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Shaw Communications
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Intermediate Enterprise Support Analyst

Department name: Information Technology
Business unit: TOPS
Position ID: J0720-1901

A little about us

At Shaw, we’re proud to be leaders in a movement that brings Canadians the connectivity they need to fuel their lives. We’re making bold moves to connect Canadians and we’re always on the lookout for go-getters that are committed to disrupting the status quo. Does that sound like you? We’d love to meet you.

The role

This team’s primary focus is supporting the operational activities for Shaw’s application monitoring and event management platforms. The role will be responsible for delivering on operation tasks such as data and system onboarding, platform maintenance and upgrades, and end-user support of platform functions. Additional accountabilities will include delivering training for internal resources, management of vendor support, and engagement and delivery of value to business groups.

We are seeking a self-starter and innovative thinker who is positive, proactive, and readily embraces change. The successful candidate will be accountable for learning the monitoring platforms used within Shaw, working with Business Analysts, Technical Leaders, and Project Managers to ensure the health of systems and services are monitored for the business. You must have a passion for assisting others, a willingness to troubleshoot, and a commitment to continuous learning.

A typical day

Review and improve processes and workflows within the team to increase efficiencies in delivery.
• Support, troubleshoot, and administer integrated monitoring and service management systems.
• Represent the team at various cross functional meetings and/or projects; promote existing and new programs and/or policies.
• Design and implement monitoring solutions according to current and future business needs.
• Be able to provide effort estimates of requests and ability to effectively manage his/her own backlog.
• Prepare and maintain technical support documentation related to monitoring environments.
• Communicate with internal stakeholders concerning issue escalation and established procedures.
• Provide subject matter expertise to our internal stakeholders on our different monitoring platforms.
• Acts as the liaison between various employees, technology and support teams
• Provide support to other IT teams working on incident resolution as it relates to monitoring data.
• Be available to participate in on call rotation when required.
• Various other duties as required.

Your skills/experience

• Proficient in Unix, Windows, SQL, AWS, scripting / workflow
• Experience with enterprise monitoring solutions, ideally: Splunk, AppDynamics, SCOM, ServiceNow Event Management, and Moogsoft AIOps
• Operational experience in a large server environment (200+) and large user base (5000+) environment
• Ability to work and multitask in a fast-paced constantly changing environment
• A demonstrated ability to perform in a team environment
• Solid understanding of business process and supporting technologies
• Logical thinking towards a solution and enthusiasm in working with data is desired
• Demonstrated high level of self-motivation with a strong desire to solve problems
• Excellent communication skills
• Competence in problem resolution and an understanding of customer impact and business needs.
• A positive, “can-do” attitude and customer focused approach that will enable you to deal with challenging situations with integrity, empathy and sincerity

Other details

This position requires the successful completion of a criminal and credit background check.

Posting closing date: August 10, 2020

Shaw Communications, through its third-party vendor, collects and stores information applicable to the candidate profile you create when you submit the information asked for below. The use and disclosure of the collected information is for the sole purpose of job search and placement activities for Shaw Communications. The information is subject to Personal Information Protection and Electronic Documents Act. The information will be retained and when disposed of, it is done so in a secure manner. Your profile will become inactive and moved to the archive if you do not access your profile for a period of 1 year.

We thank all applicants for their interest; however, only selected candidates will be contacted. No telephone calls or agencies, please.