Intermediate IT Technical Advisor (temporary – 12 months)

Job title: Intermediate IT Technical Advisor (temporary – 12 months)

Company: Intact

Job description: At Intact, insurance is not about things. It’s about people. It’s what we believe, and it shapes everything we do. It’s why we strive to provide a second-to-none experience for our customers and create an inspiring workplace for our employees to thrive in.

As Canada’s largest provider of property and casualty insurance, we’re not only leading our industry, but we’re redefining what it means to work for it. As a recognized top employer, we’re committed to living our values and supporting our dedicated people who bring their best to work each day because they know their work matters.

Your Job

As a member of the Service Delivery team you will be responsible for the day-to-day service commitments, end-user technical support operations, representing end-user technology needs and interests and providing support and guidance to other teams. This role will manage and maintain a consistently high level of service and technical expertise while applying best practices in operations.

Hiring Manager: Gaetano Spagnuolo

Workplace: Anjou, Montreal, Quebec City or St. Hyacinthe

Specific Accountabilities:

• Act as a technical consultant to users, analyze needs, work on reference tools and proceed with the recommended implementation approach of processes and tools needed for the proper functioning and integrity of technological operations.
• Follow up on requests using service management tool and change control procedures to guarantee complete resolution of problems, reduction of incidents or accelerate incident recovery time.
• Support the middleware and complex applications environments. To perform troubleshooting as well as assess and solve very complex support problems by monitoring and testing business
• application software in order to reduce impact on system availability and/or performance.
• Provide specialized support for the Telephony infrastructure if current skill set permits.
• Under general direction, plan, install, configure and upgrade software components by following company standards to enable optimal use of computer tools.
• Build and maintain excellent inter-departmental collaborative working relationships.
• Support Intact’s operations optimization strategy by recommending and promoting self-service activities and migrating event management as close as possible to end-users.
• Contribute to end-user reference manuals by documenting processes to improve the efficiency of actions and transfer knowledge.
• Assist in the training and transfer of knowledge or specialized skills to other team members when required.
• Embrace change, support vision, direction and collaboration with team members.
• Assist Senior Technicians with a variety of tasks (ordering, onboarding, projects, workflow management etc.) as needed.
• Travel to and work from the various Intact locations as required.

Your Skills

• University degree/College diploma in related field.
• Understanding of ITIL methodologies, ITIL® v3 Certification desirable.
• 3-5 years experience in end-user technical domain of expertise, supporting end-user services, products & solutions.
• 1 year experience in all aspects of IT Incidents & Problem Management activities.
• A sound understanding of networks, platforms, products & tools, and how these interact with each other, how they deliver services to end user, and how they relate existing measurements & indicators.
• Demonstrated ability for end-user support and customer service skills, ability to manage client expectations.
• Demonstrated ability to respond promptly, thoughtfully and effectively to changing priorities and situations.
• Superior knowledge of the Problem Management Process.
• Demonstrated leadership and coordination skills combined with the ability to create and maintain a sense of urgency across all resolver groups, and to drive and resolve incidents in a high-pressure, dynamic, real time environment.
• Strong problem solving capabilities, able to work quickly and maintain a methodical and calm approach while working under stressful situations.
• Excellent group communication skills such as leading discussions, briefing sessions, forums, and telephone conferences.
• Capacity to influence outcomes, attain results, drive issues to closure, set high standards of performance and pursue challenging goals.

Here are a few reasons why others have joined our team:

• An award-winning, inspiring workplace that supports its people and recognizes great work
• Stimulating, challenging projects and development opportunities to help you grow your skills and career
• Flexibility in how and where you work
• A casual ‘dress for your day’ culture that encourages you to be yourself

Closing Statement

We are an Equal Opportunity Employer

At Intact, our value of Respect is founded on seeing diversity as a strength, being inclusive and fostering collaboration. We value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected and heard.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please advise the Talent Acquisition partner who reaches out about the job opportunity and they will work with you to meet your needs.

Background Checks

As an employer and publicly traded financial services company, the best interests of our customers, employees and shareholders are important to us. We want Intact to be a great place to work! This means that internal and external candidates will be asked to consent to background checks so we can learn more about you. Please note that for positions with access to financial data or funds, your credit must be in good standing.

Internal Candidates

For internal candidates, you can apply for a posted position if you have been in your current position for at least 12 months and are performing at a satisfactory level. Please note we may have identified other internal candidates through our Employee Development Program, and that the selection process may also be opened to external applicants.

Eligibility to Work in Canada

It’s important that you are legally eligible to work in Canada at the time an offer of employment is made. You may be requested to provide proof of eligibility at that time.

Expected salary:

Location: Anjou, QC

Job date: Sat, 19 Dec 2020 08:57:56 GMT