System Support Analyst

Being a part of BrokerLink, means you live our values: to act with integrity, be respectful of others, have a customer-driven mindset, strive for excellence and always treat others with generosity. These values drive our diversity and inclusion efforts to ensure a respectful and inclusive work environment is present.

We want like-minded individuals who want to provide the highest level of customer service, who carry themselves with utmost professionalism.

We want to invest in you! Your success is our success and our purpose of "we're here to help people" is what motivates us to keep the amazing talent we attract, for a long time. We want to bring out the best of all our team members! Offering countless opportunities to grow and an environment which values our most important assets, you, our team members. We have over 200 offices across Canada, ask us about our flexible work arrangements!

We are looking for a System Support Analyst to join BrokerLink in one of our offices in Alberta, Ontario or our Atlantic regions. On a 12-Month Contractual (FT) Basis.

In this role, you are a key contributor to strategic business and acquisition projects, core system updates and efficiency-driving requests. The role provides Broker Management System support to colleagues and interacts with a variety of team members including Corporate and BrokerLink Branch management. You will also interface with some of our key vendors and insurance carriers as related to system integration processes.

As part of our employee promise, here are some of the many perks of working with us:

• Flexible health and dental insurance benefits package
• Personal Spending amount to invest in your healthy lifestyle
• RRSP - Registered Retirement Savings Plan with Company matching
• ESPP - Employee Share Purchase Plan (TSX:IFC) program with matching aspect
• 'Dress for your day', dress according to your daily schedule
• Competitive compensation package with bonus aspect
• Employee discount program, including Apple, Bell, Rogers and more!
• Paid Time Off in the form of: Personal days, Volunteer days, Exam/Study Time, Jury Duty and starting at 3 weeks of vacation per year!
• Working for an employer who is regularly recognized as one of Canada's best employers such as Kincentric 2024

What the Role Entails:

• Analyze and configure new system releases or features as directed, and document results
• Understand, manage, and communicate technology security access procedures and follow those procedures so that security access audits pass successfully
• Within a defined level of responsibility, comprehend various systems' business tables and maintain and update according to business needs
• Manage a variety of routine, daily requests following BrokerLink procedures and processes, while meeting Service Level objectives. Consistently fulfill the ticket system data entry requirements. Upon thorough review of knowledge base, escalate where the incident lies outside of existing processes and expected resolution steps.
• Maintain BrokerLink system support internal knowledge base, drafting documentation for known request resolution paths and obtaining approval to post
• Within an area of expertise, understand and share system usage procedures. Under direction, update procedure documentation, to manage changes in tools and usage
• On a consistent basis provide the following results:
• High quality security, configuration, and system process analysis, resulting in fully documented proposals and/or change control documentation
• Volume of fully processed incident tickets meets department standards based on ticket type, with minimal reopened tickets
• Escalation is appropriate and leads to problem resolution and new info in the knowledge base
• Communication, verbal and written, is professional and results in satisfactory survey results
• Other duties as required

The Successful candidate will have:

*If you feel you have the equivalent skills, please apply*

• Technology Post-Secondary Education
• 1-3 years of customer service work in an automated environment which an understanding of helpdesk or service desk automated ticketing system
• Advanced analytical and problem resolution capabilities
• Time management, organizational skills
• Quick and adaptable learner
• Computer and automation savvy
• MS Office suite at advanced level
• Excellent customer service orientation and good written and verbal communication skills
• Able to work both independently and in a team environment
• High degree of professionalism, with demonstrated ability to live our values
• RIBO/AIC, CIP/CAIB or ITIL General Practitioner preferred
• Experience with Zendesk and Jira is an asset.
• Experience with Broker Management System (ie EPIC, Policy Works) is an asset.

We thank all applicants for their interest, but only those selected for an interview will be contacted.

BrokerLink is committed to providing an accessible environment. Accommodations are available on request for candidates taking part in the selection process.

BrokerLink is committed to creating and maintaining an inclusive environment which embraces our diversities and sees them as our strength! We want to foster a workplace that makes all our team members and customers feel welcome and appreciated.

Discover more about BrokerLink! Visit our new dedicated Webpage - https://www.brokerlink.ca/campaign/discover-brokerlink

At BrokerLink, we value diversity and are committed to creating an inclusive workplace that inspires each of us to be the best we can be. Join our team and make a difference!