Highlights of the job
We are hiring a full-time, permanent Process Analyst, IT Operations position working out of Edmonton, AB.
The Process Analyst is responsible for overseeing the operational support processes for the IS Service Desk and Desktop Services. This role involves collaborating with internal stakeholders and external vendors to implement process improvements, streamline and enhance the ITSM tool and its delivery, and manage and implement business user requests.
This position may be eligible for EPCOR's hybrid work program.
What you’d be responsible for
Ensuring the delivery of optimal results against appropriate performance metrics including Service Level Agreement compliance, client satisfaction, ticket response targets, resolution targets and service quality
Performing process analytics of functional requirements to identify information, procedure, decision and data flow
Providing Subject Matter Expertise to internal customers for Service Desk and Request Management system
Maintaining and implementing best practice for the ITSM application including Request Management library, Service Desk & Desktop processes and procedures
Participate in infrastructure operational service requests, asset management, incident management, request management, and change management
Identifying areas of improvement (CSI) through trend analysis, business requirements and client feedback for new and existing processes
Facilitating functional working groups
Responsible for facilitating with internal teams and vendors regarding ITSM configuration, asset information and Request Management items. This includes identifying problem areas, capturing business requirements, implementing enhancements in ITSM, conducting post implementation testing and oversee any production release/changes to ITSM platform
Developing documentation and communication materials in support of transition to operations, knowledge base material and support workflows
Ability to work cross-functionally with multiple stakeholders and build strong working relationships
Provide and assist in backfill for team members in IT operations
What’s required to be successful
Degree or diploma in Computer Science or Business (majoring in Management Information Systems/Operations Management) is required
ServiceNow Certified System Administrator (CSA)
ServiceNow Catalog Builder
ITIL Foundation certificate
4-6 years’ experience in Information Services, specializing in an Infrastructure Operations environment and process improvement
Demonstrated expertise in IT Service Management (ITSM) with process design, optimization and maintenance experience with ServiceNow
Proficient user in MS Office, specifically Excel (Pivot tables, VBA, Macros and complex formulas) performing data modeling, validation and analysis
Proficient in process improvement methodologies (ie. Six Sigma, LEAN, TQM etc.)
Strong problem solving and analytical skills; ability to produce end-to-end view of processes
Excellent documentation and process improvement skills
Effective communication and customer service skills
Ability to work cross-functionally with multiple stakeholders and build strong working relationships
Ability to apply analytical skills and a disciplined approach to continuous improvement
Ability to prioritize own workload while remaining flexible and adaptable
Other important facts about this job
Jurisdiction: CSU52
Class: IT2
Wage: Starting at $53.05 per hour (Final Wage and Step will be determined at the time of selection and are subject to change based on ratification of the new collective agreement.)
Hours of work: 75 hours biweekly, Monday to Friday
Application deadline: May 19, 2025
Internal Applicants please ensure that you are using your “@epcor.com” email address.
Learn more about Working at EPCOR!
Follow us on LinkedIn, Twitter, Glassdoor or Facebook!
LI-TA9
Please note the following information:
A requirement of working for EPCOR is that you are at least 18 years of age, successfully attained a high school diploma (GED, or equivalent level of secondary education) and legally entitled to work in Canada. (A copy of a valid work permit may be required.)
If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required. Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.
A technical/practical assessment may be administered during the selection process and this exercise will be used as a part of the selection criterion.
To meet the physical demands required of some positions, candidates must be in good physical condition and willing to work in all weather conditions. Clearance on pre-placement medical and drug and alcohol testing may be required.
