IT Senior Support Analyst (Onsite Vancouver)

About Boomi and What Makes Us Special Are you ready to work at a fast-growing company where you can make a difference? Boomi, the data activation company for AI, powers the agentic enterprise by bringing data to life across the business. The award-winning Boomi Enterprise Platform is the active data foundation that delivers essential agentic infrastructure enabling organizations to drive agentic transformation and harness the power of AI with secure, scalable connectivity. Trusted by over 30,000 customers and supported by a network of 800+ partners, Boomi helps organisations of all sizes achieve agility, efficiency, and innovation at scale. At Boomi, you’ll work with world-class people and industry-leading technology. We hire trailblazers with an entrepreneurial spirit who can solve challenging problems, make a real impact, and want to be part of building something big. If this sounds like a good fit for you, check out boomi.com or visit our Boomi Careers page to learn more. At Boomi, we believe IT excellence drives business growth and empowers teams to reach their full potential. Join our Global IT Support team as a Senior Support Analyst in our Vancouver office, where you’ll play a key role in enabling employees to do the best work of their careers. Boomi is building the future of intelligent connectivity, helping organizations around the world unify their data, applications, AI, and people. This is an exciting opportunity to make a meaningful impact by delivering exceptional IT support, driving innovation, and contributing to a culture that values collaboration, growth, and making a real difference to society. What you’ll accomplish: As a Senior Support Analyst - IT Support, you will be the primary point of contact for all local IT inquiries, encompassing productivity suites (email, documents), video conferencing, configuration management, identity management, system documentation standards, and client device systems. You will also collaborate with and provide support for our other locations, including but not limited to US, EMEA and APJ. This role involves managing software and hardware systems, serving as an escalation point for the service desk, and actively mentoring them on new technologies. Your Key Responsibilities: Serve as the primary IT support contact for the Vancouver office, managing all local IT inquiries and ensuring timely resolution. Engage in providing end-user technology support in our IT End User Support operations. Manage support delivery, addressing issues reported to the IT End User Support and escalations, investigating and resolving incidents, and ensuring timely and sufficient outage updates. Manage all end-user issues related to hardware, software installation and access, and networks. Provide recommendations on troubleshooting and other technology improvements to resolve incidents quickly, ensuring infrastructure and application stability. Develop and maintain relationships with business partners in the regions to promote strong alignment, continuous development, and a focus on increasing customer satisfaction by reducing mean time to restore service and enhancing data quality. Effectively manage relationships with local vendors as needed, ensuring clear communication and successful service delivery. Manage all procedures related to identifying, prioritizing, and resolving incidents and requests, including monitoring, tracking, and coordinating end-user IT issues. Maintain effective communication and coordination between internal and external service providers to maintain situational awareness. Collaborate with the management team to promote talent development and a positive culture aligned with our corporate values. Foster relationships with key vendors, infrastructure teams, and end users, becoming a champion of end-user satisfaction. Skills & Requirements: Bachelor of Science degree with a concentration in computer science, information systems, information security, math, decision sciences, r…