Business Systems Analyst, Digital Distribution

Job title: Business Systems Analyst, Digital Distribution

Job description: From coast-to-coast, our inspiring colleagues are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. With our team, you’ll bring this purpose to life every day by living our Values, being open to change, and pursuing your goals.

In return, we’ll give you countless opportunities to learn and grow, alongside a diverse and passionate community of experts – the best the industry has to offer. You’ll be empowered to be your best self, do your best work, and make a meaningful impact. Here, you can help shape the future of insurance, win as a team, and grow with us.

About the role

We are looking for a Business Systems Analyst (Telephony & Contact Centre) to join our Digital Distribution team!

Reporting to the Manager, Projects and Analytics, you will take a leading role to provide technical support and further develop systems and telephony platforms that contribute to digital initiatives across the country. You will ensure the specialized software and systems are operational and optimized, and act as a key resource and partner with key divisional teams including Telemarketing, Customer Service, and the Intact Agency to transform their needs into actionable results. Working with other internal teams, you will effectively manage the performance and configuration of Intact Insurance’s virtual call centre telephone platform.

About us

Insurance is changing and it’s changing fast. At Intact, the largest P&C insurer in Canada, we are leading the charge in the new and exciting world of insurtech products that will improve the lives of millions of Canadians today and tomorrow.

About you

Are you passionate about technologies and the digital environment, and do you want to influence the customer experience on a large scale? Are you curious? Do you enjoy learning new systems that will have a defining role in the growth of digital distribution of insurance in Canada? Do you like working with data and complex ecosystems?

If so, the role of Business Systems Analyst, Digital Distribution is the perfect opportunity for you!

Responsibilities:

• Be a trusted advisor to our digital teams and contact centres for their business needs, providing technical support and daily management of all contact centre systems and technical tools, including but not limited to Cisco UCCE and Genesys
• Conduct technical analysis and testing in support of contact centre system enhancements (software and hardware), ensuring our platforms remain operational
• Acting as a liaison between departmental end-users, internal teams (such as Intact Lab, Telephony, IT) and external teams to integrate solutions to improve the overall platform
• Documenting business processes, procedures and methodologies used in creating new processes, programs or implementing technology, analysis and reporting; identifying areas for improvement and risks to data quality and efficiency, and recommending potential solutions
• You must be a self-starter, comfortable working autonomously as well as across virtual teams.

What you bring to the table:

• Minimum of 3 years experience in a technical/application support or business analysis role, preferably in a contact centre
• Telephony experience is required
• Bilingualism in French and English
• Relevant college diploma or university degree in the IT field, coupled with experience providing support to non IT staff and working collaboratively with other internal/external teams
• Highly organized and resourceful, with the ability to multi-task and prioritize
• Strong trouble-shooting skills, with proven ability to focus on quickly identifying and resolving issues
• A high level of initiative with the ability to work independently with minimal supervision
• Proficiency with Microsoft Office Suite, particularly Excel (advanced level)

#LI-IT #LI-Hybrid #IN-QC

What we offer

Working here means you’ll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

A financial rewards program that recognizes your success

An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased

An extensive flex pension and benefits package, with access to virtual healthcare

Flexible work arrangements

Possibility to purchase up to 5 extra days off per year

An annual wellness account that promotes an active and healthy lifestyle

Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities

Inspiring leaders and colleagues who will lift you up and help you grow

A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

We are an equal opportunity employer

At Intact, 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 let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

, including background checks, internal candidates, and eligibility to work in Canada.

If you are an employee of Intact, belairdirect, or Johnson Insurance, please apply for this role on Contact People.

Company: Intact

Expected salary:

Location: Montreal, QC

Job date: Wed, 23 Nov 2022 05:05:07 GMT

Job Source: Careerjet.ca

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