IT Service Management Analyst

IT Service Management Analyst

Montreal, QC, Canada Req #503 Monday, June 17, 2024 CCM Hockey is present worldwide, we have offices in Canada, the United States, Sweden, Finland, Germany and Taiwan.

Our headquarters are located in Montreal, where we create and develop our equipment. Our mission is to inspire dreams and empower every player to fulfill their passion while enjoying their game.

Our team's vision is to be the leading brand on and off the ice, by delivering innovative products and outstanding experience to our athletes and partners everywhere, all while putting our employees and communities at the forefront.

We aim to unlock the full potential of every CCM athlete from pond to forum by delivering innovation to maximize performance and ignite in them the self-confidence to chase their dream.

We’re looking for passionate players who share our core values and will help us become THE industry leader! At CCM Hockey, we live our values everyday : Authenticity : Standing up for who you are, doing what you mean and what you believe in.

Empowerment : Through their unique contributions, each person is different, each person is important, and each person has the opportunity to make a difference.

Teamwork : A team that works together always beats a team of highly skilled individual players. Respect : Valuing differences and allowing others to express themselves when working together, to achieve common goals, to grow and succeed as a company.

PURPOSE

The ITSM (IT service management) Analyst is responsible for managing the lifecycle of all IT incidents related to the ERP and application software to ensure that normal service operations are restored as quickly as possible with minimal disruption to business operations.

This role involves troubleshooting, resolving incidents, and ensuring the smooth operation of the ERP system and application software to support business processes..

ACCOUNTABILITIES

• Serve as the primary point of contact for all IT incidents related to the ERP and application software.
• Assess the impact and urgency of incidents and prioritize them accordingly.
• Facilitate initial diagnosis and categorization of incidents.
• Provide timely and effective resolution to incidents, either independently or by escalating to higher support tiers or vendors when necessary.
• Monitor the progress of incident resolution and provide guidance to technical teams.
• Keep stakeholders informed of incident status, impact, and resolution timelines.
• Prepare and distribute incident reports, including root cause analysis and corrective actions.
• Conduct post-incident reviews to identify lessons learned and areas for improvement.
• Maintain accurate and up-to-date incident records in the incident management system.
• Document incident resolution steps and create knowledge base articles for future reference.
• Ensure that incident management processes and procedures are well-documented and adhered to.
• Provide training and guidance to end-users, addressing common issues, and promoting best practices.
• Conduct Test cases to validate system functionality.
• Conduct user acceptance testing (UAT) and gather feedback for improvement.
• Ensure that all solutions meet quality standards and business requirements.
• Assist in the configuration to meet business requirements and address user needs.
• Analyze incident trends and identify recurring issues to prevent future incidents.
• Implement process improvements to enhance incident management effectiveness.
• Collaborate with problem management teams to address underlying issues and reduce incident recurrence.

QUALIFICATIONS

• University degree in Information systems, business / management or equivalent.
• Proficiency in ERP systems, Epicor is an asset and related technologies. Knowledge of ERP modules relevant to functional areas (e.

g., finance, customer service, supply chain).

• Understanding of ERP system architecture, business processes, and best practices.
• Strong problem-solving and troubleshooting skills to diagnose and resolve incidents efficiently.
• Clear verbal and written communication skills to interact with end-users, stakeholders, and technical teams.
• Bilingual in both French and English
• Understanding of ERP system architecture, business processes, and best practices.
• Exceptional organizational skills to manage incident records and documentation.

WHY JOIN THE CCM TEAM?

• Competitive salaries, including a performance-based bonus program.
• Full range of group insurance benefits (medical, dental, vision, life, etc.) from Day 1.
• Group retirement pension plan with employer matching (up to 5% of base salary).
• 3 weeks of vacation per year prorated as of your start date.
• Flexible work schedule.
• Discounted prices on CCM products.
• Free gym.
• Fun social events throughout the year.

At CCM Hockey, we celebrate the difference for the benefit of our employees, our products and our collaborators. We work to create an inclusive environment where everyone, regardless of gender, ethnicity, religion, age or other motives, can give the best of themselves.