OnX is a leading technology solution provider that serves businesses, healthcare organizations, and government agencies across Canada. OnX combines deep technical expertise with a full suite of flexible technology solutions—including Generative AI, Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, OnX delivers comprehensive technology solutions for its clients’ transformative business initiatives. For more information, please visit www.onx.com.

The Service Operations Analyst I plays a critical role in supporting day-to-day service delivery operations. This entry-level role is responsible for monitoring service performance, handling incident and request workflows, maintaining documentation, and assisting with operational reporting to ensure consistent, high-quality service to internal and external customers.

Essential Functions

Monitor service delivery queues, ensuring timely assignment and resolution of incidents, service requests, and changes.
Review and validate service tickets for accuracy, completeness, and adherence to established processes.
Generate and distribute operational performance reports, identifying trends or recurring issues.
Escalate service disruptions or risks to appropriate stakeholders in a timely manner.
Assist in root cause analysis and problem resolution for recurring incidents.
Maintain and update service operations documentation, workflows, and knowledge base articles.
Support service improvement initiatives by gathering data, documenting processes, and participating in process review sessions.
Collaborate with cross-functional teams including Service Desk, Infrastructure, and Application Support to ensure smooth service delivery.

Required Qualifications

Associate’s or Bachelor’s degree in Business, Information Technology, or related field; or equivalent work experience.
1+ year of experience in a service operations, service desk, or IT support environment (internships or co-op experience accepted).
Basic understanding of ITIL or service management principles.
Strong organizational skills and attention to detail.
Effective written and verbal communication skills.
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

Preferred Qualifications

Experience with IT service management (ITSM) tools (e.g., ServiceNow, Remedy, Jira Service Management).
Basic data analysis skills using Excel, Power BI, or similar tools.
ITIL Foundation certification.

Key Competencies

Analytical Thinking: Ability to identify patterns, analyze data, and propose solutions.
Customer Focus: Commitment to delivering a positive customer experience.
Collaboration: Works effectively across teams to achieve goals.
Adaptability: Handles changing priorities in a fast-paced environment.

Work Environment

Standard remote work setup.
May require occasional after-hours or on-call support based on business needs.

Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.