IT Service Desk Support Analyst - Level 1​/Operations Support Mgr

Overview

TELUS Agriculture & Consumer Goods is a great place to work. You can see it in our team members. The diversity of the team and their unique contributions set us apart from the competition. Our success is based as much on our future friendly team as the innovative technology solutions we offer. Our team members include people like you – enthusiastic, innovative, passionate, and energetic.

We believe that you'll find our high-performance culture personally fulfilling, professionally challenging and financially rewarding.

Here’s the impact you will make and what we will accomplish together

TELUS Agriculture & Consumer Goods is tackling one of the most pressing social challenges of our time – achieving more efficient production while lowering the impact on the environment. By delivering data insights and technology solutions that empower and connect producers to their consumers, we can improve the quality, safety and sustainability of our food and consumer goods globally.

We offer an unmatched suite of innovative solutions and purpose-built applications for every participant in the supply chain, from ag input manufacturers and farmers through to consumer goods companies and their retail / food service channels. Our solutions enable our customers to optimize their businesses with more accuracy, efficiency and profit to create unified, trusted and sustainable food and consumer goods value chains.

Today we serve the top Consumer Packaged Goods and Agriculture companies across the globe through our acquired and integrated best-in-class solutions, but we are still building awareness of our brand as TELUS in these industries.

The IT Service Desk Support Analyst - Level 1 provides 1st Level Support and monitoring to IT systems and integration solutions.

• Report into the Support Team Leader.
• Salesforce experience a plus.
• Work in a team with other experienced Support Analysts.
• Provide client support and issue resolution via email, telephone, and other electronic medium.
• Work closely with customers, building a good working relationship.
• Create, manage, and resolve support tickets raised against technical issues within agreed time limits.
• Monitor the Cirrus and ICE applications and services, ensuring issues are escalated/resolved.
• Basic troubleshooting of problems with hosted applications/services and client applications.
• Support the roll-out of new applications/customers.

• Troubleshoot existing config and related issues as part of 1st level support.
• Conduct core connectivity tests and gather information for escalation to Level 2 when required.
• Maintain and add to knowledge base documentation.
• Ensure good ticket accuracy (correct account, group, category, sub-category, time entries, contact, and follow-up responses).
• Proactively identify ongoing issues and escalate as needed.
• Communicate effectively with external customers and internal teams.
• Understand XML-related concepts and validate XML when required.
• Familiarity with document formats such as XML, EDI, IDOC and CSV files.
• Base knowledge of Unix/Linux commands and MySQL/database queries.
• Understand XSLT and flat file transforms, with knowledge of related concepts.
• Version control basics (Git, SVN) and ability to deploy changes via ADM.
• Familiarity with transport technologies: AS2, X400, HTTP, SMTP, SFTP.
• Troubleshoot existing config for v2 and v3 Adapters and assist with adapter setup/testing.
• Foundational investigation skills (gathering source data, logs, config, mappings).
• Knowledge of Hub Management and security certificate basics.
• Knowledge of at least one Proagrica web app (e.g., AIMS) and experience with Dashboard Plus and ICE/CALM dashboards.
• Foundational knowledge of JMS and Sonic
  
  MQ (dead letter queues, JMS test client, queues vs topics).
• Identify configuration and mapping issues and understand the flow of messages between systems with some assistance.

What You Bring

• Recent graduate or some previous 1st level experience.
• BS Engineering/Computer Science or equivalent experience required.

• Be highly self-motivated and proactive.
• Strong communication and documentation skills (written and oral).
• Excellent customer service…