IT Support Analyst - Hybrid

requirements in Canada.

Advantages
Communication & Working Relationships
List the key Stakeholders that the job is responsible for communicating with on a regular and on-going basis, an example of
the typical communication, and whether the contact is internal or external.
Stakeholder Example Internal / External

User Base

 Prepare and lead regular information sessions with the local
functional teams.

Internal

Project Teams  Lead requirements session with cross functional project

team

Internal/External

Global IT teams  Regular interface with IT Cluster Lead regarding service

performance.

Internal/External

Software/Hardware  Work effectively with Mundipharma’s software and External

3

Vendors hardware vendors in Canada
5. Reporting Relationships
The table below details the number of direct reports supervised by the job, their titles, and the total number of indirect
reports reporting into the job.

Responsibilities
Key Responsibilities
The table below details the 4 to 5 key responsibilities of the job. These responsibilities represent the major areas of work
performed and are not an exhaustive list of all tasks. Please list responsibilities in order of frequency, starting with the
responsibility that requires the most amount of time.
Key Responsibility

1
Operational Support:
 Provide IT support for all employees in Canada, including office and field staff
 Accountable for the resolution of all IT incidents and requests within the SLA
 Support video conferencing equipment
 Collaborate with the global IT Service Desk
 Collaborate with the global EITSS team

2
Global IT Collaboration
 Understanding of global IT strategy and local business strategy and communicating this locally
 Understand and help guide the Canadian market technology initiatives and demand and
collaborate with global IT to deliver on the agreed strategy and local requirements
 Adherence to global IT Operating procedures/processes
 Partner with the global systems owners to support technology solutions

3
Management of local IT Resources and Processes:
 Support the management of IT related devices/software or equipment for the Canadian
business
 Ownership of IT Asset Inventory Management process end to end. This includes ensuring local
IT asset inventory is current and maintained and managing end of life cycle

4 Supplier Management:
 Responsible for the procurement of IT resources in Canada
 Collaborate with global IT procurement sourcing team to identify opportunities to transition to
global or multi country contracts
 IT Inventory Management and ensuring that equipment is available as needed to support
business needs
 Liaison with Procurement and research on best in market and cost-effective technology options
 Maintain strong relationships with local IT suppliers, working to ensure cost effectiveness of

2

products and services
 Follow up with vendors on invoicing and payment matters

Qualifications
Qualifications
The table below details the minimum levels of education and experience, as well as the minimum and preferred
qualifications, certifications or designations required to complete the job.

Minimum Required: Preferred:

Education  Community College Diploma  Bachelor of Science – Computer Science

Experience

 Strong IT Technical knowledge
within own specific domain

 Strong IT Technical knowledge across
other relevant domains
 Pharmaceutical Industry Experience

Certifications or
Designations

  ITIL® V3

Knowledge and Skills

 IT Desktop Support
 Hardware Support
 Video conferencing support
 Familiarity with and experience of adhering to, the quality principles of GxP
 Understanding of business and IT
 Autonomous working: working at own initiative, with some oversight and input,
to deliver expected outcomes
 Relationship Building: Proven ability to build and maintain credible partnerships
with stakeholders and become established as trusted and respected IT advisor
 Clear communication: Proven ability to communicate effectively with individuals
and groups at all levels of an organization, written or verbal form, in all settings.
 Excellent people and interpersonal skills.

Summary
Working Conditions
Please indicate any working conditions beyond a normal office environment, including the type of condition (e.g. exposure
to heat/cold/noise/fumes, restricted movement, frequent travel) and the frequency experienced.
 Physical strain involving exposure to computer monitors for long period of time
 Some weekend and evenings support

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.