with HP OpenView Operations and Service Desk or other similar management tools
• Experience with the client’s IT application implementations (e.g. DW, PeopleSoft CRM) an asset
IT Industry
• Experience working in an IT Service Management organization (ITIL environment experience)
General skills
• Excellent communication, writing and planning skills required.
• Ability to work independently with minimal supervision
• Excellent problem-solving and analysis skills
What else are we looking for from you…?
Experience and knowledge as follows:
• Experience in an IT operations environment in the telecommunications industry
• Experience with ITIL incident and problem management processes and tools
• Knowledge of mobile telecommunications industry and systems
Working Relationships:
Most Frequent Contacts
Service Desk – Purpose: Identification of problems, coordination of support activities
Second-level Application and Infrastructure Support – Purpose: Receive support in the problem analysis and resolution activities
Third-level Application Support – Purpose: Receive support in the problem analysis and resolution activities

If interested, please send resume to:

Position Type Contract
Application Deadline September 8, 2017
Experience Required 3 years
Job Duration 1 year
Education Required Bachelors