IT Support Analyst - Hybrid

Working as part of the Enterprise IT Shared Services team, the IT Support Lead will be responsible for ensuring

an excellent level of IT support is delivered to the Canadian business. The role will support and work closely with

the IT Cluster Lead in achieving an optimal set of service levels that contribute to delivery of business

requirements in Canada.

Advantages

Communication & Working Relationships

List the key Stakeholders that the job is responsible for communicating with on a regular and on-going basis, an example of

the typical communication, and whether the contact is internal or external.

Stakeholder Example Internal / External

User Base

Prepare and lead regular information sessions with the local

functional teams.

Internal

Project Teams Lead requirements session with cross functional project

team

Internal / External

Global IT teams Regular interface with IT Cluster Lead regarding service

performance.

Internal / External

Software / Hardware Work effectively with Mundipharma’s software and External

Vendors hardware vendors in Canada

5. Reporting Relationships

The table below details the number of direct reports supervised by the job, their titles, and the total number of indirect

reports reporting into the job.

Responsibilities

Key Responsibilities

The table below details the 4 to 5 key responsibilities of the job. These responsibilities represent the major areas of work

performed and are not an exhaustive list of all tasks. Please list responsibilities in order of frequency, starting with the

responsibility that requires the most amount of time.

Key Responsibility

Operational Support :

Provide IT support for all employees in Canada, including office and field staff

Accountable for the resolution of all IT incidents and requests within the SLA

Support video conferencing equipment

Collaborate with the global IT Service Desk

Collaborate with the global EITSS team

Global IT Collaboration

Understanding of global IT strategy and local business strategy and communicating this locally

Understand and help guide the Canadian market technology initiatives and demand and

collaborate with global IT to deliver on the agreed strategy and local requirements

Adherence to global IT Operating procedures / processes

Partner with the global systems owners to support technology solutions

Management of local IT Resources and Processes :

Support the management of IT related devices / software or equipment for the Canadian

business

Ownership of IT Asset Inventory Management process end to end. This includes ensuring local

IT asset inventory is current and maintained and managing end of life cycle

4 Supplier Management :

Responsible for the procurement of IT resources in Canada

Collaborate with global IT procurement sourcing team to identify opportunities to transition to

global or multi country contracts

IT Inventory Management and ensuring that equipment is available as needed to support

business needs

Liaison with Procurement and research on best in market and cost-effective technology options

Maintain strong relationships with local IT suppliers, working to ensure cost effectiveness of

products and services

Follow up with vendors on invoicing and payment matters

Qualifications

Qualifications

The table below details the minimum levels of education and experience, as well as the minimum and preferred

qualifications, certifications or designations required to complete the job.

Minimum Required : Preferred :

Education Community College Diploma Bachelor of Science Computer Science

Experience

Strong IT Technical knowledge

within own specific domain

Strong IT Technical knowledge across

other relevant domains

Pharmaceutical Industry Experience

Certifications or

Designations

ITIL® V3

Knowledge and Skills

IT Desktop Support

Hardware Support

Video conferencing support

Familiarity with and experience of adhering to, the quality principles of GxP

Understanding of business and IT

Autonomous working : working at own initiative, with some oversight and input,

to deliver expected outcomes

Relationship Building : Proven ability to build and maintain credible partnerships

with stakeholders and become established as trusted and respected IT advisor

Clear communication : Proven ability to communicate effectively with individuals

and groups at all levels of an organization, written or verbal form, in all settings.

Excellent people and interpersonal skills.

Summary

Working Conditions

Please indicate any working conditions beyond a normal office environment, including the type of condition (e.g. exposure

to heat / cold / noise / fumes, restricted movement, frequent travel) and the frequency experienced.

Physical strain involving exposure to computer monitors for long period of time

Some weekend and evenings support

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees.

In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary / gender non-conforming;

Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle.

We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.

ca to ensure their ability to fully participate in the interview process.