Service Centre Analyst - Jobs in Vancouver, British Columbia, V6P 6G5

Job Description

We are proud to be selected as one of B.C. #39;s Top Employers once again!If you are looking for an opportunity to contribute your experience, knowledge, and passion in a meaningful way, CLBC is the place for you!Term/Status: This is a temporary role with an anticipated end date of October 30, 2026Salary: Info Systems R18 / $35.11 to $39.79 per hour which includes a 3.3% temporary market adjustment Location: Vancouver Head Office (hybrid after passing a 6-month probation)Community Living British Columbia (CLBC) is a Crown corporation responsible for arranging supports and services for adults with developmental disabilities and their families. CLBC staff strive to advance the vision of Communities of belonging, lives with connection.At CLBC, we are committed to fostering a diverse, equitable, inclusive, and accessible workplace. We encourage applications from all people with relevant skills, including women, Indigenous peoples, persons with disabilities, racialized people, and those who identify as 2SLGBTQ2+IA. For accommodation needs, please contact CLBCPeopleServices@gov.bc.ca at any stage of the hiring process.Visit our Careers at CLBC page to learn more about working at CLBC, what we offer, and tips for the interview process.About the Opportunity:As a Service Centre Analyst, you will work as part of a collaborative team to support the daily operations of the CLBC Service Centre. You will provide front-line information technology support and problem resolution services (tier 1 and escalation to tier 2) in a centralized multi-platform support environment. Key Responsibilities:

• Provide front-line information technology support, troubleshooting, and problem resolution services.
• Identify, analyze, and diagnose specific problems for a variety of technologies and application platforms.
• Record, track, and communicate incidents and service requests; escalate to management as required (in line with the incident management process).
• Perform user provisioning and deprovisioning in a variety of CLBC line-of-business applications and core government systems.
• Understand and utilize the principles of ITIL in resolving user issues related to applications and websites, as well as hardware, software, and network issues.
• Monitor and meet targets identified in service level agreements, including areas such as response time, performance measurements, and hours of operation.
• Communicate with the user community regarding system availability, outages, procedural changes, change management concerns, and technology-related updates and upgrades.

What you will bring:

• A degree in Information Technology, Computer Science, Business, or a related discipline and at least 1 year of related experience(or a diploma with 2+ years of related experience, or an equivalent combination of education, training, and experience)
• Knowledge of hardware, software, networks, and enterprise applications, with the ability to learn CLBC #39;s Line of Business applications and core government systems
• Experience delivering front-line IT support in a multi-platform environment
• Familiarity with IT service management processes such as incident management and user provisioningUnderstanding of ITIL principles and their practical application in service environments

We #39;re also looking for:

• In-depth understanding of employment standards, human rights legislation, and legal considerations in recruitment
• Strong customer service orientation with the ability to communicate technical information clearly and professionally
• Excellent troubleshooting, problem-solving, and analytical skills
• Proven ability to organize, prioritize, and manage a high volume of diverse tasks in a dynamic environment
• Comfort with documenting procedures and contributing to continuous improvement of business processes
• Ability to collaborate with technical teams and liaise with internal and external users across various locations

Benefits Include:At CLBC, we value our temporary employees and offer:

• Additional pay instead of benefits, plus 6% vacation pay on your earnings
• Up to five paid sick days after 90 days of employment
• Access to the BC Public Service Pension Plan when eligible
• Wellness supports, including an Employee and Family Assistance Program
• A flexible hybrid work model that balances office and remote work
• Discounts on travel, cell phones, and more!

Additional Info:At CLBC, we are committed to providing equitable compensation, recognizing that salary negotiation can be a barrier for some groups. We engage in an objective analysis to determine a starting salary that is grounded in principles of equity and fairnessSuccessful applicants are subject to a Criminal Record Check.Closing date: Until filledIf your application is shortlisted, you #39;ll be invited to an interview where you #39;ll have the opportunity to share more about your experience. Please note that only those selected for an interview will be contacted.This opportunity is open to applicants who are legally entitled to work in Canada.