Job Title: Technical Support Analyst
Location Address: Toronto, Ontario
Estimated Duration: 6 months
The Technical Support Analyst will have the opportunity to work in a cross-departmental environment to assist with on-going projects, and to maintain and develop quality management processes. They will also provide support and onboarding assistance of electronic cash management services, provided by GBP, for top tier commercial and corporate customer base. They must be motivated, a quick-learner, and can work under minimal supervision with a proven ability to multi-task and work under pressure in a dynamic environment. A systems approach to problem-solving and great attention to detail is required in this role. Proficient with the following applications (MS Office Suite, Power BI, Confluence).
Candidate Value Proposition:
Opportunity to build a well-balanced profile within the regulatory technology and business domains. This opportunity could also lead to FTE conversion for the right team fit!
Typical Day in the role:
• Champions a high-performance environment to deepen client relationships, leverage broader Bank relationships, systems, and knowledge and contribute to an inclusive work environment.
• Responsible for identifying, implementing, and facilitating improvements to optimize the execution of processes, tasks, analysis, and reporting.
• Responsible for managing and curating the existing Concierge knowledge bank that reflects the mandate of operational excellence, research compliance, data integrity and security. Includes assessing and documenting business procedures to ensure completeness, correctness and to avoid any financial impact to both the client and Global Business Payments.
• Proactively work to streamline support processes and systems to identify areas for potential improvements via detailed documentation of client/bank processes.
• Identification of training opportunities to enable operations to take a more proactive approach in continuous learning of Sr. Tech Analyst while maintaining a level of organizational integrity that aligns with CS&S objectives.
• Working closely with our customers to continue building our relationship by providing support to their GBP electronic cash management services. Track the resolution of technology incidents impacting customers. This includes problem determination, raising tickets and assigning to the appropriate resolution groups.
• The incumbent is required to be part of a rotation to carry an on-call phone approximately 20% of the time to ensure operational support is readily available for our 24/7 cash management services we offer.
• Assist with the ongoing GBP initiatives impacting the portfolio of customers (application migrations, the onboarding of new services and more). Proactively contact customers on IT&S alerts of service disruptions. Actively support the growth of the team by providing feedback and identifying opportunities where we can better serve our customers.
• Understand the Bank’s risk appetite/risk culture in consideration of day-to-day activities and decisions.
• Actively pursues effective and efficient operations of his/her respective areas, its Code of Conduct, and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
Must have skills:
Minimum 1-2 years of experience as a Technical Support Analyst in a challenging helpdesk environment.
Advanced level in MS Office Suite.
Bilingual French/English
Nice to have skills:
Experience with Project Management Methodology would be considered an asset.
Knowledge of Cash Management Products
Knowledge of Confluence an Asset.
Knowledge of Power BI reporting is an asset.
Experience with process mapping, creating procedural documents is an asset.
Expert understanding of GBP’s product offerings and services.
Knowledge of GBP’s customized solution onboarding process and solutions.
Soft Skills:
Excellent communication skills
Stakeholder management skills
Problem-solving skills
Time management skills
Self-starter
Education:
Having a Computer Science and or Business Analysis degree is an asset.
Best vs Average Candidate: The ideal candidate would have experience working as technical support analyst or any client facing role.
The pay range that the employer reasonably expects to pay for this position is between CA$18.00 and CA$20.00
Our voluntary benefits offering includes medical, dental, vision and retirement benefits.
Applications will be accepted on an ongoing basis.
Tundra Technical Solutions would like to thank you for the interest you have demonstrated in this opportunity. However, only candidates with the required skills will be contacted.
Tundra Technical Solutions is an Equal Opportunity/Affirmative Action Employer. We welcome and encourage diversity in our workplace.
Not interested in this position, but know somebody who might be? Check out our Referral Reward Program, referrals are a big secret behind our success. As always, we’re on the lookout for great people. And we know that you know great people!
Tundra Technical Solutions is among North America’s leading providers of Information Technology and Engineering staffing and consulting services. Our success and our clients’ success are built on a foundation of service excellence. Rather than continually trying to sell to new clients and companies and simply filling databases with candidates, we focus on developing stronger relationships and deeper knowledge of our existing clients’ challenges and opportunities.
Open ears. Open minds. Open futures