Coordinator, Data Analytics and Integrations job in Gatineau at Brookfield

Reporting to the Senior Manager, Data Analytics and Integrations, the Coordinator will be a member of the Data Analytics and Integrations (DAI) team. The Coordinator will be responsible for ensuring the delivery of professional, customer focused support and service in line with the agreed service scope, service levels and change management practices.

Responsibilities 

• Ensure efficient queue management of tickets and interface directly with users to assess their needs and to assist in the resolution of application support tickets
• Act as Incident Manager with regard to all critical supported applications incidents on the DAI team
• Interface with managers in other IT areas to ensure a seamless support throughout the complete service offering for business applications
• Participate in the process of developing and maintaining standard support procedures and other documentation as required to ensure the support, availability and continuity of DAI supported applications services
• Prepare materials/documentation for stakeholder status meetings
• Ensure (project) management of small projects and initiatives
• Plan, organize and execute the activities relating to the deployment of IT releases
• Negotiate deliverables/priorities with key stakeholders
• Ensure compliance with SOX standards and policies and participate in compliance reviews for SOX and internal audit
• Provide periodic 24/7 on-call support operation plus after-hours coverage
• Provide support, coaching and mentoring to DAI team members

Requirements 

• IT support related coordination experience required
• Experience in assigning tasks to team members and monitoring progress to meet specific deadlines
• Demonstrated knowledge of managing IT tickets, incident management and tracking
• Ability to work effectively with users and IT Teams to build broad consensus related to DAI supported applications
• Demonstrated knowledge of using a service desk ticketing system, incident management and tracking
• Ability to negotiate and influence others in a collaborative way
• Strong knowledge of formal change management processes (ITIL)
• Excellent attention to detail and the ability to effectively multi-task
• Computer skills, including advanced proficiency with Microsoft Office, SharePoint, Teams, MS Planner
• Experience interacting with stakeholders managing and coordinating projects
• Strong planning, prioritizing and time management skills - must be able to undertake and manage multiple tasks at the same time and work under tight deadlines, project management experience considered an asset
• Flexible and capable of working in a dynamic fast paced environment
• Must be meticulous, detail-oriented, organized and have a process-driven approach to problem-solving
• Strong communication, interpersonal and managerial skills
• Ability to provide periodic 24/7 on-call support

 Qualifications 

• Post-secondary degree or certification in Information Technology
• ITIL certification an asset
• Knowledge of analytics and integrations an asset
• Minimum 2 years of experience as team lead or supervisor in an IT application support environment
• Minimum 5 years of IT experience in one or more of the following roles: Software Developer, Systems Analyst, Software Integrator, Team Lead, Solutions Architect