IT Product Delivery Operations Senior Analyst

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Job Description

The House of Commons Digital Services and Real Property is currently looking to staff the IT Product Delivery Operations Senior Analyst and IT Product Delivery Operations Principal Analyst positions.

The Digital Workplace Products and Services Division is pivotal in the maintenance and stability of IT product delivery and operations. The team ensures seamless deployment, maintenance, and support of digital products within diverse IT environments. Led by experienced professionals, the team operates at the forefront of technological innovation, providing technical guidance, overseeing deployments, and maintaining collaborative relationships with stakeholders. From investigating incidents to driving proactive changes, the team upholds the supportability, stability, and IT health of our Digital Service and Real Property products and services.

IT Product Delivery Operations Senior Analyst

In this role, you’ll provide technical guidance to our IT Product Delivery Operations Analysts, supporting deployment services for digital products across diverse IT environments. Responsibilities include maintenance, support, provisioning, and other crucial operational tasks for successful product delivery. Key duties involve investigating incidents, troubleshooting, and overseeing complex deployments while maintaining relationships with stakeholders and vendors. Strong planning, organizational, communication, and problem-solving skills are essential, along with proficiency in Data Center, IT Infrastructure, Networking, Collaboration, Digital Workplace, and Cloud Platforms.

IT Product Delivery Operations Principal Analyst

In this role, you will oversee and ensure the operational health of your technical domain, and operationally lead complex/impactful deployments, incident resolutions, and high-visibility activities. You will identify technical debt and lead in the reduction while providing leadership and mentorship to Analysts working in the same domain. You will provide technical expertise to support and facilitate deployment services to digital products in various IT environments. You will provide maintenance, support, provisioning, service request fulfillment, and other operational services required to successfully deliver IT products to users and to ensure their supportability, stability, and IT Health of Digital Services and Real Property products and services. This role leans on your experience as a collaborative people leader, your technical proficiency, and your dedication to optimizing operational efficiency while maintaining the highest standards of quality and reliability.

Digital Services and Real Property IT Operations has a requirement of a 24/7 support model and work activities related to this role may require working irregular hours, overtime, and providing on-call support to meet our operational requirements.

Top Reasons to Join Digital Workplace Products and Services:

Join Digital Workplace Products and Services for innovative work with cutting-edge technology, tackling challenges and driving excellence in IT product delivery operations.

• Training and development opportunities
• Work-life balance /35-hour workweek
• 4 weeks’ vacation (minimum)

Qualifications

Education :

• Post-secondary school degree or diploma in a discipline related to information technology or other related fields OR an acceptable combination of education, training, and relevant experience in technology.

Experience :

IT Product Delivery Operations Senior Analyst

• 1- 3 years of experience in providing technical support, including investigating incidents, troubleshooting, and implementing remediation tasks;
• Experience and ability to recommend, document, and implement proposed resolutions, as well as respond to complex technical escalation questions;
• Experience conducting root cause and trend analysis on resolved incidents to drive proactive changes;
• Previous involvement in ensuring the deployment and provisioning of well-defined and/or complex products, services, updates, patches, and enhancements;
• Familiarity with reviewing and implementing approved service requests in various IT environments, including configuration changes of varying complexity;
• Experience in maintaining collaborative relationships with stakeholders, including clients and vendors, and effectively escalating support issues when necessary;
• Experience performing maintenance and operational tasks of varying complexity, including preparing reports and providing technical guidance to peers and junior team members;
• Experience recommending and implementing improvements to operational tools, processes, and procedures while aligning with policies and guidelines;
• Previous involvement in quality assurance duties, such as testing, developing test cases, and ensuring the quality and stability of IT products and services;
• Experience providing technical guidance and peer review to operational teams, and contributing to the design, implementation, and rollout of enhancements and bug-fixes;
• Proficiency in following, updating, and potentially establishing technical approaches, processes, and procedures using common tools to best serve assigned operational activities.

IT Product Delivery Operations Principal Analyst

• 5+ years of experience providing technical support, overseeing the investigation of incidents, troubleshooting, and implementing remediation tasks;
• Demonstrated experience in leading teams in recommending, documenting, and implementing proposed resolutions, as well as responding to complex technical escalation questions;
• Experience leading root cause and trend analysis on resolved incidents to drive proactive changes and improvements;
• Extensive involvement in ensuring the deployment and provisioning of well-defined and/or complex products, services, updates, patches, and enhancements, with a focus on strategic planning and execution;
• Strong leadership in reviewing and orchestrating the implementation of approved service requests in various IT environments, including configuration changes of varying complexity, while fostering collaboration among teams;
• Proven track record of maintaining collaborative relationships with stakeholders, including clients and vendors, and effectively managing support issues to resolution;
• Leadership in performing and delegating maintenance and operational tasks of varying complexity, including preparing reports and providing mentorship to peers and junior team members;
• Ability to lead and drive improvements in operational tools, processes, and procedures, ensuring alignment with policies and guidelines and fostering a culture of continuous improvement;
• Hands-on leadership in quality assurance duties, such as overseeing testing, developing test cases, and ensuring the highest standards of quality and stability in IT products and services;
• Experience leading technical guidance and peer review sessions, actively contributing to the design, implementation, and rollout of enhancements and bug-fixes, while maintaining oversight of standards and policies;
• Proficiency in leading the establishment and evolution of technical approaches, processes, and procedures, utilizing common tools to optimize operational activities and drive organizational success.

Assets :

• Considerable experience with Microsoft Intune Management;
• A strong understanding of Active Directory and Group Policy;
• Exceptional technical writing skills;
• Strong time management and prioritization skills.

Additional Information

We are committed to creating an inclusive workplace by providing a barrier-free recruitment and selection process. If you have an accommodation request, require material in an accessible format, or need additional support with the application process, please contact Recruitment and Selection Services at HOCCareers-

Each bilingual position is assigned a linguistic profile that identifies the level of second language proficiency for reading comprehension, written expression and oral interaction required. The profile for this position IT Product Delivery Operations Senior Analyst is BBC and the IT Product Delivery Operations Principal Analyst is CBC. Consideration may be given to candidates with other linguistic profiles.

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Annual rates of pay: IT Product Delivery Operations Senior Analyst (ADG-D) $83,912 – $106,175; IT Product Delivery Operations Principal Analyst (ADG-C) $95,700 – $121,088.

Qualified candidates may be considered for future vacancies for this role or for other similar and/or related roles on an indeterminate and/or fixed term basis.

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