IT Operations Analyst

Job Description: 

COMPANY

MS Group, EZ Group, TracxTMS, and GuestVision are part of a growing portfolio of software companies focused on delivering durable, business critical SaaS solutions to the markets they serve.

As part of Jonas Software and Constellation Software Inc. (TSX: CSU), our businesses operate under a “software for life” philosophy. This long term approach focuses on building lasting partnerships with our customers, supporting mission critical operations, and continuously improving the systems our customers rely on every day.

The Shared IT Services function supports multiple companies across the group by providing consistent, secure, and reliable IT operations. This includes employee technology, identity management, device provisioning, support operations, endpoint monitoring, SaaS access, compliance support, and standardized onboarding and offboarding processes.

HOW WE WORK

We operate with ownership, accountability, and a practical bias for action. Shared IT Services exists to make sure employees have the technology, access, devices, and support they need to do their jobs effectively.

This role works across multiple companies, systems, departments, and stakeholders. The environment requires strong organization, clear communication, attention to detail, and the ability to manage repeatable processes without losing sight of individual employee needs.

We value reliable execution, clean documentation, responsive support, and practical security. The right person for this role will be comfortable working independently, following defined processes, improving those processes over time, and supporting both technical and non-technical users.

WHAT YOU’LL DO

We are seeking an IT Operations Analyst to support Shared IT Services across MS Group, EZ Group, TracxTMS, and GuestVision.

In this role, you will help manage the day to day IT operations that support employees across multiple businesses. You will be responsible for identity and access management, IT support tickets, device ordering and provisioning, asset inventory, SaaS inventory, MFA administration, endpoint monitoring, patching, password management, Microsoft 365 licensing, PCI scan coordination, and IT evidence support for compliance audits.

You will also help establish and execute standardized onboarding and offboarding playbooks in partnership with company directors and department leaders. These playbooks will ensure that new hires receive the correct hardware, access, applications, licenses, and setup before their first day, while offboarding processes ensure timely access removal, device recovery, and license cleanup.

Your responsibilities will include:

• Manage user accounts, groups, and access across Microsoft Active Directory, Microsoft Entra ID, Google Workspace, Microsoft 365, and other core business systems
• Administer MFA setup, enforcement, troubleshooting, reset requests, and access exceptions across supported systems
• Manage incoming IT support requests through a dedicated Zendesk account
• Triage, prioritize, resolve, document, and escalate support tickets related to access, devices, applications, licensing, MFA, onboarding, offboarding, and general IT support needs
• Coordinate ordering, provisioning, shipment, recovery, repair, replacement, and reassignment of company IT devices
• Support the standardization of computer purchasing through a single preferred provider such as SHI, CDW, or another approved vendor
• Maintain an accurate asset inventory across supported companies, including assigned user, company, device type, serial number, purchase date, warranty status, location, lifecycle status, and recovery status
• Own and maintain the SaaS inventory across supported companies, including application owners, assigned users, license types, renewal dates, provisioning steps, and role based access requirements
• Work with company directors and department leaders to define onboarding and offboarding playbooks by company, department, and role
• Execute onboarding playbooks for new hires, including employee name, address, company, role, manager, desired computer tier, required applications, required licenses, required access groups, and day one setup requirements
• Execute offboarding playbooks, including access removal, password vault removal, MFA removal, license cleanup, device recovery, secure wipe, and documentation of completion
• Manage password management tools such as LastPass, including users, groups, shared folders, access policies, and offboarding cleanup
• Manage NinjaOne monitoring across supported companies, including endpoint health, patch status, agent status, system alerts, and compliance reporting
• Support patch management for operating systems and approved third-party applications
• Coordinate remediation for devices that are missing patches, offline, unhealthy, noncompliant, or missing required agents
• Assist in defining and maintaining security standards for employee devices, including disk encryption, screen lock policies, local admin restrictions, approved software, required monitoring agents, MFA, and patching expectations
• Manage Microsoft 365 licensing across supported companies, including license assignment, removal, optimization, and usage review
• Coordinate with vendors for device quotes, procurement, order tracking, warranty support, repairs, renewals, escalations, and invoice validation
• Ensure PCI scans are completed on schedule and coordinate with responsible teams on remediation follow up
• Assist with PCI and SOC 2 audits by collecting and organizing IT evidence related to user access, onboarding, offboarding, asset inventory, endpoint monitoring, patching, MFA, password management, license management, and access reviews
• Maintain clear documentation for IT processes, playbooks, system access, vendor contacts, device standards, SaaS inventory, and support procedures

WHO YOU ARE

You are a hands-on IT operations professional who enjoys keeping systems organized, users supported, and processes running cleanly.

You are comfortable working across multiple companies and systems. You understand that shared services requires consistency, but also enough flexibility to support different business needs.

You are detail oriented and process minded. You know that onboarding, offboarding, access management, asset inventory, and license tracking only work when the details are accurate.

You are comfortable supporting non-technical users, but you also understand the importance of security, compliance, documentation, and operational discipline.

You do not need constant direction to move work forward. You can manage tickets, follow up with vendors, coordinate with department leaders, document processes, and identify gaps before they become larger issues.

• Proven experience in IT operations, help desk support, systems administration, endpoint administration, or a similar role
• Strong working knowledge of Microsoft 365, Microsoft Entra ID, Active Directory, Google Workspace, MFA, and user lifecycle management
• Experience managing IT support tickets through Zendesk or a similar ticketing platform
• Experience provisioning laptops, supporting remote employees, managing endpoint tools, and coordinating hardware purchasing
• Experience maintaining IT asset inventory and device lifecycle records
• Experience managing SaaS access, software licensing, application inventories, and user provisioning processes
• Familiarity with password management tools such as LastPass
• Familiarity with endpoint monitoring and patch management tools such as NinjaOne
• Working knowledge of PCI, SOC 2, or similar compliance frameworks
• Ability to document repeatable processes, playbooks, support procedures, and operational standards
• Strong communication skills with both technical and non-technical users
• Strong attention to detail and follow through
• Ability to work across multiple companies, stakeholders, priorities, and systems

HOW YOU’LL DO IT

• Manage IT operations with consistency, accuracy, and urgency
• Provide responsive, high quality support to end users
• Collaborate with company directors and department leaders to align IT services with business needs
• Build and maintain clear playbooks for repeatable IT processes
• Keep asset inventory, SaaS inventory, licensing, and access records accurate
• Support security and compliance requirements through disciplined execution and documentation
• Communicate clearly, especially when priorities, ownership, or requirements are unclear
• Identify process gaps and recommend practical improvements
• Balance speed, security, and user experience

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More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.