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Kitchener

    Associate Business Systems Analyst, Operations - Waterloo, Canada - Sun Life

    Sun Life
    Sun Life Waterloo, Canada

    1 week ago

    Default job background
    Full time
    Description

    Job Description

    :

    Associate Business Systems Analyst, Operations

    Application Operations Services & Quality Engineering

    Applications Operations Services & Quality Engineering (AOSQE) has an opportunity for a Skilled Technology Development Analyst within our CRM & Contact Centre team. The successful candidate will be accountable for various project management and technical support activities to support the Sun Life employees.

    What will you do?

  • Provide level 3 desktop support and consultation for the Sun Life employees.
  • Participate in Intake and triage activities.
  • Support Sunbot Incidents and help create/update team documentation.
  • Review Knowledge Based articles with the teams' support.
  • Assist with Pega & Sunbot Access requests.
  • Support Secure Message JIRA & Email to NetRep in-box
  • Work and communicate directly with various business partners.
  • Act as a subject matter expert for areas of expertise assigned to you
  • share knowledge and experience in these areas.
  • be the escalation point for level 1, 2 and 3 issues and assist in identifying the solution.
  • Ensure all Knowledge Documents pertaining to your SME accountabilities are kept up to date.
  • Identify and implement continuous improvement opportunities to eliminate waste and add efficiencies.
  • Participate fully as a member of the team by supporting a work environment that promotes knowledge sharing, customer service, quality, innovation, and teamwork.

    • What will you need to succeed?

  • 1-3 years of technical support experience in an enterprise environment
  • 1-3 years of experience administering / supporting Microsoft 365, Microsoft Windows 10, Microsoft Active Directory and Browsers (Chrome and Edge)
  • Strong desktop knowledge
  • Strong analytical skills
  • Highly service oriented with strong customer service skills.
  • Strong collaboration skills
  • Excellent communication skills (written, verbal and listening)
  • Strong organizational and time management skills
  • Strong understanding of Incident Management processes
  • Desire to improve your knowledge and skills and committed to continuous learning.
  • Self-motivated and able to work independently.
  • Ability to collaborate with colleagues and business partners.
  • A positive attitude with a history of taking initiative to make things better.

    • Nice to have.

  • Experience with VB.NET, C#, System Centre Configuration Manager (SCCM), Microsoft Azure, and McAfee EPO
  • Knowledge of the Canadian insurance industry
  • University degree in Computer Science or equivalent
  • Functional knowledge verbal and written of French

    • Notes / Unique Requirements:

  • Be accessible Monday to Friday 8:30am – 5:00pm EST
  • Must be able to work in the Waterloo King Office as necessary
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