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Analyst, IT Service Management - Core OS, Deployment, Endpoint Management - 24835

Location: DORVAL, QC, Canada
Posting Start Date: Jan 13, 2020
Posting End Date: Jan 20, 2020


Job Description


Are you passionate about reaching new heights, teamwork and making a meaningful contribution? Do you picture yourself as a valued member of an industry-leading organization? If you answered yes to these questions, Air Canada is seeking enthusiastic individuals to join the diverse and vibrant team working together to lead the growth and expansion of Canada’s flag carrier.

Reporting to the Manager, End User Computing & Mobility, the Analyst, IT Service Management - Core OS, Deployment, Endpoint Management is a key role in the End User portfolio as Air Canada undergoes its digital transformation. The incumbent develops, delivers and maintains applications/systems as per desired technology architecture and business requirements while ensuring highest quality of end-products through introduction of new tools, technology and practices for evolution of processes & optimization of applications.

  • Ensure adherence to defined organizational processes for continued consistency of IT services delivery
  • Manage IT services catalogue on a continued basis, by working closely with IT Service Owners
  • Act as first point of contact into IT organization
  • Management of endpoints via Mobile Device Management tools (Intune, SCCM, Jamf, etc.)
  • Core OS management (Base configuration & Security policies)
  • Configure complex installations and quickly resolve all defects found within the installation
  • Support Project Management through planning, monitoring & delivery phases
  • Collaborate with cross-functional teams to solve development constraints and deployment issues
  • Maintaining and updating technical documents and procedures
  • Maintains data standard and security measures through the implementation of information technology plans, policies, and standards
  • Evaluate existing and/or new applications on their UI (User Interface) and UX (user experience) effectiveness
  • Create wireframes, storyboards, user flows, process flows and site maps to effectively communicate interaction and design ideas
  • Work closely with a relevant stakeholders to collect and use information for improved operational performance
  • Reviewing and analyzing data from multiple internal and external stakeholders
  • Communicating analysis results and making recommendations to relevant stakeholders
  • Provide support for the business analysis and technology/business integration efforts
  • Analyze technology trends to determine impact to the achievement of business goals
  • Conduct requirement and systems analysis and translate business requirements
  • Participate on agile teams
  • Support in creating business cases
  • Support Planning and monitoring processes
  • Provide management with economic impact and compliance issues surrounding key business decisions
  • Support definition and maintenance of methods, techniques and calculations for identifying ways to improve business/technical processes


  • A relevant University degree/technical certification, and/or relevant experience commensurate to the role
  • 3-5 years of IT technology or operations experience in a large company
  • Demonstrates openness and willingness to adapt to different and new ways of doing things
  • Takes responsibility for the results and actively participates in the future direction of the organization
  • Knowledge of Microsoft SCCM an asset
  • Knowledge of Microsoft Intune (MDM) an asset
  • Knowledge of Jamf (MDM) an asset
  • Knowledge of Apple MAC OS X an asset
  • Ability to work effectively under pressure and in rapidly changing environments or uncertain conditions, and to maintain self-control in the face of hostility or provocation
  • Demonstrates openness and willingness to adapt to different and new ways of doing things
  • Takes responsibility for the results and actively participates in the future direction of the organization
  • Demonstrates concern for satisfying one’s external and/or internal customers
  • Focuses on the accomplishment of the team’s and unit’s work; sets challenging goals and meets or exceeds goals
  • Works cooperatively with others on a team
  • Approaches a problem by using a logical, systematic, and sequential approach
  • Ability to notice, interpret, and anticipate others’ concerns and feelings, and to communicate this awareness empathetically to others


Based on equal qualifications, preference will be given to bilingual candidates.
Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.


As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.


Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.