Choose a workplace that empowers your impact.
Join a global workplace where employees thrive. One that embraces diversity of thought, expertise and passion. A place where you can personalize your employee journey to be — and deliver — your best.
We are a leading global real estate investor, developer and manager. We combine our capital with our capabilities to create real estate that strengthens economies and communities. By prioritizing people, partnerships and places, we generate meaningful returns for OMERS members, enhance value for our capital partners and create a brighter world for our customers.
Join us to accelerate your growth & development, prioritize wellness, build connections, and support the communities where we live and work.
Don’t just work anywhere — come build tomorrow together with us.
Know someone at OMERS or Oxford Properties? Great! If you're referred, have them submit your name through Workday first. Then, watch for a unique link in your email to apply.
In this role, you will ensure proper operation of all End User Computing technologies. This includes receiving, prioritizing, documenting and actively resolving end user incidents and requests and escalating incidents appropriately to maintain Service Level Agreements (SLA’s). The Analyst, User Success will provide support remotely, and in person where required. Resolution of incidents will involve the use of diagnostic tools and IT Service Management (ITSM) tracking tools. The Analyst, User Success will apply proven communication, analytical and problem-solving skills to help identify, communicate and resolve incidents and provide necessary education of proper use of IT systems.
You will be a key member of an engaged, high-reaching team—part of a world-class, winning culture that prioritizes people development and focuses on long-term growth. We take great pride in leading the industry by earning respect through every interaction, every day. We go above and beyond to protect and grow relationships by anticipating needs, being honest and considerate, and valuing customers as genuine partners.
As a member of this team, you will be responsible for:
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Field incoming requests to the Service Desk via telephone, e-mail, web and in person requests to ensure courteous, timely and effective resolution of end user issues
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Document all pertinent end user identification information for asset management and support purposes including name, department, contact information and nature of problem or issue
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Escalate incidents, when required, to the appropriately experienced analyst
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Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
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Access knowledge bases and FAQ resources on the Internet/Intranet and ITSM system to aid in problem resolution
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Be available to work rotating schedules if needed, which may include evenings, weekends, and holidays
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As scheduled, participate in on-call rotation
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Participate in Operational activities such as but not limited to Knowledge Management, Operational Readiness, Quality Assurance, reporting and Strategy Development
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Coordination of enterprise change management as required
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Participate in test plans where applicable.
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Contribute the building KB database
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Participate in other assigned duties as required
To succeed in this role, you have:
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Post-secondary degree or diploma in computer science or computer-related studies
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Certified in ITIL foundations, with intermediate level instructions ideally working towards expert certification
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1-2 years of work experience supporting Microsoft (Windows 10)/MacOS desktops/laptops
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Have experience supporting Office 365 and SharePoint
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Have experience supporting modern mobile platforms (iOS/Android)
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Have experience with enterprise change management
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Have experience supporting virtual environments (VM Horizons)
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Have used ServiceNow or any equivalent Service Desk/Contact Centre ticketing system
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Have experience supporting virtual collaboration solutions (Cisco WebEx, Microsoft Teams)
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Understand network topology and can diagnose base level network issues
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Thrive in organizations that constantly evolve and adapt
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Embrace collaborative sharing of knowledge within a teamwork environment
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Are driven to achieving results and continuously striving to deliver the highest performance through creative thinking
Additional Duties:
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Review SD processes/procedures and identify opportunities for improvements and efficiency; update management on findings by way of a report and work to implement changes
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Develop KB articles and training packages for the team in new/enhanced process/procedures
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Conduct monthly meeting with the team
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Drive continuous improvement with a focus on automation and efficiency
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Delegate tasks where required ensuring team is aware of outcomes and deliverables; report to management if deadlines may slip and provide remediation steps to mitigate risks
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Handle escalations when necessary
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Review all draft communications, making modifications where required and share with management for review
We believe that time together in the office is important for OMERS and Oxford, the strength of our employees, and the work we do for our pension members. In delivering on our pension promise, keeping us connected to our work and each other, our flexible hybrid work guideline requires teams to come in to the office 4 days per week
Oxford's purpose is to strengthen economies and communities through real estate.
Our people-first culture is at its best when our workforce reflects the communities where we live and work — and the customers we proudly serve.
From hire to retire, we are an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process that extends all the way through your employee experience. This sense of belonging and connection is cultivated up, down and across our global organization thanks to our vast network of Employee Resource Groups with executive leader sponsorship, our Purpose@Work committee and employee recognition programs.
Top Skills
What We Do
Founded in 1962, OMERS is one of Canada’s largest defined benefit pension plans, with $133.6 CAD billion in net assets as of June 30, 2024.
With employees in our offices in Toronto, London, New York, Amsterdam, Luxembourg, Singapore, Sydney and other major cities across North America and Europe, OMERS invests and administers pensions for over half a million active, deferred and retired employees of 1,000 municipalities, school boards, libraries, police and fire departments, and other local agencies in communities across Ontario
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