Company:Finning International Inc.
Number of Openings:1
Worker Type:Permanent
Position Overview:As a Platform Support Analyst II, you will be part of a global support team responsible for supporting and maintaining Finning’s digital platforms and suite of applications, performance metrics and related KPIs. These applications offer technical solutions to external companies to monitor and analyze their data in construction, energy and mining industries.
The Platform Support Analyst II provides global support by following and providing input into the existing support process governance models for Finning’s Digital platforms and will work closely with the Platform Operations team (Tier 3). This includes establishing and confirming current prioritization of issues, advanced triage and troubleshooting, monitoring system performance and providing expertise on integration and knowledge management related matters. You will work within a global team of internal resources plus outsourced/offshore staff to provide required levels of support to deliver against the SLAs in each domain area. You will be expected to lead by example, prioritize work, build/maintain reports/dashboards and handle escalations. You will drive common operations best practices across all layers that impact Finning Digital Services SLAs (platform applications and services, data, and infrastructure).
What we can offer you:
· Great people and place to work with a hybrid work opportunity (3-days a week in the office)
· Career advancement and training opportunities
· Pension and employee stock purchase plans with company contributions
· Extensive health benefits including group medical and dental benefits, and short-term and long-term disability benefits
· Global travel insurance
· Employee assistance programs
· For this position, the expected salary range is between $85,000 and $100,000 annually. This range reflects our commitment to providing competitive compensation that aligns with industry standards and your qualifications.
Please note that the actual salary offer will be based on a candidate’s experience, qualifications, and fit for the role. We are dedicated to fostering an inclusive and equitable work environment, and this salary range is designed to support that commitment.
Job Description:
Responsibilities
- Work closely with the Tier 1 Customer Support and Tier 3 Platform Operations team sto troubleshoot and resolve production incidents
- Triage, assess, resolve and assign production incidents
- Define and implement software and infrastructure monitoring and alerting
- Identify opportunities to improve the support organization and processes
- Mentor other team members on ITIL best practices and support processes
- Create and maintain knowledge base articles to drive “Shift Left” approach and enable Tier 1 support
We’d love to hear from you if you have
- 3+ years working in a global service support operations organization, with 24/7 on-call coverage, supporting cloud-based solutions
- Practical experience in building operations reports with PowerBI, Azure Dashboards, and/or Excel
- Hands-on experience in working with SQL databases
- Understanding of change control and change management processes related to digital solutions
- Practical experience with ServiceNow or similar ITSM tools
- Excellent problem-solver with analytical skills to solve complex business problems
- Good communication and interpersonal skills
- Enthusiastic, motivated and a self-starter with good time management skills
- Degree in Computer Science/IT related discipline or equivalent industry experience
The following qualifications will be considered as asset
- ITIL certification(s)
- Experience in data analysis
- Hands-on experience in automating tasks with PowerShell and/or Python to improve operational effectiveness
- Familiar with DevOps and SRE practices
- Proficient knowledge of object-oriented design and Microservice architecture design
At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter.
Top Skills
What We Do
Finning is the world's largest Caterpillar dealer delivering unrivalled service for over 90 years. We sell, rent and provide parts and service for equipment and engines to customers in various industries, including mining, construction, petroleum, forestry and a wide range of power systems applications.
Since 1933, when Finning was first established in Canada by Earl B. Finning, our name has conveyed integrity, reliability and resourcefulness. Over the years, the company has grown as a result of a genuine commitment to earning customer loyalty.
With our broad product support infrastructure and unmatched service capabilities, we deliver solutions that enable customers to achieve the lowest equipment owning and operating costs while maximizing uptime.
Finning employs over 13,000 people world-wide and operates in three geographies, with the head office in Vancouver, Canada.
