WilsonHCG

Work Location: onsite

Position Type: Contract, 12 Months ( higher potential for an extension)

Location: Mississauga, ON

Compensation Range: 39$/hr to 45$/hr(negotiable)

Our multinational retail client is seeking an Information Technology Business Analyst I ( Team Lead) for the team.

The Business Analyst, Site Support – SSC provides support for client Canada’s various front and backend systems, particularly related to Laptops, Desktops, inventory management, and associated IT infrastructure (wifi, networking, servers). This position is focused being the onsite escalation contact for the SSC support team providing hands-on problem resolution to complex issues and leading the team’s various globally distributed support teams during issue resolution.

While this role contributes to every stage of SSC support, the key engagement area is on managing and ensuring all aspects of the workstation desktops, laptops, audio visual systems, mobile devices, peripherals are stable and a good fit. When issues are encountered, he/she is responsible for managing stakeholder concerns, influencing business, product, and engineering decisions and vendor management. Additionally, the Business Analyst, Site Support – SSC acts as a mentor for members of the SSC support team and leads various support initiatives that impact the overall business.

Responsibilities:

• Possess subject matter expertise in supporting the following systems and users:
• Front-end support
• Laptops, PCs and accessories
• Mobile phones
• Technologies in auditoriums
• Technologies in meeting rooms
• VIPs (CLT) and EAs (Executive Assistants) 
• SSC associates in multiple divisions
• Multi-use handheld devices
• Backend support
• Network systems (routers, switches & Wi-Fi)
• Servers
• PCs &Thin Clients
• Printers
• I lead the investigation of critical (P1 and P2) production incidences related to the client’s SSC domain and ensure timely resolution to minimize the impact on the site and customer experience. This includes coordinating and managing war rooms to drive focus on system restoration.
• Provide support for requests raised by the business, engineering, and product management teams to investigate and analyze production incidents. Facilitate root cause analysis to prevent the recurrence of issues.
• 4Drive technical discussions with various support and engineering teams to ensure timely and effective knowledge sharing, issue resolution, and root cause analysis. Demonstrate critical thinking when prioritizing the resolution of production issues, especially when dealing with various support counterparts such as:
• Front support
• Service Desk Team – virtual spark bar
• Physical spark bar at SSC
• Backend support
• Wired and Wireless network teams
• Server and VMWare teams
• Digital Client teams – PCs, thin clients, printers
• Mobility team
• AV support team
• Finance and Treasury teams
• Omni and eCommerce teams
• ADE support teams in the US
• Act as the local/onsite issue escalation contact for the various stakeholders and perform under pressure. After-office hour support and on-call rotation are required when dealing with critical issues after regular business hours.
• Stakeholders include:
• Front and backend support
• Store Operations
• Field Management 
• Central Operations
• Accounting and Finance Operations
• Merchandise and Replenishment Operations
• Tech Product Management
• Project Management
• Infrastructure and Operations Support teams
• DevOps teams
• Omni and eCommerce Operations
• Marketing Operations
• Provide effective written/oral communication to various audiences (leadership/executive, business, product, engineering, peers, etc.) when providing status updates on an issue
• Execute and lead various projects as demanded by businesses about IT support (e.g., key sales events, YBM, GQC, support satisfaction surveys and action plans, new stores go-live, etc.) 
• Mentor junior members of the SSC Support team and provide guidance in the improvement of support processes, implementation of various support framework documents and other activities.
• 9After hour support and on-call rotation required when dealing with critical issues after regular business hours.

Qualifications:

• Minimum College Certificate or Diploma required
• Minimum 6-8 years of relevant hands-on experience with production support and software development in a high-availability environment
• Strong knowledge and experience with networking - Cisco router/switches, LAN/WAN/WIFI infrastructures.
• Strong knowledge and experience with Server-Client support - Desktop, Thin Client, Remote Desktop, Windows10/11, Win2016, MS SQL, Linux, Ubuntu, and VMWare.
• Software troubleshooting - MS Backoffice suite, mobile applications, Client and Cloud applications, etc.
• Hardware troubleshooting – Laptops, desktops, tablets, mobiles, MacBooks, printers, thin clients, Servers, network printers, etc.
•  Understanding of ITIL and incident/problem/change management and experience working in an Agile environment.
• Advanced and proven working knowledge on Service Now, JIRA, Confluence, AirWatch, SAP, Box and Slack
• Strong analytical and problem-solving skills and a natural ability to solve complex issues. High attention to detail and strong ability to learn new technologies.
• Able to understand, map and make improvements to end-to-end processes
• Strong communication skills, written and oral, strong presentation, leadership, facilitation, and workshop management skills to diverse types of audiences (e.g., senior management, management, vendors, and technical staff)
• Ability to negotiate with service providers & vendors and understand and manage within a contractual relationship.

All interested applicants who meet the qualifications listed above are invited to submit a resume by clicking "Apply Now".