Service Desk Analyst

Our Calgary based client has an immediate need for a Service Desk Analyst to join their team for a six-month contract opportunity.

Job Responsibilities/Description:

  • The Service Desk Analyst delivers excellent customer service and technical support through professional, comprehensive, and timely communication for all incidents and requests. The successful candidate will also provide occasional support in the Access and Provisioning area of Service Desk.

           Hardware support includes workstations, laptops, tablets, telephones, mobile                 devices, Audio Visual equipment, printers, scanners and associated                               peripherals. Analysts are also the primary installers and in most cases, the                     support for all COTS and proprietary software.

  • Individual to work on-site at the Calgary Head Office up to eight (8) hours during business hours – 7:00 am – 5:00 pm.  After hours and weekend support during extended hours will be required on rotation Mon – Fri 5.00 pm – 9.00 pm, Sat & Sun 12.00 pm – 4 pm.
  • Provide first level support at Service Desk for all service requests (hardware and software) and incidents at the AER. Candidate will adhere to Service Desk Support practices where defined and/or documented.
  • Respond to phone calls, emails, walk ups and other administrative tasks within the expected turnaround times.
  • Work time to be recorded into the time reporting system.
  • All service requests and incidents will be captured and updated through the Information Systems ticketing system HEAT.

Skills – REQUIRED:

Required:

  • Proven customer service skills and communication skills, both written and verbal.
  • Excellent trouble shooting skills.
  • Previous Service Desk experience.
  • Previous Access and Provisioning experience.

Skills – RECOMMENDED:

  • Experience supporting enterprise skype – definite asset
  • Mobile device support (Blackberry Enterprise server, iPhone, and iPad devices)
  • Windows 7 & 10 (AER’s enterprise locked down configuration)
  • Desktop/laptop IMAC activity
  • Application Installation, both through SCCM and manual installations
  • Active Directory
  • Knowledge of exchange server

Other skills deemed necessary for team or project compatibility:

  • Experience updating and maintaining a knowledge base

Education/Certification Requirements

  • Minimum: 2+ years of IT Service Desk experience, computer technology diploma in a relevant field or related experience. Preferred: post-secondary degree in computer science, 5+ years of Service Desk experience with a current Help Desk Institute certification.

Looking for Meaningful Work? We can help!

If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com  

We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.

EWEMI

ECM Developer

Our Calgary based energy client has an immediate need for an Open Text Content Server Developer.  This would be a five (5) month contract scheduled to begin in September 2019 and run through February 2020.

Project Description:

Temporary, dedicated ECM technical resource to work to deliver full-time support to IMB in the implementation of enterprise non-regulatory content in ECM. Also, to build ECM capabilities to enable meeting legislated information management requirements and information governance policy requirements.

Project Deliverables:

  1. Content Server Records Management Capability:  declaration of official & transitory records, content elevation from DRAFT to FINAL, including permission, finalization/declaration, and disposition management of records. Content review & approval including content review & input (comment, feedback).
  2. Content ingestion into ECM & Maintenance: User centric approach to ingesting records created and captured outside the ECM with appropriate metadata. Update and maintenance of key metadata attribute values, by users and IM team. Use categorizations to enhance RM classifications
  3. Content Search: Enterprise Search templates, program and collections based search leveraging enterprise data (SQL Server based central database) and ECM metadata for search of ECM content. Enterprise search of records (Regulatory, Non-regulatory) – metadata based.
  4. CS16 Solution Architecture: Solution architecture design for CS16 environment leveraging ECM functionalities & capabilities that delivers user value and IM governance.

Job Responsibilities/Description:      

Senior ECM Developer to provide development and functional expertise designing and developing solutions for ECM (Open Text Content Server), as well as providing advice, guidance, consultation, and support for the development of an ECM solution platform roadmap, strategy, and approach that will help ensure the successful delivery of user centric business solutions that foster efficient on-boarding of business units/processes to the ECM.

Key Deliverables

1.         Declaration of Official & Transitory Records (Regulatory and Non-Regulatory)

2.         Official Records Disposition Management

3.         Content review & approval including content review & input (comment, feedback)

4.         Ingestion of records from outside of ECM as Official/Transitory Record and working files.

5.         Metadata Maintenance: Update and maintenance of key attribute values

6.         Search: Enterprise Search templates, program and collections based search leveraging enterprise data and ECM metadata for search ECM content. Enterprise search of records (Regulatory, Non-regulatory) – metadata based

 

Required Skills           

•           10+ years of overall solution development work experience.

•           Knowledge of software development standards and best practice approaches.

•           Ability to troubleshoot and debug in assigned technology.

•           Ability to learn and apply new technologies quickly.

•           Good understanding of the overall ECM processes and concepts (Capture, Manage, Store, Preserve, Deliver).

OpenText

•           5+ years of experience working on OpenText Content Server (10.5/16) and other related OpenText products.

•           5+ years of experience working with OpenText Records Management.

•           Comprehensive understanding of ECM OpenText modules, platform architecture, and products.

•           Experience working with other OpenText products Records Management, Enterprise Connect, Smart UI is preferred.

•           Experience working with Workflows, CS Widgets, Workspaces, Connected Workspaces, Web Reports, Web Forms, Templates, Smart UI and Records Management in Livelink/Content Server.

•           Experience conducting fit gap review and analysis with a view to documenting the optimum solution architecture leveraging OpenText ECM capabilities.

Desired

•           Experience working with Office 365 (onPrem and cloud) integrations with OpenText.

•           Experience with other ECM solutions such as Confluence, SharePoint, and others.

Other skills deemed necessary

•           Person that is Pro-active

•           Using their expertise to voice constructive opinions in solution development

•           Demonstrated analytical and creative problem-solving skills with the ability to utilize data to recommend solutions and drive strategic business decisions.

•           Experience modeling complex business processes and translating them into understandable IT constructs, along with demonstrated ability to relate user stories/requirements to technology implementation.

•           Experience and/or knowledge of function-based classification systems: Category/Attribute development and use of categorization to enhance classification.

•           Communication skills

•           Understanding of Agile methodologies (Scrum, Kanban, XP, or Lean)

•           Setting Sprint goals and managing team/self-capacity to meet deliverables

•           Working with Sprint iterations and backlog grooming

•           Working in teams and understanding the roles of each person on the project team

•           Managing expectations

•           Managing multiple concurrent tasks in an environment of changing deadlines, priorities and requirements

•           Participating in sprint review or retrospective meetings

What is the one or two key essential skills that will make this person succeed?

•           High task and time management

•           Solution design and development skills with Open Text Content Server

•           OpenText Content Server 10.5 / 16 Records Management solution design & implementations.

If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com  

We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.

EWEMI

Cloud Business Analyst

Our Calgary based energy client has an immediate need for a Cloud Business Analyst (BA) to help understand our client’s business context, processes, practices, and requirements gathering to help chose and implement a cloud solution. This may entail interviewing, facilitating working sessions, and having follow up sessions with both business and IT stakeholders within the organization. The BA will work with Cloud Architects and rest of Cloud team to define and design an appropriate cloud strategy and solution. This is contract position scheduled to run for five months duration.

Responsibilities:

The BA will be responsible for:

  • Qualitative discovery of workloads/apps; define and guide data collection
  • Analysis of apps from determining cloud value and technical feasibility
  • Research and impact analysis of cloud solutions
  • Development of business case and roadmap definition.
  • Conduct interviews and sessions to gather business requirements
  • Define business architecture app in terms of micro services using domain driven design and other methods like UML modeling
  • Identify and define desired future state from a vision level down to specific features and user stories
  • Use and lead Behavior Driven Design (BDD) to develop business requirements, behavioral spec and acceptance tests
  • Develop user stories spec for development
  • And by default will do some of the QA- esp functional and UAT testing
  • At least 5 years of experience as a business process analyst or a business systems analyst (conducting business/enterprise analysis to understand business context, objectives, drivers, processes, and needs)
  • Agile experience
  • Advanced knowledge of and ability to perform analyses such as, GAP analysis, process mapping, root-cause analysis, risk analysis and requirements gathering
  • Has a technical background or experience as a developer, tester, IT business analyst, an architect, or technical/software sales engineer specifically around BDD, portal development and API development
  • Have working understanding and knowledge of cloud (IaaS, PaaS, SaaS); experience in defining, designing and implementing cloud solutions preferred
  • BS, BA undergraduate degree, preferably with a computer type degree (MIS, Computer Science, Computer Engineering)
  • Excellent communication – verbal, written, and presentation skills; adept at communicating and managing stakeholders at all level
  • Excellent organizational skill and ability to juggle multiple demands without missing deadlines
  • Strong teambuilding skills and teamwork orientation
  • Strong creative problem-solving skills

If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com

We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted. 

EWEMI