Operations Analyst - Information Technologies

Role overview

Technical support and service delivery

• Provide accurate technical advice and support to clients.
• Troubleshoot IT and facility technologies at supported data centre locations and resolve issues or involve other IT staff.
• Follow standard procedures and IT policies; maintain current knowledge of technologies, procedures, and processes.
• Demonstrate advanced knowledge of unit procedures, equipment, and service dependencies, and develop subject-matter expertise.
• Keep managers, team leads, and colleagues informed about service events, projects, activities, and progress.

Training, documentation, and teamwork

• Train and mentor junior staff and contribute to their training program documentation.
• Prepare reports, diaries, records, and logs; document service events clearly and accurately.
• Develop or update service documentation and IT service metrics within specified standards and timelines.
• Identify, document, and escalate process-improvement opportunities.
• Collaborate with IT colleagues, clients, and other departments to resolve technical issues and facilitate workflow.
• Maintain a clean and tidy work and facility environment according to unit procedures.

Schedule and work environment

• The role supports a 24/7 operation and requires rotating shift work.
• Emergency on-call or call-out may be necessary.
• The work involves high volumes, frequent interruptions, complex problem-solving, stress, ambiguity, and shifting priorities.

Role expectations

• Communicate clearly in writing and orally, understand instructions, and demonstrate active listening.
• Work collaboratively and respectfully with internal and external contacts in a changing, high-volume environment.
• Work regular assigned shifts and report on time.
• Align work with University strategy, ethics, values, and professional standards.