Application Support Analyst, Benefits Administration

Job title: Application Support Analyst, Benefits Administration

Job description: Build a meaningful career

At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives. The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

The Application Support Team Analyst will be expected to take ownership of the investigation, diagnoses, and resolution of our clients technical and customer service related questions. Responding to tickets and calls from clients having issues with software. You will be expected to be a product expert and understand the clients needs in depth. You will be the voice of your clients internally and act as a liaison between the client, support, and configuration/implementation teams. We are SLA driven, thus providing product feedback and escalation of issues in a time sensitive manner is critical. Working with the Application Support Team Manager, you will be an important contributor to this team. Benefits knowledge is required.

Responsibilities:

• Resolve client inquiries by phone, email support or ticketing system with the ability to handle sensitive escalated issues
• Understand business requirements, build test cases and test software changes
• Troubleshoot problems by researching, analyzing and identifying symptoms and cause
• Meet client deadlines according to the service level agreements by appropriately managing and prioritizing assigned tasks while ensuring quality control
• Comply with the best practices available including standards of confidentiality and peer review
• Participate in special projects as well as new implementations, according to the needs of the department
• Recognize business process inefficiencies and recommend improvements
• Build knowledge management through regularly documenting and sharing lessons learned, Q&A to the team’s knowledge base
• Occasionally required to work outside regular business hours to perform business systems testing

Qualifications:

• 1-3 years of relevant work experience
• Benefits knowledge is required
• University or college diploma in business administration or equivalent
• Saas experience
• Exceptional problem-solving skills, documentation and multi tasking skills
• Excellent written and verbal communication skills
• Excellent teamwork skills – able to collaborate and build strong relationships with clients and internal teams
• Demonstrate enthusiasm, team spirit, strong work ethic and flexibility
• Ability to handle multiple urgent priority issues concurrently and prioritize conflicting demands without supervision
• Demonstrate initiative, flexibility and provide complete follow through on areas of responsibility
• Ability to generate a sense of urgency and bring together appropriate teams
• Ability to understand and use current technology tools and have a very good knowledge of Microsoft Office (Word, Excel, etc.)
• Experience with Microsoft SQL scripts

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Where permitted by law, LifeWorks employees must be fully immunized to access a LifeWorks office or customer premises.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to

Fulfilling work that matters

LifeWorks is in the business of helping organizations help their people and in the process, we strive to elevate ours. We’re always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve. We appreciate the interest of every applicant; however, we contact only those selected for an interview.

At LifeWorks, we are committed to putting our people first. Our priority is to optimize the health and productivity of our people. In light of COVID-19, our company continues to monitor the global situation and following local guidance in each of our communities to ensure the health and wellbeing of our employees. Safety is our highest priority, and while the goal is to ultimately return to the office, we are currently working remotely and are connecting with candidates through virtual interviews, recruitment events, and information sessions. We are excited to connect with you virtually, and look forward to receiving your application.

Company: LifeWorks

Expected salary:

Location: Toronto, ON

Job date: Sun, 09 Oct 2022 05:20:06 GMT

Job Source: Careerjet.ca

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