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Support Analyst

https://www.randstad.com Logo

Randstad

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Location:
Canada, Vancouver

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

52.58 - 59.16 CAD / Hour
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Job Description:

Are you an experienced Support Analyst in search of your next contract opportunity? Our high-profile client is seeking to hire a Support Analyst to join their talented team on a 6-month contract with a strong probability of extension. Apply for this amazing opportunity if this sounds like a good fit for you!

Job Responsibility:

  • Perform governance tasks for Incident and Problem Management, including trend analysis, post-implementation reviews (PIR), and supporting Root Cause Analysis efforts
  • Manage and participate in the Major Incident Management process, ensuring effective governance and communication with stakeholders
  • Deliver post-incident reports, summarizing key details of major incidents
  • Enhance operational workflows through process improvements, automation, and continuous review of incident management tools
  • Analyze incident and problem data to identify trends and root causes, recommending proactive measures
  • Collaborate with technology teams to uphold standards and improve incident response processes
  • Partner with internal teams to improve the Configuration Management Database in support of Incident and Problem Management processes
  • Initiate and drive projects to solve business problems, even in high-ambiguity situations
  • Provide training and guidance on best practices and protocols in incident and problem management.

Requirements:

  • Degree in Computer Science, or a related field or an equivalent combination of experience and post-secondary education
  • Information Technology Infrastructure Library (ITIL) Version 4 Foundation Certification or greater
  • Minimum of 3 years’ experience in an ITIL process lead role
  • Must be able to work occasional weekends and evenings for regular Major Incident Management reviews
  • Experience in managing and administering ServiceNow and PagerDuty as incident management tools
  • Adaptable, flexible, and a self-starter who can be agile and prioritize their workload effectively
  • Excellent communication skills - both written and oral
  • Proven ability to excel in a highly collaborative environment
  • Passionate about cross-functional engagement, enrollment, and alignment
  • Demonstrated capacity to manage multiple priorities, work under high pressure and deliver high quality product while adhering to tight timelines
  • A team player that truly believes they are successful when the organization is successful.
What we offer:
  • Highly competitive market hourly rates
  • A 6 month contract with a strong probability of extension
  • Remote interview process

Additional Information:

Job Posted:
April 10, 2025

Expiration:
May 26, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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