System Analyst – Level 1 Canada

Job no: 504867

Work type: Full time
Location: Mississauga, Ontario

System Analyst – Level 1

At Michael Hill, we've shared our vision locally and globally for over 35 years with operations in Canada, Australia, New Zealand and the USA.  Employing over 2800 people, we remain a profitable, internationally expanding, market-leading jewellery retailer with approximately 300 stores in 4 countries, 2 brands, and an operating revenue of over $500 million AUD. 

We currently have an exciting opportunity for a Level 1 System Analyst to join our Mississauga based Canadian Support Centre. This is primarily a phone support role, offering support to IT operations in Canada and the United States. Reporting to the DevOps team leader, this role promotes a knowledge sharing culture within the IT Operations team with an expectation of achieving the projected information technology and systems related targets for customer service and operational excellence.

In this hands-on role, your primary responsibilities will be to:

• Investigate assigned Level 1 and triage to level 2 jobs in the Service Desk tracking system
• SLA Management and information quality management to ensure high levels of relevant information and tagging exists in all jobs
• Ensure 360-degree communication with customers on ageing jobs is maintained by the teams
• Ensure quality updates to customer jobs written in a language clearly understood by the customer
• Review trends and provide escalations to fellow leaders within IT to identify opportunities within the IT Portfolio (Software and Hardware) – Recommendations are communicated with thorough evidence of research and analysis
• Consistent adherence to department vendor related processes from escalations to hardware and software procurement 
• Assist where necessary in vendor sourcing, reviews, RFP’s
• Accurate accounting of software assets, license and contract management processes
• Accurate review of invoices and participation in budgeting processes

Essential to your success with us:

• IT or related tertiary education
• Resourceful – demonstrated problem management capability
• Vendor management skills
• Stakeholder or client/customer management skills
• Process improvement experience
• Some project experience, understanding the basics of Project Management and relevance of project outcomes
• Outstanding communication and presentation skills
• Bilingual (English/French) strongly preferred

What we have to offer:

• A competitive salary package and benefits
• Opportunities for future career growth with an expanding organisation
• A collaborative team environment
• Flat organisation structure with accountability
• Exposure to retail environments across four countries

Advertised: 07 Dec 2017 AUS Eastern Daylight Time
Application close: 31 Dec 2017 AUS Eastern Daylight Time