Business Systems Analyst, Service Desk

Information Services Vernon, BC


Description

Business Systems Analyst, Service Desk

Role Description

The Business Systems Analyst (BSA), ensures that Kal Tire’s IS Service Desk operates efficiently and effectively. This is accomplished through automation of Service Desk processes, reporting, and project management with a goal of building and evolving team member self-service capabilities. In addition, the BSA position supports and expands the Service Desk knowledge base and other IT Service Management business systems and toolkits.

As part of Service Desk operations, the BSA, represents the Service Desk on the IS Change Advisory Board, participate in the operational handover of new systems and technology to the Service Desk and steps in to help out during major incidents or times of high call volumes.

Responsibilities

  • Seek out opportunities to automate or streamline Service Desk tasks and business processes.
  • Creates scripts to simplify Service Desk tasks.
  • Identify and build team member self-service capabilities that improve team member service and reduce Service Desk workload.
  • Using the kal tire ITSM tool Ivanti Service Manger (ISM) creates workflows for self service and automation.
  • Work with the Manager, IS Service Delivery to formulate requirements and business cases for Service Desk improvement initiatives.
  • Administer and support the IT Service Management business systems and toolkit on behalf of the IS Department.
  • Build, continually maintain, and promote the use of the Service Desk knowledge base.
  • Represent the Service Desk on the IS CAB during project operational handovers.
  • Manages or participates in projects and ensures that the Service Desk requirements are fulfilled.
  • Authors meaningful reports using Microsoft Power BI, for data analysis in support of departmental service management KPIs.
  • Step into the Service Desk queue during times of high volume, or short staff.
  • Establish and maintain close working relationships with vendors, service providers, other IS teams and stakeholders of the Service Desk.
Key Performance Indicators
  • Application performance and reliability.
  • Quality and effectiveness of operational support.
  • Quality and timeliness of documentation.
  • Achieving project milestones, timelines, and deliverables.
Work Experience
  • Minimum 3 years’ systems / applications experience in an enterprise environment
  • Experience in a customer service-related position
  • Experience with ITIL-based systems, processes, and tools
  • Experience creating complicated excel worksheets and reports
  • Experience with scripting tools such as PowerShell
Education and Certification
  • Post-secondary graduate with a degree, diploma or certificate in computer science or equivalent combination of education, training and experience.
Special Requirements
  • Ability to participate in on-call after hours support rotation.
  • Evening and occasional weekend work may be required.
About Kal Tire
Kal Tire is the largest independently owned tire dealer in Canada with over 250 locations. Our business philosophy centers on exceeding our customers’ expectations and relies on our entrepreneurial team members to provide exceptional customer service.