Endpoint Process Analyst

Competition 2119

This position is a part of the Non-Academic Staff Association (NASA).

This position offers a comprehensive benefits package.

Location - This role is in-person at multiple U of A sites including North Campus, South Campus and Enterprise Square.

Working at the University of Alberta

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all FirstPeoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.

Your work will have a meaningful influence on a fascinating cross-section of people — from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more.

Working for the Information Services and Technology (IST)

Information Services and Technology (IST) is the central IT department for the U of A. We have a team of approximately 30 analysts, reporting to two Team Leads, who report to the Manager of Endpoint Computing.

We support approximately 17,000 endpoints, mainly at the North Campus location, however, we do have an office in Enterprise Square, and a couple of other remote locations.

The day-to-day range from deploying net new computers from onboarding, helping out with classrooms, troubleshooting network connections, operating systems, adding/troubleshooting printers, file sharing and storage, just to name a few. All while maintaining a high level of customer service or Service Excellence is what we like to call it.

We are in the midst of a multiyear initiative to transform IT service delivery at the U of A.

Change is the norm, and university culture is the focus.  As the “face” of IST, our team members are the ambassadors of our mission.

We're excited you're here - let's get started.

Position Summary

Reporting to the Manager Endpoint Computing, the Endpoint Process Analyst represents InformationServices & Technology (IST) as a skilled expert in endpoint processes. Assisting Endpoint leadership with the organization and communication of key services to ensure delivery of excellent service in a timely and efficient manner to clients across the University campuses.

The position supports the Endpoint Support and Systems teams by providing ticket queue monitoring and ticket assignment, compiling and executing new staff and ongoing technical training program, overseeing endpoint-related asset and inventory management, coordination of a knowledge management process, contributing to business processes, procurement, and financial aspects of hardware associated with the campus-wide evergreen program.

Endpoint Computing provides support and continuous service improvement to equipment, software and infrastructure that is leveraged in the operational administration and support of end-user computing on campus. Functionally, Endpoint Computing empowers the University community to accomplish their duties by providing a reliable, seamless and accessible technology experience.

Duties 

The list below is not exhaustive, but provides a general overview of the role.

Operational Duties 80%

• Continually monitor the ticketing system for incoming tickets and allocate tickets amongst staff according to an agreed-upon assignment framework. This includes escalated tickets that haven't been actioned or resolved in a timely fashion.
• Reassign tickets to other staff to accommodate vacations, absences, etc.
• Generate ticket reports for Endpoint Leadership to assist with evaluation and continual improvement of Endpoint services.
• Compile a training and education program and ensure all new Endpoint staff complete the elements of the program before beginning to accept tickets. Provide progress and gaps to Endpoint leadership for consideration.
• Compile a separate training and education program for current staff to participate in on an
• ongoing basis. Provide progress and gaps to Endpoint leadership for consideration.
• Consultation with approximately 3000 University staff for device selection, financing, and deployment of hardware for both Break-fix and Evergreen Program annually.
• Maintain and administer a hardware inventory to support the break / fix program and net new user requirements.
• Oversee asset management of all endpoint-related devices such as laptops, desktops, monitors, keyboards/mice, cameras in use across the University.
• Executes processes associated with the disposal and surplus of aged endpoint-related equipment.
• Ongoing review and recommendations for hardware device standards.
• Regularly purchase equipment through Supplynet for break-fix, evergreen and direct purchase requirements through consultation with various stakeholders. Financial awareness required.
• Composes, maintains and regularly updates Endpoint knowledge articles.
• Works within assigned objectives which may require modification of existing procedures or the development of new methods.
• Exceptions require in-depth analysis and are resolved by changes to administrative and technical procedures.
• Analysis and planning are integral parts of the position.
• Communicates any changes of process or procedure to Endpoint, Service Desk, and Evergreen Coordinator staff.
• Acts as a subject matter expert on the processes and procedures supporting the Campus Evergreen program.
• Ongoing review and recommendations for device offerings supporting the Evergreen Program.
• Coordinates with Department Evergreen Coordinators to ensure evergreen-specific inventories
• and annual evergreen candidates are current and up to date.
• Facilitate an agreed-upon sourcing approach to support evergreen activities.
• Monitor and ensure appropriate financial transfers are completed supporting specialized
• hardware purchases.
• Effectively self-manage personal workload in the ticketing system, and on assigned projects, where applicable. Delegation of work or actively assisting peers as required, to ensure balance is achieved.
• Consider the requirements, experiences, and perceptions of Service Desk, Endpoint Support Analysts, leadership, other IST teams, and end users in developing solutions.
• Performs other related duties as necessary.

Project-related tasks 10%

• Proactively explore options to enhance, streamline, or otherwise improve the administration and management of Endpoint services.
• Present solutions and proposals to leadership as necessary.
• Function as a subject matter expert when partnering with other IST teams or participating in IST projects such as changes to service delivery, services, domain rationalizations, migrations, or upgrades.

Administrative 10%

• Manage knowledge base articles for Endpoint Support. Create, update, and if necessary, retire, knowledge base articles, guides, and other documents to ensure information is captured, accurate and relevant.
• Coordination and consultation with Evergreen Coordinators from
• Ensure accuracy when recording work effort in time sheets at the required level of detail to ensure that metrics mandated by team leads can be measured effectively.
• Plans leave and vacation time appropriately, communicating this to leadership in a timely manner.
• Participate in training and career development initiatives provided by leadership

Qualifications

• Related post-secondary diploma or degree in Computing Science; equivalent combinations of education and experience will be considered
• Microsoft certifications or equivalent experience would be an asset.
• Technical certifications including A+, or equivalent experience.
• Experience with Google G-Suite is an asset.
• Five+ years of experience in a complex enterprise environment providing customer service and technological solutions that enhance business processes.
• Demonstrated analytical and diagnostic skills.
• Ability to manage multiple priorities.
• Excellent verbal and written communication skills, intuitive and empathetic listening skills and presentation skills.
• Innovative self-starter, with the ability to manage priorities and workloads under pressure.
• Strong team player who can solve business issues and think “out of the box”.