Solutions Analyst - Winnipeg, Canada - Broadview Networks

Broadview Networks

Verified Company

Winnipeg, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Driving Business Outcomes with Technology

Broadview Networks helps organizations improve productivity through the implementation and support of technology while Broadview Academy improves staff productivity by helping people use the technology.

With both a downtown and Taylor Avenue location in Winnipeg, we take pride in our outstanding response record for both remote and onsite support.

Being awarded a Manitoba Top Employer for 2021 speaks to the priority we put on people; our staff and our customers come first.

As an employer, we are committed to creating a workplace that is inclusive, diverse, and equitable.

Broadview Networks is a Social Purpose Innovator Company
We exist to foster an equitable workforce to deliver secure solutions with a low-carbon footprint.

Purpose of Position

Minimum Experience
Experienced

Work Experience

5+ years' experience in a similar role.
3+ years' experience in Power Platform, Teams, OneDrive and building SharePoint sites.
3+ years' experience in a consulting role.
Experience with a Service Ticketing Tool would be an asset.
Experience with Microsoft Teams would be an asset.

Education Requirements

A postsecondary degree in information technology, or equivalent experience.

Certification Requirements

MCSA or Role Based Certification in Power Platform or Teams would be an asset.

Job Role Responsibilities

Provide a superior customer service experience.
Monitoring and management of support ticket system to ensure timely response and updates to tickets under your ownership.
Follow up on tickets daily unless scheduled for future dates based upon customer feedback or direction from your Team Lead, Manager or Director.
Correspondence with customers, vendors, partners, and team membersdocumented in support ticket system.
Ensure ticket hygiene meets all requirements.
Timely management of own schedule.
Take on escalated tickets from the Help Desk team specific to Power Platform or SharePoint related issues when approved by the Manager of

Implementation Services or Director of Technical Services and the Customer.

Participate in Virtual and inperson customer facing project meetings.
Participate in presales discovery and requirement gathering sessions to develop scopes of work.
Plan and deliver quarterly Cloud Optimization Coaching sessions.
Architect, plan, implement and manage all aspects of SharePoint, OneDrive and Power Platform projects unless otherwise managed by the Project Coordinator.
Participate in Sales and Marketing events such as Webinars and product demonstrations.
Change management of customer environments using our documentation tools.
Achieve Service Delivery Quotas and Key Performance Indicators (KPI) identified in the Job Role Success Criteria.
Demonstrate successful use of downtime to complete selfstudy professional development.
Research emerging technologies to help drive solutions.
Other related duties as assigned.

Job Role Success Criteria

Assigned Administration Key Performance Indicators (KPIs).
Customer Satisfaction Rating KPI.
Billable Target KPI
CSAT (Customer Satisfaction
Timesheet & Absence Ratio KPIs.
Training Schedule Completion.
Documentation Scoring KPI.
Direct Manager Assessment & Feedback.
Adherence to Employment Policies.
Adherence to Health & Safety Policies including Covid19 Vaccination Policy.
Adherence to Office Security Policies.

Qualifications

Proficient in Microsoft Office including Word, Excel and Outlook.
Must have a high comfort level with engaging, educating, and sharing knowledge with customers.
Experience with Microsoft SharePoint Online, OneDrive, Teams and Power Platform.
UX and UI design experience.
Understanding of Project Management practices.
Experience with Business Process Automation solutions.
Class 5 Drivers License and access to vehicle an asset.

Skills

Proficient in the English language, excellent written and oral communication skills.
Knowledge of basic business communication, including writing, editing, and formatting skills.
Confident approach to working with customers.
Excellent interpersonal skills and ability to work with clients and coworkers in a professional manner with a positive cando disposition.
Ability to adjust communication style based on technical understanding of the customer.
Ability and willingness to adapt to procedures and a drive to learn.
Ability to work in a fastpaced environment
Time and priority management skills with an ability to make decisions independently and understand when escalation is required.
Excellent presentation skills
Great attention to detail.
Exceptional problem solving & troubleshooting skills.
High levels of patience and tolerance.
Ability to work in a dog friendly workplace.

On Boarding / Training Requirements