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Senior IT Analyst, Customer Service

Job Number:  8101
Group:  Magna Corporate
Division:  Magna IT Canada
Job Type:  Permanent/Regular

Concord, CA

Group Description


At Magna, we create technology that disrupts the industry and solves big problems for consumers, our customers, and the world around us. We’re the only mobility technology company and supplier with complete expertise across the entire vehicle.

We are committed to quality and continuous improvement because our products impact millions of people every day. But we’re more than what we make. We are a group of entrepreneurial-minded people whose collective expertise gives us a competitive advantage. World Class Manufacturing is a journey and it’s our talented people who lead us on this journey.


Role Summary

The Senior IT Customer Services Analyst’s role is to ensure that the performance obligations of in-house computing systems are met and are in line with the standards set by Magna Global IT. This includes gathering and analyzing data in support of systems management, maintenance, and performance. The Senior IT Analyst is also responsible for being the primary IT escalation point for the senior leadership team onsite, generating and compiling reports based on their findings, complete with probable causes and possible solutions to systems issues. This individual will apply proven communication, analytical and problem-solving skills to help identify, communicate and resolve malfunctions and make the appropriate recommendations in order to maximize the benefit of IT systems iinvestments.

Key Responsibilities
  • Provide guidance and/or instruction to all team members
  • Be the IT point of escalation for senior leadership onsite
  • Lead IT projects, audits and ensure security compliance
  • Analyze day-to-day functions and processes of infrastructure, software and database resources to ensure they are performing within predetermined guidelines, limits, and specifications
  • End User Support, ensure that local IT infrastructure is operational and performing well
  • Support project managers, systems administrators, and end users to define systems goals, and identify and resolve systems issues
  • Identify and establish scope and parameters of systems analysis in order to define outcome criteria and measure-taking actions
  • Develop and document research, data retrieval, and data analysis methodologies for use by other personnel
  • Conduct research on hardware and software products to justify recommendations and to support purchasing efforts
  • Create systems and performance models, specifications, diagrams and charts to provide direction to key systems staff
  • Prepare and deliver reports, recommendations, or alternatives that address existing and potential trouble areas in operating systems across the organization
Knowledge and Education
  • Completion of community college (computer science, information science, or management information systems)
Work Experience
  • Minimum of 5 years of work-related experience
Key Qualifications/Requirements
  • Strong customer service orientation
  • Proven experience in IT Operations processes and ITIL
  • Proven experience in end user support
  • Proven experience with Microsoft Office Suite including Office365
  • Extensive knowledge of Active Directory, Group Policy, and Organizational Units
  • Extensive knowledge supporting Microsoft Windows Operating Systems, both Server and Workstation
  • Extensive practical knowledge in importing data for use in report software, spreadsheets, graphs, and flow charts
  • Extensive experience with core software applications, knowledge of Matrix42 and Empirum would be an advantage
  • Excellent analytical, problem-solving, and mathematical skills
  • Excellent written and oral communication skills
  • Excellent listening and interpersonal skills
  • Excellent understanding of the organization’s goals and objectives
  • Knowledge on office information systems, relational database architectures, internet and intranet development
  • Knowledge on VMware Vsphere ESX 4/ESXi 5/5.1/5.5/6.0, vCentre 4/5.5, vMotion.
  • Knowledge on networking technologies of routers, switches, VLAN management, and Wi-Fi
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Ability to conduct research into systems issues and products as required
  • Ability to communicate ideas to technical and non-technical audiences
  • Ability to effectively troubleshoot Local Area Network issues as they arise
  • Logical and efficient
  • Highly self-motivated and directed
  • Keen attention to detail
  • Experience working in a team-oriented, collaborative environment
Work Environment
  • Occasional evening and weekend work to meet deadlines
  • Sitting for extended periods of time
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals
  • Regular overnight travel 0-10% of the time
Additional Information

Accommodations for disabilities in relation to the job selection process are available upon request.

05--Information Technology F--Permanent/Regular 

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