Can you easily analyze a backlog and queue of tickets, and take proactive actions to clear out the existing ticket backlog?
Is your sweet spot performing problem analysis to solve complex IT issues related to process gaps in service support and delivery?
Are you the "go to" individual when IT service delivery and support are mentioned?

If so, our Ottawa based client has a contract opportunity to consider. The nature of the work is to act as a Senior Technical Advisor, with a focus on performing problem analysis', providing advice and resolving complex issues related to IT service delivery and support.

Advantages
Prestigious client in the Ottawa region
Federal government experience
Opportunity to provide Service Management expertise.

Responsibilities

• Act as top Tier IT support person; helping team leads with backlog and outstanding issues;
• Perform problem analysis to solve complex IT issues related to process gaps in service support and delivery; propose, document and implement recommendations;
• Liaise with multi-disciplinary teams to address technical or process issues (desktop engineering, IT Security, client dependencies, etc.);
• Ensure consistency in process of issue resolution and provide advice to Deputy Directors on process improvements;
• Analyse backlog and queue of tickets, and take proactive actions to clear out the existing ticket backlog;
• Develop, implement, and/or participate in the preparation of procedure manuals and support documentation for the Tier 1 and Tier 2 use (Service Desk, Remote Assistance and Onsite support teams); track user problem trends; make recommendations for improvements to service delivery and support;
• Various other tasks related to improving our agility and timeliness of resolving client IT issues under a few areas of Domestic IT Service Delivery and Support.

Qualifications

• Service Management Greater than 8 years
• senior technical advisor to perform problem analysis Greater than 8 years
• Perform problem analysis to solve complex IT issues related to process gaps 5-8 years
• Liaise with multi-disciplinary teams to address technical or process issues 5-8 years
• issue resolution & provide advice to Dep. Director on process improvements 5-8 years
• Develop, implement, and/or participate in the prep of procedure manuals 5-8 years
• Secret Security clearance

Summary
The nature of the work is to act as a Senior Technical Advisor, with a focus on performing problem analysis', providing advice and resolving complex issues related to IT service delivery and 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.