Application Support Manager - Mississauga, Canada - Knowledge First Financial

Knowledge First Financial

Verified Company

Mississauga, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Profile:

Manager, Application Support Reporting to Head of Project Governance and Application Support Full-Time Position

Manager, Application Support

Reporting to Head of Project Governance and Application Support

Full-Time Position
At Embark Student Corp. ("Embark Corp."), we're on a journey to create an entirely new student experience.

One that is built on instilling confidence in students around the paths they are choosing and their ability and agency to achieve their goals for the future.

As enablers and orchestrators of students' success, we will create access, affordability and agency for students and their champions across our services and solutions.

This will provide them with guidance and support in all aspects of planning and saving for post secondary education - giving them a future-ready advantage and help them thrive well past their educational journey.

Embark Corp. is cultivating an environment that enables growth, trust and pioneering.

To help drive our transformation and growth, we are guided by the following strategic pillars:

Elevate our Expertise in Education Savings & Planning
Aspire to be Trusted and Easy to do Business with
Put our Customers in the Center of Our Experience
Partner to Drive Value, Scale and Reach

What makes us qualified to do this?

In business since 1965 and owned and operated by a not-for-profit organization, everything we do is in service to our students.

We are a diverse and passionate community of experts that firmly believes in the benefits of education, priding ourselves on helping to shape their future and empowering them to reach their full potential.

As we move forward, we will leverage and build upon our unmatched expertise in the RESP space to propel both our students and our company forward, ensuring a better tomorrow.

Our vision is set, our future is bright, and we're just getting started.

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Mandate

Administrator and Configuration Role for various platforms, but primarily for Broadridge
Act proactively as primary liaison between software vendor (Broadridge), business stakeholders and IT/technology teams to drive best practices and manage enhancements and improvements as necessary
Oversee and execute the gathering of requirements/user stories, conducting testing, updating documentation, and training related to Technology Tools
Write/Review communications, technical SOPs, and user guides
Analyze production issues and work with other internal and external stakeholders to find and implement solutions
Work with vendors/internal IT Team to ensure incidents are properly reviewed, resolved and released in a timely manner per established SLAs (or define new SLAs when necessary)
Anticipate and focus on customers' needs
Contribute to ongoing enhancement of user experience through understanding the business model and business rules
Partner with Project Management and Infrastructure Teams to ensure all is managed across all deliverables and support is available for all release activities

CHALLENGES TO BE MET

Evolve the organizations best practice use of the Broadridge system a crossfunctional SME leader (Operations, Compliance, Sales, Technology)
Work with vendors/internal IT Team to ensure incidents are properly reviewed, resolved and released in a timely manner (following established SLAs)
Communicate with business users on the progress of the incidents/requests
Review system test scripts, at times may be required to write UAT test scripts
Perform or work with Application Support Team members to conduct UAT testing, Regression testing, and Production testing
Write communications on new and updated technology tools
Write and maintain User Guides for Technology tools
Assess issues with Technology tools identified by the Sales advisors or internal staff, submit proposed changes or Production Defects detailing issues and action required
Work with Trainer to develop; create; and present training modules for users
Establish and maintain accurate work records and documents
Deliver work in line within agreed to effort estimates and timetable
Ensure awareness of priorities and report on progress and issues in a timely manner
Participate in discussions and clarifications between business and technical teams
Mentor, Coach and guide business leads, users and testers on the Embark Corp. Incident Management Process
Understanding of both waterfall and agile techniques, methods and approaches
Appropriate management or escalation of all problems
Other duties as required

WHO WE ARE LOOKING FOR
At Embark Corp., we value each employee for their unique perspectives and experiences. If you are someone who has experience and skills similar to what we are looking for and is aligned with the culture and values, please consider applying