Senior Technical Analyst and Coordinator

Salary Range : $53,208 - $70,000 Check out the YMCA’s !

Location : 90 EGLINTON AVE E, unit 300

Work Hours : 37.5 hours per week

Employment Type : Regular Full Time Salaried

Number of Vacancies : 1

Anticipated Start Date : August 02, 2024

Deadline to Apply : July 26, 2024 at 5PM

Be the Spark! Join our passionate team of Information and Technology and help us to achieve great things in our community!

The Senior Technical Analyst and Coordinator will oversee and ensure timely monitoring and management of support ticket queues.

In this pivotal role, they will employ their technical expertise and leadership skills to guide the first-level support team, ensuring Service Level Agreements (SLAs) are met and exceeded.

Primary focus will be on reactive support, rapidly addressing and allocating tickets based on urgency and complexity, while also engaging in strategic, proactive tasks to enhance overall service delivery.

This position requires a proactive individual capable of adapting quickly, prioritizing effectively in a fast-paced environment, and driving continuous improvement to meet and exceed our service standards.

Additionally, this role serves as a backup for inventory management, stepping in to maintain inventory accuracy and operations in the absence of the primary Inventory Coordinator.

This position requires a proactive individual capable of adapting quickly, prioritizing effectively in a fast-paced environment, and driving continuous improvement to meet and exceed our service standards.

In this role, you will :

• Lead and manage ticket queues, ensuring timely assignment and resolution in alignment with SLAs.
• Guide and support Service Delivery Technicians, setting clear expectations for technical issue resolution and customer service.
• Offer 24 / 7 emergency support on a rotational basis, providing immediate assistance for urgent issues.
• Collaborate with IT staff on infrastructure projects, offering technical insights and support.
• Foster professional relationships with Support Engineers and Cloud Migration Managers, ensuring cohesive team efforts.
• Use Agile methodologies to maintain queue efficiency and SLA compliance.
• Directly manage ticket re-assignment for issues outside scope to the Migration Support Team.
• Coordinate cross-organizational tickets, enhancing customer satisfaction and service delivery.
• Generate daily and summary reports on ticket status and SLA achievements, identifying areas for improvement.
• Act as the first point of contact for technical and informational queries between the service desk and IT infrastructure.
• Oversee warehouse activities, including shipping, receiving, order fulfillment, and inventory management, in the absence of the primary Inventory Coordinator.
• Conduct regular inventory counts and reconcile discrepancies, ensuring accuracy and accountability.
• Coordinate logistics and shipping handling, ensuring timely and accurate delivery of products.
• Recommend process improvements for queue and general management, including training and staffing enhancements.
• Perform other Duties as assigned.

What you need to succeed :

• Commitment to the YMCA’s
• Focus on the health, safety and wellbeing of all children, youth, and vulnerable people in YMCA programs including understanding legal and moral obligations related to reporting suspected child abuse to Child Protection Services
• YMCA Competencies : Accountable, Relationship-Builder, Improvement-Orientated, Team Player & Leader, Equity and Wellbeing Promoter

You bring :

• Degree or post secondary education in computer science or related degree preferred or equivalent experience.
• Technical PM with 2-4 years of project management and leadership experience.
• 4 years' experience in IT infrastructure support roles, with proven leadership capabilities.
• Expertise in Agile, Waterfall, and Hybrid delivery methodologies.
• Strong project management skills, with a history of leading diverse IT initiatives.
• Exceptional organizational and follow-up abilities, capable of handling multiple projects simultaneously.
• Independent worker with a team-oriented mindset.
• Proficient in Excel, Word, PowerPoint; Confluence, JIRA Service Management, Teams.
• Demonstrated excellence in customer service and queue management.
• Proven ability to diagnose manufacturing data for the purpose of identifying and quantifying business opportunities and propose alternative improvement solutions.
• Knowledge and understanding of the following technologies are an asset : Microsoft Office 365 Cloud based email Windows Operating Systems : , Windows 10, Server Administration / Technologies including Active Directory (AD), DNS, DHCP Network Technologies / Protocols / Security including Ethernet, TCP / IP, IPSEC, 802, wireless, and cabling Incident Management software Jira ServiceDesk, Confluence, Insight Active Network’s Anet Membership & Program system is an asset
• Excellent reporting and data analysis skills
• Flexibility regarding work hours, including evenings and weekends.
• Well-developed interpersonal, and relationship building skills; ability to establish rapport and excellent communication with members, staff and stakeholders.
• Excellent understanding of diversity, inclusion and equity including the ability to identify and address barriers in IT, work effectively with diverse stakeholders, and integrate equity into program design.

Why work for the YMCA?

The YMCA of Greater Toronto is a charity that ignites the potential in people, helping them grow, lead, and give back to their communities.

We are committed to helping our employees reach their full potential and are recognized as a great place to work. We offer meaningful jobs and the opportunity to make a difference in the lives of individuals and the health of our communities.

See what you can expect from the YMCA .

Joining the Y means contributing to over 165 years of providing opportunities for people to shine through programs and services like health and fitness, licensed child care, camps, employment and immigrant services, education and training, and services for youth, families, and seniors.

Learn more in our 2020 2025 strategic plan, which outlines how we are focused on boosting well-being and promoting equity across the Greater Toronto Area.

The YMCA of Greater Toronto is committed to Diversity, Equity, Inclusion and Belonging. We strive to remove barriers to employment and recognize that diverse staff who reflect the communities we work in enrich the experiences of our participants and our team.

As an equal opportunity employer, we invite applications from all qualified candidates including racialized people / people of colour, Indigenous Peoples, disabled people / people with disabilities and members of 2SLGBTQIA+ communities.

If we can make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity so we can work with you to accommodate your needs.

In keeping with our commitment to safety and child protection, job offers are contingent on the successful completion of a Police Records Check.

Within the first four months and every three years thereafter, a Vulnerable Police Records Check is required. Learn more about these checks .

The YMCA only considers applicants who are legally entitled to work in Canada. We thank all applicants for their interest, however, due to the volume of applications we receive, we can only contact candidates who are selected for an interview.

Check out the next steps in our and see about working at the YMCA.