Your Opportunity:

Health Shared Services hosts one of Canada's largest email systems. In this role, you will have the opportunity to work with exciting enterprise class technology. Messaging is a critical function in the organization for communication, collaboration, and scheduling with thousands of integration points to other applications and systems. As an IT Analyst II - Messaging, you will work alongside a mature, cohesive team responsible for the delivery of email and calendar services to over 150,000 staff, physicians, and consultants. Your solid understanding of Enterprise Messaging solutions coupled with your previous customer facing experience will be of great benefit in providing a functional and highly available service. You may be required to participate in 24 x/ 7 on-call rotation and major incident callouts, as required. Provide support for the Microsoft Exchange SE / Exchange Online hybrid environment by resolving Outlook connectivity, mailbox permission, calendar sharing, and mail-flow issues in accordance with ITIL framework. Collaborate with senior Messaging Analysts, Infrastructure, and Security teams to analyze incidents, implement fixes, and improve processes related to email routing, distribution groups, retention policies, and mobile-device access. Assist with planning, designing, testing, and deploying technical changes in the environment. Develop and document support processes and procedures for Exchange, Outlook, M365 and associated systems. Create and update knowledge-base articles for consistent support delivery. Assist/deliver technical training to end users and other IT teams. Provide guidance and mentorship to others on the team where required.

Description:

As an IT Analyst II, you will provide technical support related to information technology applications either directly to users of the systems or to service delivery functions. You will ensure reliable operations of information systems, resolve complex technical problems, find solutions to customer needs, and lead projects and program initiatives. You will be responsible for more advanced application, telecom or technology support duties. You will investigate, diagnose, and resolve complex problems that have typically been escalated several levels before assignment to this position, and will translate business requirements into technical requirements for a solution and recommend a potential approach to the vendor. You will analyse the solution provided to ensure that it fits both technical requirements and business needs. You will also spend time on project or initiative leadership and delivery.