Service Operations Analyst Temp (12-month Assignment)

Role Overview

As a Service Operations Analyst, you will contribute to Sirva's success by being responsible for ensuring that Information Technology services offered meet the business needs of Sirva utilizing Information Technology Information Library (ITIL) Service Management (ITSM) policies, processes and procedures. This involves activities associated with building relationships, gathering data, evaluating current / future state, collaborating on solutions and measuring improvements through the ITSM framework. Additionally, the role will entail managing Change, Problem and Incident Management which will involve maintaining policies, processes & procedures, drafting communications, hosting regular governance meetings, driving continuous improvement and helping to articulate the value Infrastructure & Operations brings to Sirva in business terms.

What You'll Be Doing

• Ensure ITSM frameworks helps achieve business objectives with a focus on a positive customer experience and exceptional service quality.
• Manage the Change, Problem and Incident Management ITIL processes
• The role is expected to focus on IT Service delivery within the ITIL framework of:
  
  
  
  • Service Strategy (Portfolio / Demand / Ops)
  • Service Design (Service Level / Availability / Capacity / Continuity / Catalog)
  • Service Transition (Change / Evaluation / Knowledge)
  • Service Operations (Incident / Problem / Access / Event / Access / Request)
  • Continuous Improvement
  
  
  
  
• Develop a solid understanding of business processes and their supporting technologies.
• Analyze and understand business operational requirements. Work with various technical staff members within IT operations to determine possible improvements, solutions and timelines.
• Balance business operational requirements with technical feasibility. Recommend changes in process, development, maintenance and system standards.
• Utilize IT operational data to conduct research and analysis to quantify IT service opportunities and develop formal recommendations to management.
• Dissect high-level / conceptual information into details that you can communicate in a manner understood by the relevant audiences.
• Help deliver operational assessments of the IT environment.
• Critically evaluate information gathered from multiple sources and reconcile conflicts.
• Prioritize problems to surface most critical needs.
• Identify & articulate the impact of system changes.
• Exhibits strong analytical thinking to identify transformational opportunities.
• Prepare "current state" and "future state" documentation in written and graphical form (flows).
• Ensure requirements for time, budget, and quality objectives are met, as established.
• Provide recommendations to ensure processes and technologies remain cost effective
• Maintain a high level of professionalism and client service at all times

What You Bring to Sirva

• BA / BS Degree in Information Systems, Computer Science, or equivalent experience
• ITIL v3 and IT Service Management certifications (foundation / practitioner) and implementation experience is a MUST
• 5+ years' experience in ITIL Systems Analysis
• Strong data analysis, reporting and visualization capabilities
• Exemplary listening, communication and documentation skills
• Able to establish and maintain solid working relationships with a variety of personalities and skillsets within IT, Business Units and Clients
• Maturity and ability to work independently and with a team in a dynamic environment
• Well-developed problem solving/decision making skills
• Ability to be proactive and to work on own initiative
• Attention to detail and highly organized
• Experience with the most common Microsoft Office applications (Outlook, Word, PowerPoint, SharePoint)
• Experience with a Configuration Management Database (CMDB) tool
• Proficiency with Excel including pivot tables, charts, conditional formatting & advanced formulas
• Flexibility to work across global time zones
• You foster belonging and encourage authenticity. You are inclusive, value diversity, and recognize that these behaviors empower and inspire positive action and promote innovation

At Sirva, we are committed to fair and transparent compensation practices. In accordance with applicable provincial and federal laws, we provide the following salary information for this position:

• Position Title: Service Operations Analyst Temp
• Salary Range: $26.76-$33.46-$40.15/hour CAD

Salary ranges may vary based on location, market conditions, and other factors such as experience and qualifications. The final compensation will be determined during the hiring process based on these considerations.

For positions available outside Canada, salaries will take into account local currency and market conditions, which may differ from the CAD salary range. If you have any questions about salary or benefits, we encourage you to ask during the hiring process.

#LI-Remote

Sirva Worldwide, Inc. provides HR and mobility professionals with the resources, guidance, and support they need to achieve the best possible relocation for talent, and for the companies that move them. As a leading global relocation management and moving services company, we bring together personalized program solutions, expansive global reach, innovative technology, and an unmatched supply chain to transform businesses of any size and empower talent moving to their next opportunity. From corporate relocation and household goods to home sale and commercial moving and storage, our portfolio of brands (including Sirva, Allied, northAmerican, Global Van Lines, Alliance, Sirva Mortgage and Smartbox) provide everything needed to move talent and deliver experience.

Sirva is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military status, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. Sirva also prohibits harassment of applicants and employees based on any of these protected categories.

It is also Sirva's policy to comply with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions. The Federal EEO Law Poster may be found at http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.

If you need a reasonable accommodation because of a disability of any part of the employment process, please send an email to Human Resources at HRSirva@Sirva.com and let us know the nature of your request and your contact information.