IT Service Management Analyst

Full-time Ontario Cannabis Store
  • Post Date : February 19, 2021
  • Apply Before : March 5, 2021
  • View(s) 18
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Job Description

About Us

The Ontario Cannabis Store provides safe, responsible access to recreational cannabis for adults 19 and older. We operate the sole legal online store for recreational cannabis in Ontario and we are the provincial wholesaler of cannabis for private retail stores.


Working at the OCS is a unique opportunity to be part of an agile start-up in a ground-breaking new industry.  We’re a diverse team passionate about delivering a great customer experience, working together with mutual respect and building value out of our differences.  We’re an inclusive organization that understands that delivering great results comes out of ensuring every voice is heard.

About the Role

We are looking for a IT Service Management Analyst to join our IT team. The IT IT Service Management Analyst is responsible for supporting OCS business system, day-to-day IT activities and projects. The IT Service Management Analyst will ensure that all end user service requests are completed. As IT Service Management Analyst, you will use your excellent customer service skills coupled with technical skillset to support the incident management process by taking ServiceNow tickets and driving them to resolution or escalating as needed.

About your Day

  • Manage and monitor incidents/requests reported by business stakeholders to ensure timely resolution from vendors and internal support team
  • Provide Level I service management (systems and applications) support
  • Troubleshoot incidents that come through the IT ServiceNow
  • Troubleshoot Application issues and escalate if needed
  • Identify and escalate priority incidents to next level support and/or 3rd party vendors
  • Administer and maintain user accounts, permissions and access rights (e.g. Active Directory)
  • Create and document Standard Operating Procedures (SOPs) and Business Requirement Documents (BRDs)
  • Manage high level incidents ensuring processes are followed and ensure that Root Cause Analysis (RCA) is provided
  • Responsible for ServiceNow modules
  • Oversee cloud and license management
  • Manage OCS mobile devices and contracts
  • Actively participate in meetings with stakeholders and vendors,
  • Manage and present weekly to the Change Advisory Board
  • Identify and improve continuous process improvements
  • Scheduled off hours support

About You:

  • Post-Secondary education in computer science, IT, or related field of study OR equivalent combination of education and experience
  • 2+ years of experience with providing Level 1 support in IT systems and applications
  • ServiceNow administrative certification is a strong asset
  • Advanced proficiency in Microsoft Office including Word, Excel, PowerPoint, MS Flow, SharePoint, MS Visio, and SharePoint
  • Experience with creating Standard Operating Procedures (SOPs) and reports/dashboards from a variety of data sources
  • Good understanding of the Software Development Lifecyle (SDLC)
  • Excellent interpersonal and communication skills (written and verbal) with strong attention to detail
  • Strong problem solving and organizational skills to maintain daily customer incident logs, escalation processes, and SLA reporting
  • Excellent customer service skills

About the Job

City: Toronto, ON

Employment Type: Full-time, permanent

Required Travel: Yes, within the GTA

Application Deadline: March 5, 2021

We are committed to providing an accessible, equitable and inclusive candidate and employee experience. We provide reasonable accommodation throughout the recruitment process and in employment. If you require an accommodation please let us know, we will work with you to meet your needs.

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