Service Desk Communications Analyst

4 months ago

Winnipeg, Canada Celero Solutions Full time

**Your Opportunity**

Celero is seeking a full-time, communications professional to join our Service Desk communications team to deliver key internal and external communications initiatives that clearly articulate and promote Celero's mission, core values and the benefits of our solutions, services, and organizational culture. We are seeking adaptable, self-motivated, and passionate individuals who are committed to providing superior customer service.

The Service Desk Communications Analyst will be a key contributor to delivering on the daily communications and support needs of the organization, ensuring messaging aligns with and furthers the organization's business strategy. The position requires an individual with strong writing, editing and verbal skills, as well as the ability to lead, adapt, collaborate with others, and develop creative, strategic solutions for communications issues.

**A Day in the Life**
- Provide support to the Service Desk Communications, Team Lead on key organizational initiatives and opportunities
- Act as a liaison and communications partner to our Communications & Corporate Strategy team
- Drive a high-standard for communications practices and improve the quality of communications across the organization
- Participate in the Major Case Management process; providing external outage notifications and communicating root cause findings
- Provide after-hours communications support on a rotational schedule
- Contribute to an IT knowledge databaseby maintaining high quality, up-to-date, and searchable content for audiences of varying skill level
- Establish writing guidelines based on knowledge base best practices and ensure we are achieving or surpassing them
- Manage and update the Service Desk communications support documentation to ensure it reflects Celero's current policies and practices
- Process and prioritize a high volume of work with accuracy and efficiency
- Consult with and coordinate activities of team members that you may have no direct authority over

**Your Resume**
- Degree or diploma in communications, public relations, or a related field
- 2+ years' experience in increasingly progressive communications-oriented roles; experience in financial services or technology is an asset
- Excellent writing and editing skills; strong capability to simplify and articulate complex topics
- Standards-driven individual with outstanding organizational skills and a technical understanding
- Ability to provide constructive feedback, edits, and communications guidance to others across the organization
- Confident working in a fast-paced, complex environment and ability to pivot to high-priority tasks quickly and effectively, while maintaining attention to detail
- Ability to collaborate, negotiate and influence communications excellence under tight-timelines
- Experience with IT knowledge management and crisis communications processes
- SharePoint and SMS messaging tool experience considered an asset
- Experience using an IT Service Management or ticketing system to manage requests; working experience with Service Now will be considered an asset

**Our Expectations**

We have high expectations of all Celero employees and strive to recruit applicants with the following characteristics:

- Consistent adherence to Celero core values of Accountability, Client Focus, Collaboration, Inclusion, Innovation and Trust
- Possess a strong customer service orientation with the ability to communicate technical issues to non-technical customers
- Well organized, strong analytic skills coupled with innovative thinking, and a bias for action
- Ability to drive clarity out of ambiguous situations
- Strong prioritization skills and ability to quickly re-prioritize in a dynamic environment
- High attention to detail and accuracy
- An ability to build strong professional relationships with peers, leaders, and clients
- Demonstrate strong leadership and communication skills resulting in the ability to work effectively with both technical and business professionals
- Ability to work with mínimal supervision and demonstrate appropriate initiative when making decisions- Celero is committed to eliminating barriers and improving accessibility to our workplace for persons with disabilities. We strive to do this in a timely manner and in a way that respects personal dignity, independence, integration, and equality of opportunity. Celero has an accommodation process in place and provides accommodation for employees with disabilities. If an employee requires a specific accommodation because of a disability or a medical need, we will work with that individual to achieve an appropriate accommodation. If you required an accommodation due to a physical or other limitation, please let us know when you are contacted to participate in the recruitment process_._

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