IS End User Services Senior Analyst

Overview:

Pembina Pipeline Corporation’s Calgary office is recruiting for a Senior Analyst, IS End User Services, to join the team. This position reports to the Manager, IS End User Services in the Information Services Unit, (ISU), part of Pembina’s Corporate Services Division (CSD). 

Job Opportunity

Pembina’s IS End User Services team is a trusted partner dedicated to providing a variety of technologies that enable employee productivity.  We support collaboration technologies, end user laptop and mobile devices, productivity software and print devices, with a focus on employee experience through exceptional customer service and proactive support.

Responsibilities may include but not limited to:

• Support Pembina’s safety culture of "Zero by Choice" and the “Life Saving Rules”. To read more about our Life Saving Rules, visit pembina.com/safety;
• Providing exceptional customer service to our end users, understanding business priorities, and assisting with designing and improving our support processes;
• Setting support processes, knowledge guides, training, and monitoring service provider in delivering Tier 1 support services;
• Supporting meeting room technologies (primarily Microsoft Teams Rooms, with Logitech equipment, some Crestron), working closely with our Meeting Room Concierge to ensure Pembina meeting rooms are healthy, and large/townhall events are well supported;
• Using ServiceNow, act as an escalation point for members of our End User Services, Deskside Support, and Service Desk teams, to assist with complex issues, or to help find enterprise level solutions when we are hearing something is impacting our end users;
• Drive innovation in Self-Service technologies (ie. Microsoft Co-Pilot, ServiceNow, Moveworks, Power Apps), and Collaboration, Deployment, and Cyber compliance related technologies, leveraging modern endpoint management solutions;
• Prepare documentation for our end users to use to allow for self-service;
• Administer user and computer accounts through centralized management platforms (Intune, Teams, Active Directory, Entra, Exchange, Microsoft 365, Azure Virtual Desktops, OneDrive, Tanium);
• Support technologies that enable our end users to work from anywhere (AutoPilot, Azure Virtual Desktops, TeamViewer, Intune), focusing on reliable and consistent delivery;
• Work with multiple teams in the Information Services Unit to drive incident resolution (Service Management, Infrastructure, Cybersecurity, Application Sustainment, and our Deskside and Service Desk teams);
• Ensure timely coordination and communication to Pembina staff via IS Notification, and assisting with the support of AppSpace/Digital Signage;
• Prepare deployment options for both operating systems (ie. Autopilot) and applications (Intune, Tanium), focusing on reliable delivery, enabling Pembina staff to work from anywhere;
• Build strong vendor relationships with our key technology (Microsoft, Logitech, Crestron) and Service partners (WBM Technologies), to continue to evolve those partnerships to continuously improve the services we provide, including regular governance reviews and evaluating new technologies;
• Follow Pembina’s Change Management procedures whenever preparing for any end user device deployments, ensuring deployments are full tested, documented and backout plans prepared;
• Assisting with various projects that require and End User Services analyst to be a part of.  Ensuring we are delivering our requirements on schedule, and leveraging the various Information Services teams to support as we bring in new staff, devices, technologies into our environment; and  
• Participate and support an equitable, diverse, and inclusive workplace.

Qualifications:

• A Computer Science or equivalent Information Services Professional related technical certification (Microsoft 365 Modern Desktop Administrator Associate and/or Microsoft 365 Teams Administrator Associate would be considered an asset);
• Experience administering in Active Directory, Exchange, Entra, Intune, Teams;
• Experience with modern device deployment technologies (Autopilot, Intune);
• Experience managing endpoint devices via Intune, including policy management and patching;
• Experience working with Microsoft Premier Support, App Assurance team, and other vendor support teams;
• Experience working in the Oil and Gas industry would be considered an asset; and
• Strong troubleshooting/problem solving skills, as well as both written and verbal communication skills are important for communicating with end users, documenting support articles for other IS support teams, and engaging with various IS teams to collaborate on solutions is key.

We offer competitive compensation; including base plus incentive bonus, pension & savings plans, health benefits, employee development programs to support personal development and career progression and, a hybrid work arrangement, in an environment that is equitable, diverse, and inclusive.