Reporting to the Director, IT Operations & Vendor Management, the IT Operations Specialist will work very closely with IT Leadership and third party vendors to identify areas of continuous improvement in IT Service Management model to ensure quality, efficiency, productivity and agility goals of the department and the organization are achieved.
The IT Operations Specialist Role is responsible for providing effective and efficient operational support of all third-party and internally managed IT infrastructure and applications used to support business processes across the enterprise. As an experienced and knowledgeable technician and IT support generalist, the IT Operations Specialist will receive incident and request escalations from Tier 1 Support Desk Analysts for ultimate issue resolution, documentation and knowledge transfer to Tier 1 (where required).
Essential Duties and responsibilities
Provide exceptional technical support to internal and external customers
Operate in a tiered support model as Tier 2 Technical Support. Receive handoffs from Tier 1, escalate to Tier 3 where required.
Work with Tier 3 to receive information and create documentation to prevent reoccurrences of Tier 3 escalations.
Work with Tier 1 to provide information, knowledge transfer and documentation
Support and Maintain IT applications; investigate and resolve IT application-related incidents. Identify when an application problem is related to potential business process. Escalate and handoff to business partner where applicable.
Identify issues and debug application code, as appropriate; produce organized and informative system documentation, including application & infrastructure configuration based on findings and changes
Liaise with and manage relationships of third party vendors and managed service providers to ensure IT Applications and Infrastructure related incidents and problems are resolved in a timely and professional manner. Such as, JDE CNC Support, iSeries Monitoring/Management, EDI Day-to-Day support, SOC/NOC operations, etc.
Manage and provide input to vendor score cards to ensure expectations are being met.
Recommend new vendor relationships for emerging technologies based upon IT strategy, overall direction, and operational requirements/efficiencies.
Evaluate and recommend products/applications/solutions that solve for commonly recurring issues or to gain efficiencies.
Administer Service Management system, ensure all system functions are operating as designed
Use data analytics to identify and reduce repeat issues/requests through self-service, user education or system simplification.
Install and configure PCs, network connections and management of application software
Support all aspects of end-user workstations, printing, scanning, RF Devices (Warehouse), and other needs for frontline Production and Manufacturing.
Receive project implementation hand off from IT Design and Delivery team to IT Operations Team
Travel to other key High Liner Locations as required
Participate in rotational after hours on-call
After hours work required as part of regular recurring maintenance windows or break/fix routines.
Address IT operational finance requirements such as: Review/code invoices, review budget, provide IT overall budget and efficiency input to Senior Manager.
Participates in a business-oriented culture and mindset driven by understanding the High Liner business and our internal customer’s needs and continual service improvement techniques.
Participates in IT change management practice and works within IT and the business to ensure good coordination of IT changes without impacting business processes or technology availability.
Undergraduate degree or college diploma in IT related fields
2 – 5 Years IT support experience required, preferably in a CPG organization
Experience with Oracle JDE would be an asset
Exceptional technical acumen and troubleshooting skills, across a wide application, vendor and technical landscape
Superior analytical skills with strong problem solving skills
Demonstrated initiative, with strong attention to detail
Good oral and written communication skills
Self-starter who works well with people at all levels of the organization
Ability to learn on the fly in a fast paced, dynamic environment
High Liner Foods would like to thank all applicants for their interest. Only those candidates selected for the interview process will be contacted. High Liner Foods is an Equal Opportunity Employer.