Technical Service Call Centre Analyst

Athabasca University's Cloud Business Office is recruiting for a Technical Service Call Centre Analyst. 

This is a full-time temporary position ending October 14, 2026.


First consideration will be given to internal applicants according to the AUPE Collective Agreement, Article 11.02

 

The Position 

The Technical Service Call Centre Analyst is responsible for resolving IT problems and requests from the AU user community, and for escalating as required to the appropriate IT resource.

The incumbent must have an in-depth broad range of knowledge of AU departments, policies, and procedures, as well as technical and analytical skills. The Technical Service Call Centre Analyst works with other teams to ensure that all technical aspects of the network and the online learning environment are operating effectively.

Qualifications 

• 3 years experience participating in Technical Call Centers or other types of Call Centre and servicing a diverse, remote-based workforce
• AWS Academy Cloud Foundation course completion preferred
• ServiceNow CS – IT Service Management Certification preferred
• ITIL 4 Certification preferred
• Degree or diploma in business, communication, project management, information technology. In lieu of a degree or diploma, additional experience over and above the minimum requirement may be considered
• Excellent written and oral communication skills
• Enthusiastic team member and participant in team issues management
• Knowledge of AWS Connect Call Centre operations and best practices preferred

A detailed job description can be viewed at: Technical Service Call Centre 

 

Contact Information

For more information regarding this role, please contact Ryan Yee, Manager, Technical Service Management, at [email protected].