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Senior Analyst, End User Services – Enterprise Collaboration and Productivity - 29576

Location: DORVAL, QC, Canada
Posting Start Date: May 20, 2022
Posting End Date: Ongoing


Job Description


Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
The purpose of Service Management is to unify Air Canada’s IT services delivery for consistency and quality across its internal and sourced environment to ITIL/ITSM best practices.
Manage service desk and end user environments to ensure successful availability, continuity and security of the services. 
This position will be reporting into the Manager, End User Services. 
  • Responsible for supporting Air Canada’s Office 365 tenant, including Exchange Online, Microsoft Teams, OneDrive, SharePoint Online, Yammer, etc. to ensure successful availability, continuity, and security of the services.
  • Responsible for guiding the strategy for planning, architecture, design, documentation, and implementation of Office 365 operationalization offerings in line with ITSM processes. This includes the modernization of our service catalog with automation where possible.
  • Streamline and keep licensing models clean and current to save costs.
  • Evaluate and operationalize new collaboration tools as necessary.
  • Ensure adherence to defined organizational processes for continued consistency of IT services delivery.
  • Act as first point of contact into IT organization.
  • Promote use of self service and review service catalogue to reduce service cost & enhance user experience.
  • Responsible for monitoring critical systems, and support resolution of critical/non-critical incidents. Point of contact for level 3 support and escalation for issues relating to Office 365, as well as for contacting Microsoft Premier Support.
  • Manage vendors that support Office 365 and other productivity tools.
  • Support requirement and systems analysis efforts, including translating business requirements.
  • Support business case creation efforts.
  • Handle technology complexity and drive autonomous decision making, as it relates to adoption of technology best practices.
  • Demonstrate significant technical depth to handle strategic technology priorities.
  • Evangelize new, agile forms of working enabled by collaboration toolsets.


  • 3-5 years of IT technology or operations experience in a large company
  • Experience managing Office 365 as a Global Administrator.
  • Proficiency in PowerShell scripting a strong asset.
  • Adaptability and Flexibility - The ability to keep functioning effectively when under pressure and/or experiencing rapidly changing or uncertain conditions, and to maintain self-control in the face of hostility or provocation. Openness to different and new ways of doing things; willingness to modify one’s preferred way of doing things
  • Accountability and Credibility - Takes responsibility for the results and future direction of the organization. Demonstrated concern that one be perceived as responsible, reliable, and trustworthy
  • Customer Orientation - Demonstrated concern for satisfying one’s external and/or internal customers
  • Results Orientation - Focusing on the desired result of one’s own or one’s unit's work; setting challenging goals, focusing effort on the goals, and meeting or exceeding them
  • Analytical Thinking - Approaching a problem by using a logical, systematic, sequential approach
  • Interpersonal Effectiveness - The ability to notice, interpret, and anticipate others’ concerns and feelings, and to communicate this awareness empathetically to others
Conditions of Employment:
  • Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.
Linguistic Requirements

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.