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Technical Support Senior Analyst

5 months ago

Mississauga, Canada The Cigna Group Full time
The job profile for this position is Technical Support Senior Analyst, which is a Band 3 Senior Contributor Career Track Role.

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply

Our people make all the difference in our success.

The Technology Services Team provides core information technology services to all Express Scripts Canada departments.  Express Scripts Canada is looking for an adaptable, self-motivated Technical Support Senior Analyst to join the End User Services Team. Reporting to the Manager, End User Services, the successful candidate will demonstrate a strong ability to prioritize workloads, meet project deadlines and be a champion of customer service. The successful candidate will be required to work a flexible schedule (including extra hours/overtime), rotation for on-call support, and will be required  to travel to the various ESC offices.

Key Responsibilities:

  • Lead deployment, repair and maintenance of end user hardware (desktop, laptop, phone, etc.)

  • Create, install and configure software packages, including centralized deployment suite and desktop patching

  • Build and maintain inventory records for software and hardware

  • Assist in the ordering and hardware replenishment process, along with maintaining stock levels

  • Answering support calls and participating in an on-call rotation schedule

  • Provide remote assistance to all Express Scripts Canada locations

  • Act as an escalation point for the Technical Support team

  • Assist in escalations and engaging with the Production Operations team to resolve complex technical issues

  • Provides support for conference room equipment

  • Work jointly with other members of the Information Systems team to provide customer support and assistance with project tasks/deliverables

  • Lead, implement and work on projects/tasks assigned from Manager/Team Lead, End User Services as required

  • Manage and maintain incident management ticket queues and adhere to SALâs by setting priorities and resolving technical issues

  • Provide thorough documentation on support tasks and resolutions

  • Maintain and develop good working relationships with the user community at Express Scripts Canada with a focus to providing best-in-class support service in areas of technical expertise

  • Assist in the training of user community at Express Scripts Canada in the operating system and software suite

  • Participate in the team rotation of after hours support using pager and/or cell phones

Qualifications:

  • Post-secondary degree/diploma in Computer Science, Information Systems or a technology related field

  • Minimum 5 years of experience in an infrastructure environment based on Intel PCâs, supporting and troubleshooting end user hardware and software

  • Experience working on a Service Desk/Helpdesk and Tier 2/3 levels

  • Ability to diagnose and resolve technical issues effectively and in a timely manner

  • Telephony experience (Dialpad)

  • Software deployment setup and administration (Altiris, SCCM, etc.)

  • Experience with Endpoint Protection (Symantec, Trellix)

  • MCDST certification and/or working towards further certification

  • ITIL Certification is considered a strong asset

Knowledge, Skills and Abilities required:

  • Advanced problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions

  • Ability to multitask and work in a fast paced environment

  • Ability to obtain Protected B clearance; and enhanced reliability security clearance

  • Communicate technical information in a concise, understandable and accurate fashion to non-technical personnel

  • Strong customer service focus - understanding the âserviceâ nature of Technical Support

  • Adaptability and willingness to learn

  • Strong oral and written facilitation and communication skills, including the ability to enforce standards and methodology

  • Ability to work a flexible schedule to accommodate project deadlines including limited travel (20%) and on call rotation

  • Must have own vehicle in order to travel between site locations.

NOTE: Internal Posting will be closed by May 13, 2024

Please note that you must meet our posting guidelines to be eligible for consideration.  Policy can be reviewed at this link.