IT Service & Automation Specialist at The Skyline Group of Companies – Guelph, Ontario

We’re growing!! And looking for a passionate, driven, and energetic candidate to join our team for the position of IT Service & Automation Specialist located in our Head Office in Guelph, Ontario.

Compensation: Starting at $65,000.00 annually plus bonus.

Job Description:
The IT Service & Automation Specialist is a hands-on role responsible for supporting and improving Microsoft 365 and Power Platform services. This position focuses on SharePoint Online support, Teams/OneDrive governance, Freshdesk service delivery, Power Automate workflow automation, Microsoft Copilot Agents, and Power BI reporting support. The role provides end-user troubleshooting, builds and maintains workflow automation to reduce manual effort. The IT Service & Automation Specialist will help develop AI-enabled self-service solutions using approved knowledge sources, supports dashboards/reporting to improve visibility, and produce documentation and training to improve adoption and supportability.

What you’ll be doing:

• Providing responsive, high-quality end-user support via Freshdesk.
• Improving support operations (categories, routing, SLAs, knowledge base) to reduce repeat issues.
• Troubleshooting access/permissions, collaboration, and workflow issues to restore service quickly and safely.
• Partnering with business teams to map processes and translate needs into practical solutions.
• Building and maintaining workflow automation to reduce manual effort and improve consistency.
• Maintaining dashboards/reporting to improve visibility into performance and outcomes.
• Developing AI-enabled self-service experiences using approved content and safe rollout practices.
• Creating standards, documentation, and training to improve adoption and long-term supportability.

• Minimum two (2) to three (3) years post-secondary education in business, computer science, information technology or related degree/diploma.
• Minimum three (3) to five (5) years relevant workplace experience in service delivery/support and automation within Microsoft 365/Power Platform environments (or equivalent).
• Experience delivering end-user support in a ticketing environment, including triage, resolution, escalation, and SLA-based service delivery.
• Strong troubleshooting capability across collaboration and productivity services, especially access/permissions, sharing, and content organization.
• Ability to improve service desk effectiveness through practical configuration (categories, routing, automation, knowledge base, and reporting).
• Proven ability to build and maintain reliable workflow automation that reduces manual work, including basic monitoring/error handling.

• You get a thrill from working with great people every day who you can build strong partnerships with.
• You like to be recognized for the magic you do.
• Providing great customer service is something you thrive on.
• You get a thrill from staying organized and details are your “thing”
• Being part of a great team has been your dream.
• You see the matrix (i.e. have good judgement and innovation).
• Working for a growing company that supports environmental stewardship and social responsibilities is a must for you. Learn more about our sustainability commitments here.

Skyline is a capital management company that acquires, develops, and manages real estate properties and clean energy assets, and offers them as private alternative investment products.

We offer our employees competitive pay, benefits, paid volunteer day, on-going training, growth potential and so much more. Our workplace culture empowers staff at all levels to become involved in supporting and building vibrant communities.