Technical Operations Analyst

The Technical Operations Analyst ensures the effective day-to-day delivery of technology services by coordinating operational activities of the Managed Services Providers. The role monitors service performance and provides internal visibility into vendor-delivered services. The Analyst also supports incident escalation, contributes to service review and governance processes, and helps drive continuous improvement in service quality and user experience.

What you’ll do (key responsibilities):

• Ensure seamless day-to-day operational performance by acting as the primary liaison between SASCU and the MSPs.
• Monitors service desk performance and adherence to Service Level Agreements (SLAs) and escalation protocols to ensure service consistency and accountability from service partners.
• Tracks and analyzes service delivery metrics and trends to identify performance gaps and recommend actionable improvements that contribute to increased user satisfaction.
• Prepares and supports service review meetings by providing clear insights, analysis, and recommendations.
• Maintains documentation related to service delivery, performance reports, and operational workflows to support reliable decision-making and audit readiness.
• Collaborates with internal teams to ensure service alignment with business needs, supporting smooth operations and a positive user experience.
• Supports the onboarding and integration of new vendor services to ensure transitions are well-coordinated and new services become fully operational with minimal disruption.

What you’ll bring (qualifications):

• Post-secondary diploma in Information Technology, Business Administration, or a related field.
• 4–5 years of experience in IT service coordination, vendor support, or IT operations.
• Familiarity with Information Technology Infrastructure Library (ITIL) practices and service management tools (e.g., incident, request, and change management systems).
• Experience working with managed service providers or outsourced IT environments is an asset.
• Strong analytical, communication, and problem-solving skills.
• Detail-oriented with strong organizational skills, able to manage multiple priorities and service requests simultaneously.
• Commitment to continuous improvement, actively seeking opportunities to enhance service delivery and user experience.
• Strong customer service mindset, with the ability to build trust and positive relationships across the organization.

We invest in our employees by offering (rewards and benefits):

• A competitive base salary plus performance-based incentive pay, and a pension plan with SASCU matching all funds.
• Comprehensive group benefits coverage including extended health and dental care, travel insurance, and life insurance, and an Employee and Family Assistance Program.
• Flexible spending account for additional health and personal wellness activities and expenses.
• Flexible work arrangements and paid time off including vacation, medical/care time, personal days, and paid community volunteering.
• Opportunities for career growth, financial assistance for training and development, and rewards and recognition.
• Additional benefits including waived or reduced banking fees and reduced rates on personal loans and mortgages.

This is a full-time, Monday to Friday position.