Service Operations Analyst

SysGen Solutions Group is a fast-growing, award-winning company that believes building the best experience for our employees and clients is what makes a company great. We are a group of hard-working, result-oriented people focused on disrupting the I.T. industry by continually elevating the I.T. experience.

We invest in our people and drive innovation. We are incredibly proud of our national and international recognitions and awards. Our recognition reflects the dedication of our employees, the continuous investment into our business model, and the support from our clients and technology partners.

A newly created role within our Service Delivery Division, the Services Operations Analyst reports directly to the Vice-President of Service Delivery.  This role is key in connecting and collaborating with SysGen departments and management to provide timely and accurate operational reporting and support.  Highly organized and customer service driven, you will collect and analyze operational data, create reports, generate documentation, reconcile service billing, and make recommendations to streamline operational workflows and create efficiencies.  You can build strong internal and external relationships, and effectively communicate with stakeholders and colleagues through presentations and contributing your knowledge in meetings.    

A Career at SysGen Solutions – Perks & Benefits – What’s in it for you?

  • Professional Training: Paid-for courses to meet your career development goals.
  • Distinctive Compensation Program: The base salary and variable compensation program allow you to drive your annual income.
  • Culture of Health & Wellness: We believe that work-life balance is important – when you have time to refresh with family and friends, you are more energized and engaged in everything you do.
  • Diversity & Inclusion: Collaboration & Relationships are two of our Guiding Principles because we know the energy and ideas generated from diverse experiences and talent work together to create optimal solutions.
  • President’s Club for ALL Employees: SysGen recognizes employees from every department who go above and beyond with an all-expenses-paid trip to a fun destination. Last time it was Mexico!
  • Unique Double Dip Program: Double your vacation time with a payout option at the end of the year!
  • Group Benefits Plan: A comprehensive plan to cover your and your family’s needs.
  • Award-Winning Culture: We invest in our people and drive innovation. Here are some of our awards:


Service Operations Analyst – Role & Responsibilities

  • Support the Service Delivery Vice-President in operational activities to achieve optimum efficiency in daily operations
  • Collect operational data; review, analyze and create reports for senior management to support critical business decisions.
  • Make recommendations for process improvement, including implementation of SysGen’s IT Governance Program
  • Confidently present and discuss key metrics and results with the senior management team
  • Gain expert understanding of current and future business processes
  • Report on operational dashboard and goals. Work with the team to develop a monthly cadence for relevant metrics by consolidating communications and existing reports
  • Define and document project management best practices
  • Understand and interpret revenue and expense implications of operational processes
  • Identify, evaluate, and quantify process improvement opportunities; present key findings and propose improvement recommendations
  • Provide information and assist Field Services Managers with IT budgeting and cost control
  • Ensure that relevant IT documentation is maintained and up to date
  • Establish a good working relationship with users and other sources of support and assistance
  • Provide regular reporting on professional services KPI’s including project progress against scope and various billability metrics


Service Operations Analyst – Education / Skills / Knowledge

  • 3+ years’ progressive experience as an operational analyst in a managed services organization
  • ITIL Foundations certification required; or aspiring to achieve
  • Knowledge of Service Management operations including strong knowledge of IT best practices, industry trends, and customer service
  • Proficient in M365 Suite
  • Experience with ConnectWise Manage an asset
  • Bring a positive solution-focused attitude to daily tasks and challenges
  • Excellent written and verbal communication skills
  • Great listening skills with a respectful communication style
  • Ability to contribute positively in a fast-paced, high-energy environment
  • Capable of leading change
  • Customer service driven; you pride yourself on delivering high quality, professional results
  • Success-driven and highly organized
  • Motivated problem solver; curious to understand customers’ current workflows and pain points
  • Possess a growth mindset; always seeking to learn new things
  • Tech-savvy, capable of figuring things out on your own, but not afraid to ask questions
  • Ability to effectively work individually or in a team environment
  • Capable of managing multiple projects simultaneously, and juggle changing priorities
  • Demonstrated ability to show initiative and accept ownership of projects
  • Proven ability to use problem-solving skills to resolve client issues


SysGen employees are guided by our 8 Guiding Principles:

Collaboration                                        Communication

Consistency                                          Expectations

Innovation                                             Integrity

Relationships                                        Responsibility

SysGen follows the principles of equal opportunity, diversity, and inclusiveness regarding our hiring and promotion procedures.


SysGen follows the principles of equal opportunity, diversity, and inclusiveness regarding our hiring and promotion procedures.