IT Operations Analyst

BC Hydro

View: 114

Update day: 08-02-2024

Location: Burnaby British Columbia

Category: Information Technology


Job type: Full-time, Permanent

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Providing clean electricity to 4 million customers takes a diverse workforce and that’s where you come
in. We need your talent to help us build major projects to meet growing demand. To help our
customers find clean energy solutions for their homes and businesses and to be ready to respond
during storms and outages to keep our system reliable.

Working for BC Hydro is meaningful. And now, the stakes have been raised as we work towards a
solution to climate change while safely providing clean, affordable electricity to our customers.

We offer a healthy work life balance, training opportunities and career progression. We’re proud to be
ranked as one of B.C.’s Top Employers and one of Canada’s Best Diversity Employers. Join us as we
build an even cleaner B.C.


  • Leads the implementation of new enterprise-wide IT Service Management (ITSM) tools,
enhancements or software releases. Assesses potential impacts on ITSM, integration with other
systems/applications and existing processes. Carries out user acceptance testing to ensure there
are no system/application integration issues.

  • Conducts business system analysis of ITSM tools to identify opportunities for new tools or
enhancements to support the effectiveness and efficiency of Information Technology Infrastructure
Library (ITIL) process implementation. Works with stakeholders to: gather current state of
processes; perform systems needs and gap analysis; prepare cost/benefit analyses; and propose
technical solutions for business review.

  • Responds to escalated ITSM problem requests from the Business Application Support Desk.
Identifies root causes and solutions to ensure ITSM integration with other systems/applications,
system controls and procedures are corrected. Escalates unresolved software issues to vendor for
further investigation and resolution.

  • Works with business owners and technical team to develop and maintain business processes
and data flows of ITSM integration with other systems/applications. Identifies potential integration
issues, root causes and solutions to resolve integration issues.

  • Facilitates and/or chairs committee and working group meetings to prioritize business processes
and IT solutions by: assisting groups to establish objectives, conduct cost/benefits analyses to
support business case development/expenditure justification; and preparing and distributing
communication updates and other information on project/IT status.

  • Prepares and maintains training materials and conducts formal and informal training sessions on
ITSM operation, enhancements and processes. Provides communication updates on
enhancements and processes to users.

  • Participates in IT Service Transition Planning for IT projects by: providing input/feedback on
project deliverables related to IT support sustainment models; reviewing and recommending
approval of deliverables; and reviewing and updating transition planning related deliverable

  • Provides IT services delivery reporting support to the Technology team. Prepares and maintains
a variety of reports and metrics. Maintains data quality checks. Analyzes and summarizes data
into meaningful insights and recommendations to support Technology management with decision
making. Participates in the evaluation of business intelligence software to enhance reporting

  • Performs duties of a minor nature related to the above duties that do not affect the rating of the


  • Bachelor’s Degree in Information Management or in a relevant field

  • Four (4) years of experience in a Business System Analyst role or similar role where three (3)
years of experience in the process analysis of IT operations has been gained.


  • Diploma in Information Management or in a relevant field.

  • Six (6) years of experience in a Business System Analyst role or similar role where three (3)
years of experience in the process analysis of IT operations has been gained.

  • Information Technology Infrastructure Library (ITIL) Foundation Certificate considered an asset.

  • Experience with IT Service Management (ITSM) tools considered an asset.


This position is affiliated with the Movement of United Professionals union (MoveUP/COPE).

  • A condition of employment for this job is that you maintain the following requirements in good
Driver’s License Type = Class 5

  • This is a hybrid position requiring two days in the office, Tuesday and Wednesday.

  • Experience with ServiceNow is preferred.

  • Experience with Process Swim Lane development using Visio considered an asset.

PN 2018203

We’re always looking for exceptional people to bring new ideas, fresh thinking and the motivation
to help shape the electricity system in B.C. It’s an exciting time to be a part of our team as we
invest in our system and prepare to meet the challenges of tomorrow.

Our values guide our work. Want to join us?

We are safe.
We are here for our customers.
We are one team.
We include everyone.
We act with integrity and respect.
We are forward thinking.

BC Hydro is an equal opportunity employer.

We include everyone. We welcome applications from anyone, including members of visible
minorities, women, Indigenous peoples, persons with disabilities, persons of minority sexual
orientations and gender identities, and others with the skills and knowledge to productively
engage with diverse communities.

We are also happy to provide reasonable accommodations throughout the selection process and
while working at BC Hydro. If you require support applying online because you are a person with a
disability, please contact us at Recruitmenthelp@

Flexible work model role definitions
Our four role types identify the degree of flexibility an employee could have to work from home
based on the type of work they do. The flexibility for an individual job is up to the manager for
each position and the operational requirements. Employees also have the right to work full-time
from the office if they prefer. All of our roles require at least some in-person time.

IBEW/Field – No option to work from home
Resident – Works primarily (4+ days per week) in the office.
Hybrid – May be able to work from home up to 3 days per week.
Remote – Works from home 4+ days per week


Don’t forget to update your Candidate Profile with your current resume and copies of your
certifications. If applicable, include your Trades Qualification. This will ensure we have all the
necessary information to assess your application without any delays.

Date Posted:2023-05-10 Closing Date:2023-05-25

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Deadline: 24-03-2024

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