Sr. Analyst Operational Technology- Bilingual
On-site · Mississauga, Ontario, Canada
Job Summary
Senior Analyst, Operational Technology responsible for supporting OT systems across IT Services, including telecommunications, emergency help/nurse call, access control, and security cameras. Manage incident handling, on-call rotation, and ensure compliance with IT standards while coordinating with vendors and internal teams. Support VoIP/PBX, voicemail, video conferencing, and other integrated systems at both corporate and residence levels; ensure alignment with Chartwell policies and security requirements. Role requires collaboration with service desks, cross-functional teams, and external partners; bilingual (English and French) preferred; travel to Ontario properties and occasional occurrences beyond. Strong background in Unified Communications, telephony, and healthcare IT is expected, with emphasis on customer service and operational reliability.
Required Qualifications
- Minimum 5–7 years of progressive experience in Information Technology Services or end-user support in a multi-site environment
- Direct experience supporting end users in enterprise settings
- Experience with ServiceNow, Yardi, Jira
- Unified Communications / Contact Centre experience with Cisco CUCM, Webex, WxCC
- Experience with Fax Server & Call Recording (XMedius, 2Ring, Calabrio)
- Experience with Legacy Phone Systems (e.g., Avaya IP Office, Toshiba Strata, Panasonic, Mitel, NEC)
- Experience with Emergency & Nurse Call Systems (SARA, Civica/Momentum, Paradox, miAlert, Tunstall, Mircom)
- Mobile & DECT Solutions experience (e.g., iPhone, Avaya IP-DECT, Panasonic, EnGenius DuraFon, Spectralink, NEC, Ascom)
- Telephony Services (SIP Trunking, PRIs, DIDs, POTS)
- Healthcare industry experience is an asset
- PMP or project-related certification is an asset
- Willingness to travel occasionally to properties across Ontario and to other provinces as required
- Bilingual (English and French) preferred
- Strong analytical and problem-solving skills
- Excellent interpersonal and client-service orientation
- Strong documentation and communication skills
- Ability to work outside normal business hours as required
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