Term Operations Analyst

All Manitoba Liquor & Lotteries employees may apply. Manitoba Liquor and Lotteries is committed to Diversity, Equity and Inclusion. We strive to hire a workforce that reflects the community we serve. Employment equity will be considered therefore applicants who identify as women, Indigenous people, members of racialized groups, and persons with a disability are encouraged to apply.

If you require an accommodation at any time during the recruitment process, please let us know how we can meet your needs.

Job Purpose

The Operations Analyst is responsible for providing technical and non-technical operational support to Manitoba Liquor & Lotteries end users and to First Nations casinos within Manitoba. Using prescribed Information Technology Infrastructure Library (ITIL) process methods; this position leads in providing operational support and user management and provides support defined by all lower level Tier positions.

As the Tier II support contact for Service Desk, the incumbent’s objective is to identify the root cause of problems and prevent subsequent incidents.

Job Responsibilities

• Assist end users with software applications, file accesses and hardware support as required.
• Action and close all Tier II support calls, including matching to recurring problems in support database, defining, investigating, diagnosing and resolving all problems, monitoring known errors and raising Service/Support RFCs (Requests for Changes), preventing incidents by proposing and implementing improvements to the infrastructure, and reporting on results and major changes.
• Recover services/systems in a timely manner, and document all actions in the support database.
• Escalate incidents for Tier III support promptly to appropriate ITS staff, based on impact, urgency and prescribed priorities and resolution times.
• Assist with communication of site failures and outages. Monitor systems/services for errors, capacity issues and potential failures.
• Research technical and non-technical problems, and resolve in a timely manner.
• Create and modify procedures as required.
• Install hardware, operating system, and application software.
• Coordinate all voice and data cabling as required.
• Install, configure, patch and troubleshoot desktops and peripherals including printers, scanners, POS equipment, and etc.
• Lead in providing operations support and user management.
• Provide Tier 1 support when required.
• Perform Start of Day and End of Day procedures on all revenue-generating systems.
• Take a lead role in the ongoing evolution of support procedures in collaboration with the other IT support groups.
• Escalate all problems to appropriate ITS staff.
• Patch servers as required.
• Monitor server to ensure operational performance.
• Complete client administration and file restoration.
• Administrate backups and offsite storage of tapes and disks.
• Contact, coordinate with and update external vendors.
• Perform quarterly tasks at remote First Nation casinos.
• Modify and delete accounts for all assigned systems.
• Manage new administration accounts for all assigned systems.
• Conduct ERP administration including batch job scheduling, application security, and object promotion.
• Participate as a technical resource for project teams.
• Support and comply with Corporate Social Responsibility, policies, procedures, and practices.
• Complete required courses and video training.
• Other related duties as assigned.

Primary Qualifications

• Completion of a recognized degree or diploma program in an IT related discipline, or an equivalent combination of education, certification and experience.
• Have and maintain a valid Manitoba Class 5 Drivers License and access to a vehicle.
• Continuous upgrading/learning is required to remain current in information technology.
• The core competencies for this position include achieving quality results, adaptability/managing change, communication, customer service, decision making and problem solving, integrity and building trust, teamwork and cooperation and valuing diversity. These competencies are deemed important for the success of the position and organization.

Secondary Qualifications

• Coursework and/or industry certifications are strongly recommended e.g. A+, Network+, Linux+, RHCE, MCTS, MCITP, CCNA, OCA. Courses in supervision/management would be an asset.
• Previous customer service experience and proven project coordination exposure is an asset.
• Bilingual French/English language skills are an asset.

***Testing may form part of the screening/selection process. Employment Equity will be a factor in the recruitment process. Circumstances may arise where the bulletin may need to be withdrawn or the number of positions may need to be increased depending on the Collective Agreement.

We thank all interested applicants, however, only those selected for interviews will be contacted.

Benefits

A Great Place to Work! Enjoy fantastic benefits with our Total Rewards package

Work/Life Balance and Wellness

• Discretionary Time: Up to 10 paid discretionary leave days per year, depending on bargaining unit. Employees can carry forward discretionary leave days each year for a total of up to 50 days.
• Hybrid Work Model for Eligible Positions: Remote work capability for eligible positions.
• Flex Time: Flexible shift scheduling and work hours for eligible positions.
• Maternity and Parental Leave: Top-up of E.I. maternity leave benefits to 93% of employee’s basic earnings for 17 weeks.
• Fitness Allowance Reimbursement, depending on bargaining unit: Up to $250 per year that can be used to cover gym memberships, fitness equipment, and more.
• Computer Purchase /Fitness Purchase Program: Interest free loans for employees purchasing computer equipment to increase computer literacy, learning, and professional growth, and/or to purchase fitness equipment.
• Diversity and Inclusion: MBLL promotes a culture of caring and respect through initiatives like our employee driven Joint Diversity Network.
• The Together Project: At Liquor & Lotteries, caring is part of our corporate culture - we care for each other, our partners, and our community The Together Project represents the charitable efforts of the corporation and its employees working together to enrich the lives of Manitobans. Employee charitable activities are eligible for reward benefits.

Vacation

• Accrue up to 10 paid vacation days per year during the first 2 years of employment.
• Accrue 15 paid vacation days per year after 3 years of employment.
• Accrue 20 paid vacation days per year after 5 years of employment.
• Accrue 25 paid vacation days per year after 9 years of employment.
• Accrue 30 paid vacation days per year after 19 years of employment.

Retirement Savings Plan

• Defined Benefit Pension Plan: Guaranteed lifelong monthly payment at retirement provides great security for employee’s long-term strategy.
• Voluntary Group Registered Retirement Savings Plan

Health Insurance and Benefits

• Customize your Plan: Employees choose from a variety of coverage options to best fit their needs, including coverage for prescription drugs, vision, dental, ambulance, extended health and more.
• Health Spending Account: Employees receive up to $1,850 towards eligible medical or dental expenses depending on options chosen.
• Flex Credit: Depending on the bargaining unit, employess may receive a Flex Credit to be used
  towards the purchase of insurance including Group Life, Dependent Life and Accidental Death and Disablement.

World-wide Travel Health Benefits

Employee & Family Assistance Program (EFAP): Free professional wellness support for employees and their immediate family member

Training and Development

• Educational Assistance: Tuition reimbursement for eligible employees.
• Training: Variety of courses and programs to support skill and professional development.
• Career progression: Internal job posting system that provides opportunities for a variety of career paths.
• Apprenticeship and skilled trade training: Programs offered in partnership with educational institutions such as RRC Polytech, the University of Winnipeg and the University of Manitoba.

Discounts and Rewards

• Employee Rewards & Recognition Program: Points-based program recognizing employees for earned and nominated achievements such as long-service, going above and beyond and community volunteer work.
• Discounts: Employees receive exclusive discounts from a variety of retailers, entertainment venues and service providers.