ITSM Operations Analyst

ABOUT THE ROLE

The Apex Support Analyst provides hands-on technical assistance and operational support within the Apex support team to maintain the availability, performance, and reliability of Apex applications and related systems. This role focuses on executing incident resolution, processing service requests, and applying ITIL and Agile best practices on a daily basis. By actively collaborating with development, infrastructure and business teams, the support analyst contributes to efficient, proactive problem-solving to protect business continuity, elevate the user experience, and ensure Apex solutions consistently align with the organization's operational and strategic objectives.

Apex by Command Alkon is the application for the integration of every quote-to-cash business process for the aggregate and asphalt in the heavy construction materials industry. There are about 280+ aggregates / asphalt sites across North America

WHAT YOU’LL ACCOMPLISH

• Collaborate within the Apex support team to provide timely and effective resolution of incidents and service requests, contributing directly to system availability and business continuity.
• Execute and track support tickets and enhancement requests daily using ITIL and Agile methodologies, optimizing individual response times and workflows to meet team performance standard
• Monitor application performance and proactively identify improvement opportunities, to prevent recurring issues and enhance system reliability.
• Collaborate with development, infrastructure and business teams to ensure alignment between technical solutions and business requirements.
• Establish and maintain documentation standards for configurations, processes, and issue resolutions, to facilitate knowledge transfer and process efficiency.
• Track and report on established KPIs and SLAs for Apex support operations, identifying areas for continuous improvement to maintain service effectiveness.
• Adhere strictly to security, SOX compliance and quality standards in all daily support activities, protecting data integrity and ensuring full alignment with corporate governance requirements.
• Adhere strictly to all health, safety and environmental policies in all work environments, proactively maintaining a safe workspace and consistently exhibiting safe behaviors in daily operations.                                                         

RESPONSIBILITIES & TASKS

• Create technical documentation around new and established processes and procedures.
• Actively engage in project assignments, including defining and leading project tasks to ensure adherence to budget, schedule and scope
• Participate in the evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations.
• Contribute to ITSM Knowledge Base.
• Participate in training to continue to develop key functional and technical skills and improve business acumen.
• Communicate frequently with Management, working to develop personal skills and abilities.
• Consistently meet assigned project deadlines in an agile and rapidly moving environment.
• Ensure compliance with all Health and Safety policies and initiatives outlined in the Health and Safety manual.
• Be available after hours for critical issue resolution.
• Escalate issues appropriately and within established timelines to minimize business impact and consistently maintain service levels.
• Maintain a strong sense of urgency and individual accountability when responding to incidents, service disruptions, and escalations.
• Execute any other support-related responsibilities assigned by the direct supervisor.

WHAT WE’RE LOOKING FOR

Education: Bachelor’s degree in Systems Engineering, Computer Science, Information Technology, or a related field.

Additional Education Preferred:

Field of Study Preferred: Information systems, Project Management

Required Work Experience: 3 to 5 years of experience in IT application support, system administration, or software development, including at least 1 to 2 years of hands-on experience with APEX and leadership or team coordination responsibilities.

Required Training/Certifications: Apex, database administration or IT service management will be considered an asset   

Required Technical Skills:

• In-depth knowledge of Apex development and administration, including performance tuning and troubleshooting.
• Strong understanding of Databases (PL/SQL, schema design, security, and integrations).
• Knowledge of system monitoring tools, application logs analysis, and root cause investigation.

Travel Requirements: 20% of time spent away from the job’s regular worksite. Overnight travel may be required

Additional Requirements:

• Ability to communicate openly and effectively with senior management, Business Units management, with other IT managers, with staff, and with many diverse constituencies
• Ability to work decisively under heavy workload considering the criticality, urgency and extended
• work hours required to ensure availability of the service in accordance to service level commitments
• Ability to manage multicultural and multi-located teams
• High willingness to drive transformation and service improvement
• Strong customer / end-user / client service orientation
• Highly self-motivated and directed
• Keen attention to detail
• Capability for problem solving, decision making, sound judgment, assertiveness
• Successful candidates must adhere to all safety protocols and proper use of Amrize approved Personal Protection Equipment ("PPE"), including but not limited to respirators. Employees that are required to wear respirators must be clean shaven where the respirator seal meets the face in order to pass the qualitative and quantitative fit tests