Client Relations Analyst, Knowledge Centre

4 months ago

Ottawa, Canada Bank of Canada Full time

**Client Relations Analyst, Knowledge Centre**

**Take a central role**

The Bank of Canada has a vision to be a leading central bank—dynamic, engaged and trusted—committed to a better Canada. No other employer in the country offers you the unique opportunity to work at the very center of Canada’s economy, in an organization with significant impact on the economic and financial well-being of all Canadians. You will be challenged, energized and motivated to excel in our environment.

Building on the principles that have always guided us - excellence, integrity and respect - we strive to be forward-looking and innovative, to welcome people with diverse perspectives and talents, and to earn trust by living up to our commitments and by clearly explaining the intent of our policies and actions.

With our defined-benefit pension plan, benefits, and high flexibility for work life balance - find out more about why we are annually ranked as one of Canada's top employers: Working Here - Bank of Canada

Find out more about the next steps in our Recruitment process.

**What you will do**
Reporting to the Manager, Client Relations, the Client Relations Analyst, Knowledge Centre is responsible to respond to or assign all incoming requests for Knowledge and Information Service on all platforms. The Client Relations Analyst works closely with the Team Lead, Knowledge Centre Coordination Specialist and all of Client Relations.

The Client Relations team is a part of the Knowledge and Information Services division, within the Corporate Services Department, which delivers library, information management and archival services, resources, tools, and systems to Bank of Canada clients.

Specifically, you will:

- monitor, assess, and assign all incoming client requests via the K&IS general inbox, telephone and in-person requests, through daily shifts on the K&IS Help Desk
- respond to client requests for books, reports, and articles from within the Bank of Canada library collection, using interlibrary loan and working with others to purchase requested resources
- support the Knowledge Centre (KC’s) services including knowledge-sharing events, use of the KC’s space and technology, the KC’s physical print collections and in-person information support services delivered by K&IS staff
- update ServiceNow Groups to add/delete/modify employees to specific Distribution Lists in K&IS
- add/remove users to the library catalogue backend module, Alma, so users can request print materials or you can recall materials from departing employees
- create client orientations based on monthly HR reports and triage to appropriate persons
- keep up to date with all K&IS services, products, tools, initiatives and projects and related experts to be able to answer basic questions and refers to the right experts to handle the requests
- support and coordinate biographical notes and company profiles as a member of the Research and Reference team
- proactively update and communicate changes to process documents based on modifications to an employee’s role within K&IS
- daily role assigning small amounts of descriptive metadata to documents ingested into the internal Investment Bank Research Report Repository

**What you need to succeed**
You are a client focused individual who has a strong ability to prioritize work to meet firm deadlines. You work well under pressure and deliver quality results, all while using strong oral and written communication skills.
- ability to conduct client needs assessments
- experience providing reference services to clients
- knowledge and familiarity with news media and academic databases
- knowledge of Integrated Library Systems such as Ex-Libris’ Alma/Primo library systems
- ability to escalate client requests if unfulfilled

**Your education and experience**
The position requires a college diploma in library science or a related information services field and a minimum of one year of work experience in a library or information services unit, or an equivalent combination of education and experience will be considered.

**What you need to know**
- Language requirement: English and French essential (bilingual) with a minimum starting level of functional (level 4) in second official language. Training may be provided to help reach the required level of fully functional (level 5) in second official language.
- Priority will be given to Canadian citizens and permanent residents
- Security level required: Be eligible to obtain Secret
- There will be no relocation assistance provided
- Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.

**What you can expect from us**
This is a great opportunity to join a leading organization and be part of a high-performing team.
- Salaries are based on qualifications and experience and typically range from $59,415 to $69,900 (job grade 13)

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