IT Support Analyst

TEAM LOCAL is hiring

Prospera Credit Union is a community-based, purpose-driven organization that offers our members a full range of financial products and services. As one of the largest credit unions in British Columbia, we help build vibrant, healthy communities, thriving local enterprises and financially empowered people. Prospera is proud to serve communities throughout the Lower Mainland, Fraser Valley and Okanagan.

As an IT Support Analyst, you will
Be responsible for promptly responding to all technical/systems service requests from employees and its subsidiaries, whether via phone or email. Your duties will include performing server, desktop, and peripheral break/fix tasks. In addition to offering remote support, you will also be responsible for providing desktop technical support to our internal customers and subsidiaries.

What you'll do:

• ServiceNow Administration & Configuration: Configuring, maintaining, and optimizing ServiceNow modules, including IT Service Management (ITSM), Customer Service Management (CSM), and more.
• Diagnosing, troubleshooting, and resolving ServiceNow-related technical issues while ensuring timely service delivery and user satisfaction.
• Platform Security & Compliance: Managing user/group access and ensuring data integrity through best practices in platform governance.
• Upgrades & Enhancements: Planning and executing ServiceNow platform upgrades, plugin upgrades, patches, and hotfixes while testing and troubleshooting new releases.
• Platform Performance Management: Managing and tuning platform performance, ensuring optimal response times and system reliability.
• Collaboration & Documentation: Working closely with cross-functional teams to enhance system functionality, documenting system changes, and sharing knowledge with internal teams.
• Training & User Support: Providing end-user training and creating knowledge base articles to improve adoption and self-service capabilities.

What you bring:

• Excellent customer service. interpersonal skills and communication skills, both technical and non-technical.
• Good project support, time management, organizational, analytical, trouble shooting, and problem-solving skills.
• Ability to multi-task in a fast-paced environment.
• Ability to deal with all levels of personnel, build and maintain relationships, exercise discretion on confidential matters and work independently.
• Superior in troubleshooting to rectify any problems that may occur.
• Strong understanding of ITIL concepts and ITSM processes, including Incident Management, Problem Management, Knowledge Management, Release Management,
• Change Management, and Configuration Management.

What We Offer:

Prospera offers a total compensation package of base salary plus incentives that is market competitive and reviewed annually. Our expected starting salary for this role is $60,300.00 to $65,500.00 based on the successful candidate's knowledge, experience and internal equity.

Flexible Work Program for some of our roles - ask us!

Flexible Benefits Program - pick and choose what works best for you.

Defined Contribution Retirement Plan - let's start saving and keep your future in mind.

Vacation, Wellness and "Prosperian" Days - paid time off to support your overall well-being.

Professional development - come grow your career and develop your skills.

A supportive, collaborative work environment- we're proud to be a Great Place to Work certified organization.

Please Note: The successful candidate will be required to complete a background check which include criminal, credit, and reference checks. If you require accommodation during any part of the recruitment process, please let us know.