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Analyst, Identity and Access

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Date: Jan 9, 2019

Location: Kamloops, BC, CA

Company: British Columbia Lottery Corporation

Why you should work with us

 

At BCLC, we believe that our people are what makes us amazing so we are committed to our people. We have a culture of fun and hard work – it’s not unusual to see teams eating together at lunch in the cafeteria or heading outside for a walking meeting. We continue to have a highly engaged team and we’ve been named one of BC’s Top 50 Employers for over 10 years. Here are a few reasons why it’s great to be part of the team:

  • Flexible work hours
  • Robust wellness program with free onsite yoga, bootcamp, running club and more
  • Competitive compensation
  • Company paid Flexible Health and Dental plan for you and your family
  • Defined Benefit Pension Program
  • Leadership and professional development programs


Why our Kamloops office rocks

 

The City of Kamloops offers a relaxed lifestyle with an abundance of recreational opportunities and a close-knit community of welcoming people. It has been home to the BCLC head office since 1985 and features:

  • A subsidized cafeteria with healthy and delicious food choices
  • Free gym
  • Free parking and easy access to transit
  • Close proximity to parks, trails and other recreation amenities

 

Job Summary:

 

The Identity and Access Analyst provides technical support on all BCLC systems and technology services to BCLC Employees and service providers.  The Identify and Access Analyst develops and maintains strong working relationships with various internal and external stakeholders in order to resolve issues and fulfill service requests.

 

This role is subject to shift work, including days, evenings, nights, weekends and holidays

 

Accountabilities:

 

  • Conducts varied customer support and moderately complex technical troubleshooting related to all BCLC systems and technology services to support effective and efficient Information Technology (IT) operations.
  • Documents, supports and resolves technical issues. Escalates to the appropriate parties when required.
  • Draws upon knowledge of corporate policies and procedures, as well as provides significant input into the development of Service Desk practices within the confines of corporate standards.
  • Collaborates with peers to proactively and reactively resolve technical stakeholder issues and demonstrates innovative thinking by participating in the development of recommendations for new approaches to enhance our player experience.
  • Develops and maintains working relationships with various internal and external stakeholders including vendors/suppliers and service providers in order to resolve issues and deliver IT solutions that positively impact our players’ experience.
  • Seeks to continually develop technical skills as well as superior levels of customer service.
  • Provides technical knowledge transfer to other members of the team.

 

Minimum Required Qualifications:

 

Education and Experience

  • Diploma in a computer related discipline;
  • 2-3 years of progressively more responsible customer service experience;
  • An equivalent combination of education and experience may be considered.

 

Technical Requirements

  • Thorough understanding of computer principles and practices;
  • Ability to identify and analyze technical problems;
  • Proven technical customer support skills;
  • Ability to work quickly under pressure;
  • Demonstrated organizational skills that include attention to detail;
  • Proven ability to deal with sensitive matters with a degree of diplomacy, tact and confidentiality;
  • Excellent interpersonal and customer service skills;
  • Demonstrated ability to communicate complex ideas and problem resolution clearly via telephone and Email to technical and non-technical persons;
  • Excellent problem solving and analytical thinking/innovation;
  • Strong multi-tasking skills;
  • Strong computer skills;
  • Familiarity with Windows XP and Windows 7, as well as computer network systems (i.e. modification of User Profiles, creation of batch files, knowledge of networks) would be an asset;
  • Knowledge of Service Desk support tools (phone systems, call tracking,) would be an asset.

 

 

Working Conditions:

  • Shift work, including days, evenings, nights, weekends and holidays is required.
  • Support hours change depending on business needs and could potentially include 24/7 coverage.

 

Please Note: This opportunity will remain open until a qualified candidate pool has been established.

Please Note: Candidates must be legally entitled to work in Canada

 

 


Job Segment: Service Desk, Technical Support, Customer Service, Technology

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