IT Operations Center Analyst

General Description

We are looking for an IT Operations Analyst to join BRP's IT Operations Center as a major incident coordinator and problem coordinator on shift, and as an author of the operational documentation that lets the team support our business-critical systems. You'll lead the coordination of major incidents and own business and management communications, open and drive problem records to closure, facilitate post-incident reviews, and review the service documentation and runbooks of new solutions for operability before they reach operations. You will operate autonomously on the incident and problem processes while developing, with the senior analysts, the transfer-to-operations and stakeholder skills that lead to the Senior IT Operations Analyst position.

Key Responsibilities

- Act as major incident coordinator on your shift from declaration to closure: declare the major incident, assemble the crisis unit with support groups and vendors, direct the technical lead and the action items, maintain the timeline and own the restoration decisions until service is restored.
- Own business and management communications during major incidents using the Operations Center's templates, and adapt the message to the audience (plants, dealers, finance, IT leadership).
- Open problem records for every major or recurring incident, coordinate the investigation with support groups and vendors, maintain workarounds and known errors in ServiceNow, and track corrective actions to verified closure.
- Facilitate post-incident reviews: prepare the timeline and evidence, run the session, capture root cause and actions, and follow up until actions are complete.
- Draft or review Business Service Offerings (BSO), Technical Service Offerings (TSO) and runbooks in collaboration with project teams, support groups, vendors for completeness and operability, and return structured feedback before go-live.
- Translate business failure scenarios into monitoring requirements and alert routing rules with functional analysts and the technical analysts.
- Support hypercare of new solutions as the process reference: ensure incidents are routed to the right groups, escalation paths work and gaps are logged for the project.
- Review production changes affecting your business areas for communication, support-group acknowledgement and freeze-window compliance, and raise concerns to the senior analysts.
- Produce and interpret operational metrics (MTTA, MTTR, incident volume by service, recurrence) and propose procedural improvements.
- Author and maintain standard operating procedures, communication templates and knowledge articles, and coach junior analysts on incident coordination and documentation standards.

You'll thrive in this role if you have the following skills and qualities:

- A bachelor's degree in information technology, business technology management or a related field.
- Minimum 3 years of experience in IT operations, IT service management or IT coordination, including coordination of major incidents in a multi-vendor environment.
- Strong knowledge of the ITIL framework (ITIL 4 Foundation minimum required; Specialist Create, Deliver & Support an asset) and of ServiceNow incident, major incident, problem and knowledge modules.
- Good functional understanding of enterprise application landscapes (SAP S/4HANA, SAP ECC, order management, integrations) and of how business processes depend on them.
- Excellent writing skills: the ability to produce clear procedures, communications and review feedback that people act on without clarification.
- Facilitation skills and the confidence to run a post-incident review with senior technical participants and hold them to their actions.
- Analytical mindset with the ability to read operational data and turn it into concrete improvement proposals.
- Organization and the ability to manage several problem records and documentation reviews in parallel with shift duties.
- Open to participate in an on-call rotation to support major incidents, but not mandatory.
- Excellent communication skills in English (spoken and written). Knowledge of English is required because you will collaborate with cross-functional global teams, external vendors and managed service providers across BRP's international operations.

ACKNOWLEDGING THE POWER OF DIVERSITY

BRP is dedicated to nurturing a culture that invites, connects, and propels the ambitions of people of all backgrounds, profiles, beliefs, and experiences. Ultimately, the diversity and uniqueness of our people fuel our ingenuity and set the course for the path ahead!

For this reason, we value diversity and we strive to always push each other forward to build an inclusive workplace where every employee feels like they belong, where they can grow and find meaning.

WELCOME TO BRP

We’re a world leader in recreational vehicles and boats, creating innovative ways to move on snow, water, asphalt, dirt, and even in the air. Headquartered in the Canadian town of Valcourt, Quebec, our company is rooted in a spirit of ingenuity and intense customer focus. Today, we operate manufacturing facilities in Canada, the United States, Mexico, Finland, Australia, and Austria, with a workforce made up of close to 17,000 spirited people, all driven by the deeply held belief that at work, as with life itself, it’s not about the destination; It’s about the journey.

www.brp.com
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LinkedIn @BRP
Twitter@BRPnews
Resumes in English will be preferred.