Canadian Bank Note Company (CBN) is a trusted leader in secure technology solutions for governments and businesses worldwide. The company operates across various business domains, including currency production, border security, civil identity, driver identification and vehicle information, excise control, lottery and charitable gaming.

Our 7 Core Principles shape and guide our corporate behaviours and underpin the sense of community you will experience at CBN. We pride ourselves on fostering a supportive and collaborative work environment, where employees are valued for their contributions and encouraged to grow professionally.

At CBN we seek long-term relationships with our employees and recognize and reward them with a competitive total compensation package that includes:

• An industry-leading defined contribution pension plan with company matching contributions (up to 5%) and payment of service fees;
• Best-in-class health, medical, and life insurance benefits;
• Access to virtual and telehealth services and apps; and
• Very progressive fertility, adoption, and surrogacy benefits to support all definitions of family.

Internal Job Title: Service Desk Analyst

Job Type: Permanent, Full-Time

Location: 18 Auriga Drive, Ottawa ON

Work Model: Hybrid

Position Summary

As a Service Desk Analyst in our International Service Delivery group, you will support the maintenance and optimization of systems within our organization. You'll analyze user requirements, troubleshoot issues, and implement solutions that enhance efficiency and productivity. This position will help ensure that our customer support operations run smoothly and effectively.

Responsibilities

Customer Support & Issue Management

• Receive inbound customer inquiries (calls/emails) related to system issues, document them in our internal ticketing system and maintain communication with the customer through to resolution.
• Escalate issues beyond your technical capabilities to the appropriate internal resources, providing detailed documentation regarding the issue itself and all actions taken to date.

Monitoring & Incident Response

• Investigate alerts and notifications from different monitoring and logging sources.
• Work with our SOC and NOC to make sure that the systems are working as intended and making sure that incidents are acknowledged by the proper resources.

Access & Security Management

• Take responsibility for controlling and securing user access to systems, applications, and data.

Knowledge Management

• Contribute to/update internal technical troubleshooting guides, capturing details of actions taken to resolve issues.

Change Management

• Participate in the Change Advisory Board (CAB) meetings.

Knowledge, Skills and Experience

Education and Knowledge

• Bachelor's degree in Computer Science, Information Technology, or related field or an equivalent combination of relevant education and additional work experience
• Knowledge of the following:
  • Windows and Linux operating systems
  • Active Directory and common enterprise tools
  • Basic network connectivity concepts (IP, DNS, DHCP VPN)

Technical Environment (required skills)

• O/S: Linux, Windows
• Hardware: Workstations, Peripherals, Servers, etc.

Technical Environment (skills that are assets)

• Scripting: Python, Powershell, Bashscript
• Containerization: Docker, Kubernetes
• Monitoring: Prometheus, Centreon
• Configuration Mgmt.: Puppet, Chef, Terraform
• Cloud: Azure/AWS

Soft Skills and Competencies

• Critical thinking skills
  • Analytical thinking and problem-solving
• Interpersonal skills
  • Communication, teamwork and collaboration
• Organizational/time management/prioritization skills
• Growth mindset

Experience

• 1-2 years in a service desk, IT support or related technical role is an asset
• Experience with IT service management (ITSM) platforms is an asset

Mandatory Requirements

Language: Fluency in English (reading, writing, speaking)

Canadian Bank Note Company (CBN) is committed to fostering a diverse and inclusive workplace where all employees are treated with dignity and respect. We are proud to be an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected status.

We provide equal employment opportunities to all individuals, including women, Indigenous Peoples, persons with disabilities, visible minorities, and members of the 2SLGBTQ+ community. Our commitment to equity extends to all aspects of employment, including recruitment, hiring, promotion, compensation, benefits, training, and development. As part of our commitment to providing an inclusive, barrier free selection process, we ask that if you are contacted regarding the competition for this position, you advise the interview coordinator or any accommodation measures you may require.

At CBN, we value the unique perspectives and experiences that each employee brings to our organization, and we are committed to maintaining a workplace that reflects the diverse communities we serve. We believe that diversity and inclusion drive innovation and success, and we strive to create an environment where every employee can thrive and contribute to our collective goals.