Description

Provide a primary advisory role to the operations and IT teams by ensuring alignment between business needs and implemented solutions. Contribute ideas and problem-solving through analysis and in-depth knowledge of our administrative systems. Support users in the use of systems and technologies.

KEY RESPONSIBILITIES

Support and technology evolution

• Participate in regular meetings with the U.S. and Canadian operations teams to prioritize support requests, communicate the progress of work in progress and plan deliveries.

• Play a coordinating role between the operations teams and the IT development team.
  • Ensure that the business needs of the operations teams are well expressed, understood and handled in an optimal manner.

  • Document requests and track the progress of requisitions using JIRA tickets.

  • Ensure that requests are relevant and that the proposed solutions are effective and in line with user expectations.

  • Write test scenarios for the IT team and execute acceptance tests.

  • Coordinate with the operations teams the tests that will have to be done by them and assist them in the drafting of complete test plans, if necessary.

  • Analyze and report anomalies to the development team.

  • Inform users of the potential impacts of changes on operations.

• Quickly address all issues raised following a production launch. Ensure patches are deployed quickly and keep all stakeholders informed.

• Participate in the production of the post-mortem of each problematic delivery in order to modify our processes and improve the quality of future deliveries.

Development of major projects

• Read the IT team's analysis documents and participate in meetings with stakeholders, in order to become familiar with current projects.

• Assist the IT Director in writing test scenarios for the IT team and proceed with the execution of the acceptance tests assigned to him/her.

User support

• Write the technical procedures for the in-house DAVE system and keep them up to date.

• Participate in the preparation of technical training, as required.

• Support users in the use of administrative systems and the secure site.

• Manage the inventory of IT equipment and the logistics of sending and retrieving equipment to employees.

• Open tickets at the help desk and follow up on user requests.

• Execute the bi-annual access review process for Canadian and U.S. users

Participation in any other mandates or special projects related to his expertise, assigned by his manager.

REQUIREMENTS/SKILLS REQUIRED

Experience / Education

• Bachelor's degree in business administration or management or in a field relevant to the function or a combination of education and experience relevant to the function;

• Good knowledge of our in-house DAVE system, an asset

• A minimum of 4 years of relevant experience

• Experience in insurance and/or reinsurance

• Intermediate knowledge of the Office suite, particularly Excel

• Intermediate knowledge of SQL, an asset

• LOMA designation(s), an asset

Qualities and skills

• Ease of communication (French and English, spoken and written - Society in Dallas, USA)

• Analytical skills

• Rigor and attention to detail

• Sense of responsibility and autonomy

• Understand the essentials of our business processes

• Ability to identify the needs of different internal clients