Senior Support Analyst Job in Toronto, Ontario Canada
Our client, a leading edge business support solutions to Ontario’s health care sector, is seeking a Senior Support Analyst for full-time permanent job opportunity in downtown Toronto. The objective is to improve service levels and to maximize non-clinical efficiencies, resulting in savings for members that can be reinvested in direct patient care.
Job Link: http://www.stafflink.ca/jobs/senior-support-analyst
Job Description
- Develop problem analyses and root cause assumptions for escalation
- Receive,log, and resolve Level 1 incident requests from the Hospital communities within a
formal Help Desk Ticketing system
- Lead the co-ordination of the escalation of support incidents with senior support teams and often 3rd party
vendors(s) that provide levels 2,3, and 4 support where required
- Ensure that all stakeholders are kept advised of the status of incident resolution and enhancement requests as
per service level agreements (SLA)
- Lead cross functional teams involved in issue resolution often involving 3rd party vendors and/or in house expertise,
ensuring that the solution is captured, documented, and communicated to the customer
- Ensure that documentation and communication elements are maintained and meet the appropriate policy and
corporate standards
- Lead the development and implementation of call reduction strategies and incident management with a view to
reducing repeat outage conditions
- Responsible for the escalation of high priority incidents to appropriate management and technical partners while
managing communication to the relative incident and customer teams
- Ensure that the appropriate level of testing is performed and manage the customer acceptance and sign off
process to ensure a quality approach to issue resolution
- Analyze complex security roles and interpret composite and single role assignments
Requirements
- University Degree or College Diploma with additional specialized certificate, relevant to position, preferably Basis
security
- Minimum 5 years help-desk support experience within an SAP or large ERP environment; Help Desk Ticketing
systems experience
- Critical thinker with demonstrated ability to triage problems, question assumptions, strive for answers, co-ordinate
teams of specialists, and manage a quality outcome
- Ability to work effectively with all levels in an organization with a proven trackrecord of Customer Service
Excellence
- Ability to manage conflict and conflicting stakeholder and team interests demonstrating strong interpersonal and
negotiation skills
- Ability to think critically and apply root cause analysis supported by clear decision making capability
- Exceptional communication skills – written, listening, and verbal
- Familiar with ITIL service frameworks
- Experience in Remedy and Change Management Modules for Help Desk management and reporting
- Technically proficient with web based tools and windows based environments, specifically Office 2007 and Windows 7 PC platforms
- Experience working in or knowledge of finance and supply chain functionality in SAP ECC6 (Enterprise Core
Components); Knowledge of Process Integration (PI) 7.1 with See burger 2.0 for EDI ; SAP SRM 7.0; and Solution Manager 7.0 would be preferred; and Basis security an asset.
- Ability to work non peak hours and weekends on a rotational basis as required to ensure continued Help Desk
support cover for non-core hours