JOB DESCRIPTION
Location: Hybrid | Downtown, Toronto
Duration: 6 months
Our client a leading financial institution in Downtown Toronto is looking for a Helpdesk/Technical Support to understand the Bank’s risk appetite/risk culture in consideration of day-to-day activities and decisions. The successful candidate will have the opportunity to work with one of the Top 5 Banks in Canada.
Typical Day in 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.
- Actively pursues effective and efficient operations of his/her respective areas in accordance with bank’s Values, 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 Required:
- 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.
Finance professional is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. We advocate for you and welcome anyone regardless of race, color, religion, national origin, sex, physical or mental disability, or age.