Work Location:
Hours
Line Of Business
Pay Details
Job Description
Key Accountabilities CUSTOMER
- Provide courteous, efficient, and professional customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions
- Ensure change activities are performed on time, minimizing risk to the service/business environment
- Monitor resources to ensure availability associated with business applications and technology
- Identify, resolve, or escalate service delivery issues and/or complaints
- Maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem determination as well as recovery
- Maintain proficient knowledge of technology components, applications, clients/customers and business services
- Prioritize activities to ensure time invested is appropriate to the availability impact
- Provide seamless integration of activities and processes, recognizing system interdependencies
- Act as an information source to colleagues, business partners and clients/customers
- Ensure prompt and timely updates to service issues, and follow through on outstanding problems
SHAREHOLDER
- Deliver and maintain accurate reports and documentation
- Follow established procedures and standards
- Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
- Maintain a secure work environment and ensure adherence to notification and escalation processes
- Communicate effectively within the team relative to service issues and scheduled changes
- Recommend improvements and enhancements to internal departmental processes
- Comply with well-defined enterprise technology delivery practices and standards and project management disciplines
EMPLOYEE / TEAM
- Work effectively as a team, supporting other members of the team in resolving critical service issues
- Prioritize and manage own workload in order to deliver quality results and meet timelines
- Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.
- Participate in knowledge transfer within the team and business units
- Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team
BREADTH \& DEPTH
- Provides customer service support to clients or guidance to more junior team members on a broad range of complex or escalated issues
- Prioritizes and assigns problems and service issues to the front line team appropriate to level of service impacted
- Co-ordinates problem resolution and the implementation of all changes and enhancements, ensuring adherence to change processes
- Verifies the quality of problem resolution, changes and enhancements, and monitors trends
- May provide basic research, maintenance, administration and/or support of systems/applications
- Generally reports to a Team Manager or Manager
Experience \& Education
- Undergraduate degree or Technical Certificate
- 1-2 years relevant experience
Who We Are
Our Total Rewards Package
Additional Information
Colleague Development
Training \& Onboarding
Interview Process
Accommodation
Language Requirement (Quebec Only)
