Specialist, End User Services

5 days ago

Dorval Quebec HS, Montréal, Canada Air Canada Full time
Description

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

The purpose of Service Management is to unify Air Canada's IT services delivery for consistency and quality across its internal and sourced environment to ITIL/ITSM best practices. The Specialist, End User Services, is responsible for Air Canada's Mobile Device (Corporate Smartphone, iPads, PDAs) strategy in terms of hardware standards, usage policy, data management and ensures our vendors provide adequate services and performance to maintain business continuity.

This position will be reporting to the Senior Manager, End User Computing.

Responsibilities:
  • Oversee the procurement, deployment, and maintenance of corporate smartphones and iPads.
  • Liaise with telecommunications providers to manage contracts, services, and billing.
  • Resolve any issues related to telecom services and ensure uninterrupted connectivity.
  • Evaluate and recommend telecom services and plans that best meet the company's needs.
  • Work with Endpoint Management team to implement and enforce mobile device management (MDM) policies.
  • Conduct regular audits and assessments of mobile device fleet.
  • Develop and deliver training programs for employees on the use of mobile devices and telecom services.
  • Maintain documentation and user guides for mobile devices and telecom services.
  • Manage relationships with device manufacturers and telecom providers.
  • Monitor vendor performance and ensure service level agreements (SLAs) are met.
  • Create, maintain, and enforce policies for device eligibility, telecom services usage (i.e. data usage).
  • Maintaining and updating technical documents and procedures.
  • Lead requirement and systems analysis efforts, including translating business requirements.
  • Define and maintain methods, techniques, and calculations for identifying ways to improve business/technical processes.
Qualifications
  • Relevant university degree/technical certification(s), and/or experience commensurate to the role.
  • 6-10 years of experience managing mobile devices and telecom services.
  • Experience with one ore more of Canada's main Telecom vendors (Rogers, Bell, Telus) an asset.
  • Ability to handle high level of technology complexity and drive autonomous decision making, as it relates to adoption of technology best practices.
  • Demonstrate significant technical depth to lead strategic technology priorities.
  • Adaptability and Flexibility - The ability to keep functioning effectively when under pressure and/or experiencing rapidly changing or uncertain conditions, and to maintain self-control in the face of hostility or provocation. Openness to different and new ways of doing things; willingness to modify one's preferred way of doing things.
  • Accountability and Credibility - Takes responsibility for the results and future direction of the organization. Demonstrated concern that one be perceived as responsible, reliable, and trustworthy.
  • Customer Orientation - Demonstrated concern for satisfying one's external and/or internal customers.
  • Results Orientation - Focusing on the desired end result of one's own or one's unit's work; setting challenging goals, focusing effort on the goals, and meeting or exceeding them.
  • Forward Thinking - Anticipating the implications and consequences of situations and taking appropriate action to be prepared for possible contingencies.
  • Fostering Teamwork - As a team member, the ability and desire to work cooperatively with others on a team. As a team leader, interest, skill, and success in getting groups to learn to work together cooperatively.
  • Analytical Thinking - Approaching a problem by using a logical, systematic, sequential approach.
  • Interpersonal Effectiveness - The ability to notice, interpret, and anticipate others' concerns and feelings, and to communicate this awareness empathetically to others".
Conditions of Employment:
  • Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.
Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.

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