Senior IT Analyst, Systems

Posting Details

Job Category

IT

Position Type

Full-Time

Career Level

Mid-Senior

STEM Sector

Technology


Job Description

How to Apply

Application Deadline: 27/06/2022

Who we are:

Ivey Business School acknowledges and respects the traditional lands of the Anishinaabek, Haudenosaunee, Lūnaapéewak, and Attawandaron peoples, where Western University and Ivey Business School are located. This land continues to be home to diverse Indigenous peoples, whom we recognize as contemporary stewards of the land and vital contributors of the community.

Ivey Business School (www.ivey.ca) at Western University (www.uwo.ca) is Canada’s leading provider of real-world, case-based business education. Drawing on extensive research and business experience, Ivey’s faculty provides the best classroom experience, equipping students with the knowledge, skills, and capabilities they need to confidently take on today’s leadership challenges and opportunities through Case-Method Learning. Ivey offers undergraduate and graduate degree programs, as well as Executive Education at campuses in London, Toronto, and Hong Kong.

Who you are:

You’re a driven IT professional whose technical know-how and advanced troubleshooting abilities play an integral role in ensuring Faculty, Staff and Students have the means and the support to use Ivey’s network computing facilities successfully. You’re skilled at evaluating and advising on non-routine hardware and software issues, always looking to tackle new challenges and projects. You’re eager to expand on your experience and interest in systems administration and implementation by supporting the Systems Administrator on tasks and projects. You are client focused and highly collaborative, which allows you to quickly build rapport with stakeholders across the Ivey community.

What you’ll do:

Technical support

Provide tier one and two support for Help Desk, including tracking, troubleshooting and resolving advanced computing incidents triaged by IT Analysts.
Follow-up with IT Analysts on escalated issues to help facilitate knowledge transfer, providing coaching or feedback where required.
Provide expert advice and troubleshooting on tier two issues that require detailed analysis, coordinating and driving resolution with SAC and CTS peers and other IT staff members, as appropriate.
Provide professional customer service, responding to requests as quickly and efficiently as possible while keeping stakeholders informed during the incident management process.
Engage 3rd party vendors in the process of incident management when necessary.
Provide tier one support as required based on volume of tickets received to the Help Desk.
Maintain and track Ivey computer inventory ensuring software and operating system patch levels are current.
Systems Administration

Support and act as back up to the Systems Administrator for routine tasks, working within Ivey’s servers, storage, backup and networking environments.
Maintain the security of active directory accounts, permissions, and access to network resources.
Apply knowledge of Microsoft Server products, VMWare, storage hardware, networking and backup/restore systems and processes.
Support the Systems Administrator with patching servers and deploying new servers as necessary.
Project Management

Execute assigned projects in consultation with the Director, including coordination of tasks, stakeholder/SME engagement, solution testing, and documentation and training creation.
Determine necessary technologies, configurations, and parameters when developing solutions for IT Services projects.
Proactively seek ways to improve team and stakeholder experience through judicious and creative use of technology.
Participate in external working groups, conferences, and forums in order to increase knowledge of related technologies and industries.
Documentation

Create and update documentation and knowledge base resources as needed to reflect troubleshooting steps and resolution to novel and complex issues..
Contribute to the growing IT knowledgebase by proactively creating and updating documentation, web resources, social media, and other documentation resources.
What you have:

Education & Experience

University Degree or College Diploma in related field with 3-4 years of relevant experience.
A+ IT Technician Certification, MCSE/MCP or Apple Certification is an asset.
Experience working independently, demonstrating strong organizational and planning skills with the ability to manage multiple responsibilities simultaneously in a fast-paced environment.
Familiarity with Salesforce, Learning Management Systems and Higher Ed specific software as asset.
Skills & Abilities

High degree of interpersonal skills and ability to effectively communicate advice or solutions, both written and verbal.
Collaborative, with a proven ability to work in a team environment.
Proven customer service skills and the ability to work in a professional manner with various stakeholders; able to fully anticipate customer issues and understand varying viewpoints.
Advanced troubleshooting abilities with strong research and investigative skills.
Strong desire to proactively identify solutions and/or opportunities for improvement.
Working knowledge of Microsoft Server products, VMWare, storage hardware and backup/restore systems and processes.
Advanced knowledge of major operating systems, networking concepts, mobile devices, and related computing technologies.
Hours will vary (including evenings and weekends).
Occasional travel may be required.

Location:

London, Ontario

Position Type

Full time (35-hours/week) 3-year renewable contract.

Benefits

Ivey Business School offers a comprehensive group benefits package that includes health, dental, an employee assistance program, and travel assistance. Ivey employees also have access to a Group RSP program with a generous employer contribution.

Hiring Range

Based on the salary band for this role, candidates can expect to be offered a starting salary in the range of $57,900 – $72,300. When determining salary, Ivey Business School considers the market, candidate experience, as well as internal equity. Once in the role, successful candidates will have the opportunity to progress through the range and beyond the hiring range of the band, through annual increases. The maximum salary for this band is approximately 20% higher than the top end of the hiring range.

Application

If you are excited about the opportunity to work for Canada’s most prestigious business school, working alongside the brightest staff, students, and globally recognized faculty, tell us why by submitting your resume and cover letter via the Ivey Careers page today.

Application will close June 8, 2022 at 11:59PM.

Covid-19

Effective September 7, 2021, all employees and visitors to campus are required to comply with Western’s COVID-19 Vaccination Policy.

Equity, Diversity, and Inclusion at Ivey

Ivey Business School is committed to Equity, Diversity, and Inclusion. Please explore Ivey’s EDI homepage for more information on Ivey’s commitment to EDI, to read about Ivey’s progress in the EDI Update, and to meet Ivey’s EDI Advisory Council members.

Ivey Business School invites applications from all qualified individuals. Ivey is committed to employment equity and diversity in the workplace, and welcomes applications from women, members of racialized groups/visible minorities, Indigenous persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.

Accommodation
Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Please contact us at [email protected] to notify us of any needs related to completing the job application, and/or throughout the recruitment process.