Technical Analyst (Auxiliary)

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

The Technical Analyst works under the direction of a Manager in the area of service and project delivery to enhance and maintain the customer’s desktop infrastructure, affecting services provided to all government ministries and agencies.  The incumbent supports project and service delivery in a distributed IT infrastructure support system, including centrally located service desks and support staff, as well as distributed support staff and contractors deployed to client ministry sites throughout the province.
 

If you have a hands-on approach, are committed to providing service excellence, and are looking for a rewarding and challenging career opportunity where you can be part of an exciting operation, we would like to hear from you!

Position Title: Technical Analyst
Pay Range: 21

Department: Technology Engineering Services
Bi-weekly Salary: $3126.29 to $3577.37

Bi-weekly Work Schedule: 75 hours

Location: Regional (remote), must reside in BC

Job Type: Auxiliary (Temporary)

Term: 6-month term

Please complete the following mandatory pre-screening questionnaire Mandatory Pre-Screening Questionnaire: Technical Analyst (office.com) along with your application.

What we offer:

• Alternative Work Arrangement options (which could include work from home, earned days off, temporarily or permanently reduced hours)

• Ongoing training and professional development opportunities

• Health & wellness programs – lunchtime seminars, community activities and a comprehensive Employee & Family Assistance Program

• Seasonal events and socials

• A robust awards/recognition program

• A friendly work environment where your team is always willing to help

• A leadership team that actually cares about you and wants you to love your job

Accountabilities

• Reviews and analyzes customer service requests and conducts technical and procedural analysis on the less complex requests.  Recommends (to senior staff) appropriate technical and/or procedural solutions to meet client needs.

• Receives and resolves, (or assists in the resolution of), assigned Level 2 and 3 tickets forwarded from other service delivery units. 

• Analyzes problem trends and recommends problem resolution procedures.  Works with other service delivery units in resolving problems.

• Conducts testing of application deployments to ensure quality assurance of end-product.  Reviews, tests, and conducts quality assurance on imaging changes. 

• Provides client maintenance by ensuring SMS functionality on all desk-tops so that the organization can quickly and cost-effectively provide relevant software and updates to clients.

• Participates in the development and documentation of systems standards, configuration standards.

• Drafts Technical Information Bulletins for service delivery units and service partners.  Provides information sessions as required.

• Researches technical information and hardware/software capabilities to recommend improvements.

• Coordinates knowledge creation and updates including knowledge structure and tools.  Develops and evolves knowledge structure and develops and maintains knowledge templates to gather client and project information.  Publishes knowledge on appropriate knowledge base.  Determines level of communications required for the knowledge update and ensures knowledge is disseminated to appropriate staff.

• Monitors various system metrics and checklists, generates and/or analyzes various reports including statistical reports related to SLA's, project requests, and operational performance reports.

• Conducts problem and trend analysis and makes recommendations to improve operations. 

• Conducts assessments to determine if negotiated baselines have been met, not met, or exceeded.  Undertakes analysis to determine factors that may have affected the performance and the impacts this performance has had on service levels.

Who You Are

Position Requirements: 

Education and Experience 

• Related degree or an equivalent combination of relevant experience, education and/or training.  

Technical experience analyzing and resolving complex problems in the following areas:  

• Windows 7 or later Operating Systems  

• Microsoft Office 2010 or later  

• Active Directory Group Policy Objects  

• Microsoft Azure Active Directory

• Microsoft InTune

• Microsoft Systems Center Configuration Manager (MSCCM) or later client and software distributions. An equivalent product would be acceptable  

Skills and Abilities 

We are looking for: 

• An excellent communicator who is able to prepare, edit, and proof-read a variety technical Materials and connect with their audience, both orally and in writing, by providing clear information at the appropriate level and responding accordingly to on-the-spot questions without pre-scripted responses while maintaining credibility and integrity. 

• A kind individual who knows the importance of listening and deals effectively with demanding and sometimes frustrated individuals or groups at various levels, remaining focused on outcomes, and responding appropriately in order to clarify or resolve issues. 

• A proactive individual who organizes and manages fluctuating workload effectively, efficiently and independently in a variety of operational settings, achieving results within the assigned time frames. 

• A focused individual who analyzes technical issues systematically, pays attention to detail, identifies options, draws logical conclusions and develops appropriate courses of action using innovation, creativity, good judgement and strategic thinking. 

• A resourceful individual who applies information technology to find effective solutions to business problems. It includes using fundamental software applications, keeping abreast of changes and integrating technology into the workplace.  

Additional information for applicants:

In order to be considered for this position, please visit https://www.ismcanada.com/careers to submit an application. In addition, please complete the following mandatory pre-screening questionnaire Mandatory Pre-Screening Questionnaire: Technical Analyst (office.com).

Please make sure you provide detailed information as ISM cannot make assumptions about your qualifications. 

Your application must clearly demonstrate how you meet the education and experience as outlined in the Position Requirements section above. 

The work for this position can be performed remotely; however, the successful candidate must reside in the Province of British Columbia, due to union certification requirements.

An eligibility list might be created.

Being You

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations.  At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

Get Referred!

If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.