Senior Analyst, IT Operations

Company Description

Make an impact at a global and dynamic investment organization

When you join CPP Investments, you are joining one of the world’s most admired and respected institutional investors. As a professional investment management organization, CPP Investments invests the funds of the Canada Pension Plan (CPP) to help ensure its financial sustainability for generations of working and retired Canadians.

CPP Investments invests across regions and asset classes to build a globally diversified portfolio. It holds assets in public equity, private equity, real estate, infrastructure, and fixed income, and the CPP Fund is projected to reach $3.6 trillion in assets by 2050. The organization is headquartered in Toronto with offices in Hong Kong, London, Mumbai, New York City, San Francisco, São Paulo, and Sydney.

CPP Investments successfully attracts, selects, and retains talented individuals from top-tier institutions worldwide. Join our team for access to:

• Stimulating work in a fast-paced and intellectually challenging environment
• Accelerated exposure and responsibility
• Global career development opportunities
• Diverse and inspiring colleagues and approachable leaders
• A hybrid-flexible work environment with an emphasis on in-person collaboration
• A culture rooted in principles of integrity, partnership, and high performance
• An organization with an important social purpose that positively impacts lives

If you have a passion for performance, value a collegial and collaborative culture, and approach work with the highest integrity, invest your career here. 

Job Description

As a Global Techbar Senior IT Analyst, you will play a critical role in our IT support operations, leveraging your advanced technical expertise, project management acumen, and leadership skills to ensure the highest standards of service delivery. You will be responsible for resolving complex technical issues, leading key IT projects, and mentoring junior team members. Your proactive approach and innovative problem-solving abilities will be essential in maintaining operational excellence and driving continuous improvement.

Accountabilities:

• Lead the resolution of complex technical issues, utilizing advanced diagnostic tools and methodologies.
• Provide expert-level support for critical systems, including Active Directory, O365, and other enterprise applications.
• Implement and manage advanced security protocols to protect organizational data and systems.
• Mentor and guide junior team members, fostering a collaborative and knowledge-sharing environment.
• Strive to maximize First Call Resolution for the global end-user base while aspiring to exceed group targets.
• Implement continuous improvement initiatives to enhance service delivery and reduce incident recurrence.
• Collaborate with stakeholders across the organization to understand their IT needs and deliver tailored solutions.
• Coordinate with business continuity teams to integrate IT disaster recovery plans with overall organizational strategies.
• Define and monitor key performance indicators (KPIs) for Global Techbar, using data analytics to drive performance improvements.
• Develop and implement automation strategies to streamline IT support processes and reduce the volume of incoming tickets.
• Drive the adoption and continuous improvement of the ServiceNow self-service portal, ensuring it meets the evolving needs of users.
• Develop and deploy self-healing technologies that automatically detect and resolve issues without user intervention.

Qualifications

• Undergraduate degree in Information Technology, Computer Science, or a related field.
• 8-10 years of IT service desk experience in a financial services environment
• Strong Software/Hardware Asset Management experience. Asset Management tool and workflow experience
• Imaging software experience – SCCM, Altiris
• Access Management experience a must (AD, Folder Provisioning, etc.)
• Extensive experience with Microsoft 365 administration, including Exchange Online, SharePoint, Teams, OneDrive, and Intune.
• Relevant certifications such as Microsoft Certified: Azure Administrator Associate, Microsoft 365 Certified: Enterprise Administrator Expert, AWS Certified Solutions Architect – Associate, or CompTIA Security+.
• Advanced knowledge of AWS services, including EC2, S3, VPC, IAM, and Lambda.
• Strong experience in managing and securing Active Directory environments, including Group Policy management and advanced configurations.
• Solid understanding of networking concepts, including VPNs, firewalls, and network troubleshooting.
• In-depth experience with ITSM tools, preferably ServiceNow, including advanced reporting.