Service Delivery Analyst (12 Month Term)

January 10 2022
Categories Information Technology, Programming, Development, Networking, Analyst, Information technology
Chalk River, ON

The role of the Service Delivery Analyst is to ensure that CNL internal business partners can effectively and efficiently use technology to deliver CNL services and products. Key deliverables of incumbents who work in CNL's Service Delivery Analyst role include:

  • Providing a single point of contact and resolution for all IT related incidents, and service requests for a broad range of business applications, and technology, including PC's, printers, peripherals, switches, wireless devices, collaboration, conference rooms and all IT services.
  • Delivering support to CNL sites and projects via phone, technology, or desk side to resolve user request.
  • Deploying and upgrading client side applications and technology.
  • Working/Leading cross functional teams to evaluate, plan, and deliver new client side technology and improve processes. Elements of Accountability/Factors


  • Works closely with vendors to identify and resolve large-scale issues with new technology, e.g. VISTA.
  • Works closely with vendors and purchasing to define hardware standards, obtain pricing and evaluate feasibility with CNL
  • Works with vendors to ensure service levels are maintained as per contract.
  • Identifies, analyzes and resolves system-wide or systemic problems. These problems are often complex and tend to have many variables and affect many users across CNL.
  • Problems are unique and include:
  • o Resolving technical issues across broad base of power users (e.g. Engineering tools, 64-bit, SolidEdge performance)
  • o Missing Blackberry calendar entries (e.g. Disappearing calendar entries, which involves Exchange, BES, Windows XP, Outlook and Blackberry).
  • o Large scale warranty issues
  • Identifies root cause, documents solution and potentially creates an automated solution, e.g. compliance issue with user id expiry solved with automated solution to notify managers.
  • Creativity and innovation are a regular part of this position.
  • Incorporates industry best practices and new technology into the CNL desktop environment, e.g. consolidating print environment to reduce support effort.
  • Defines and creates IT processes, procedures or company wide enhancements (e.g. new login script, service pack upgrade) for manager review to address as wide a variety of unique circumstances as possible. Requires technical judgment to assess impact of recommendations and decisions.
  • Provides technical input into strategic plans.
  • Occasionally required to lead/supervise team members.
  • Required to take all CNL safety training to the level of all team members to be supervised


  • Minimum of College diploma - 3 yr. Information Technology (focus on Network Technology and/or software development/ application focus) with Co-op OR graduation from an equivalent relevant IT formal education program and a minimum of 1 years pertinent technological experience.
  • Relevant technical certification(s), such as A+ certified on hardware or a Cisco Certified Network Analyst (CCNA), Microsoft Certified Professional (MCSE); or Microsoft Certified application support.


  • Four or more years of related and/or progressive experience

Abilities and Skills

  • Ability to understand and synthesize technical issues into a workable solution to a CNL group.
  • Must be able to handle multiple requests and prioritize work in a diverse and complex environment.
  • Ability to conduct research into a wide range of computing issues.
  • Advanced knowledge of personal computer operating systems hardware and peripherals.
  • Understanding of engineering related applications.
  • Knowledge of ITIL driven environment and working knowledge of ITIL principles and processes.
  • Ability to understand and synthesize complex technical issues into a workable, deployable solution across the organization.
  • Problem management skills
  • Effective organizational and time management skills for coordinating and/or participating in Integration projects.
  • Extensive knowledge of personal computer operating systems, hardware, peripherals and specialized CNL applications.
  • Extensive knowledge of various network servers and systems including network protocols.
  • Experience with ITIL driven environment and working knowledge of ITIL principles and processes.
  • Demonstrated expertise in one or more areas, e.g. video-conferencing, specialized user groups, PC hardware trends and equipment, vendor management, Windows Architecture, etc
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