Specialist, Customer Technology

Position Purpose:

The purpose of this job is to provide subject matter expert support and guidance across multiple systems and platforms to enhance the end user customer experience provided by Information Technology. These duties include the management, configuration, support and end user education of all computer peripherals, applications, mobile devices, and field technology infrastructure and systems to ensure ease of use and availability. This role will liaise with all areas of Information Technology and be required to work with key stakeholders across all lines of business.

Responsibilities:

• Working with key technical staff, application providers, and vendors co-ordinate and manage all customer information technology requirements across multiple peripherals and systems.
• Working with technical teams and customers to diagnose errors or technical issues, track and implement corresponding solution, including participation in all testing and user education.
• Manages back-up and recovery processes as required for end users and data center sites.
• Provide subject matter expert support to core applications (Exchange, AD, JDE, ERP, HR Systems, Employee Learning application, etc.)
• Partnering with Business Analyst and other key IT staff to work with the business on new technology initiatives, providing recommendations and implement solutions
• Member of project teams to assist and work closely with the Operations, Applications, Security, and Innovation teams to implement new end user technology solutions.
• Lead Customer Front-End projects, working with vendors and business
• Investigates customer requirements and makes appropriate recommendations

• Implements and maintains scheduled maintenance plans

• Potential access to sensitive HR database files and access to employee email during the course of system design, projects or end user diagnostics

• Provides technical expertise in the planning, design and implementation of projects and key initiatives

• Identifies opportunities to streamline or automate processes to continuously improve service delivery

• Stays current with system information, changes and updates

• Ensures accuracy and timely update of necessary documentations
• Ensures compliance to legislative, regulatory and Health & Safety policies, procedures and standards
• Performs other duties as assigned

Education

• Minimum 3-5 years’ experience in IT systems support and networking
• Experience troubleshooting, testing, repairing and servicing technical equipment
• Demonstrated experience of server usage, installation, configuration and maintenance and other major applications
• Experience in a unionized utility environment an asset

Specialized Knowledge:

• Proficiency with MS Office applications
• Desktop/Laptop/Tablet PC hardware technical knowledge
• Microsoft operating systems functionality and troubleshooting ability
• Microsoft Office suite functionality and troubleshooting ability
• Utility software technical knowledge such as Antivirus programs, Adobe Reader, etc.
• Understanding and troubleshooting of network / VPN / wireless connectivity, etc.
• ServiceNow Service Desk Administration
• Active Directory experience
• O365 Administration experience
• Experience with administration tools such as SCCM is a plus

Skills/Abilities/Competencies:

• Solid problem-solving and analytical skills with the ability to provide practical and/or innovative solutions to complex technical issues
• Strong written and presentation skills, with the ability to explain technical information in an organized and concise way
• Ability to plan, prioritize and execute multiple projects and initiatives within established timelines
• Requires a high-level of confidentiality in dealing with sensitive employee information
• Ability to build and maintain collaborative working relationships with internal and external stakeholders

How to Apply

If you would like to be considered for this position and meet the qualifications, please submit your resume by clicking here.

You can also submit a resume for us to keep on file and review as new opportunities arise that might be the right fit for your skills and experience.

Alectra is an equal opportunity employer and is committed to providing a recruitment process that respects the dignity and independence of all candidates. Should you require accommodation at any stage in the recruitment, assessment and selection process please consult with Alectra’s People Team.

We thank all applicants for their interest in a career with Alectra. Only those selected for an interview will be contacted.

June 15, 2018