Application Support Manager

2 months ago

Mississauga, Canada Knowledge First Financial Full time

**Job Profile**:
Manager, Application Support Reporting to Head of Project Governance and Application Support Full-Time Position

**Manager, Application Support**

***Reporting to Head of Project Governance and Application Support**

***Full-Time Position**

At Embark Student Corp. (“Embark Corp.”), we’re on a journey to create an entirely new student experience. One that is built on instilling confidence in students around the paths they are choosing and their ability and agency to achieve their goals for the future. As enablers and orchestrators of students’ success, we will create access, affordability and agency for students and their champions across our services and solutions. This will provide them with guidance and support in all aspects of planning and saving for post secondary education - giving them a future-ready advantage and help them thrive well past their educational journey.

Embark Corp. is cultivating an environment that enables growth, trust and pioneering. To help drive our transformation and growth, we are guided by the following strategic pillars:

- Elevate our Expertise in Education Savings & Planning
- Aspire to be Trusted and Easy to do Business with
- Put our Customers in the Center of Our Experience
- Partner to Drive Value, Scale and Reach

What makes us qualified to do this?

In business since 1965 and owned and operated by a not-for-profit organization, everything we do is in service to our students. We are a diverse and passionate community of experts that firmly believes in the benefits of education, priding ourselves on helping to shape their future and empowering them to reach their full potential.

As we move forward, we will leverage and build upon our unmatched expertise in the RESP space to propel both our students and our company forward, ensuring a better tomorrow. Our vision is set, our future is bright, and we’re just getting started.

***

**Mandate**
- Administrator and Configuration Role for various platforms, but primarily for Broadridge
- Act proactively as primary liaison between software vendor (Broadridge), business stakeholders and IT/technology teams to drive best practices and manage enhancements and improvements as necessary
- Oversee and execute the gathering of requirements/user stories, conducting testing, updating documentation, and training related to Technology Tools
- Write/Review communications, technical SOPs, and user guides
- Analyze production issues and work with other internal and external stakeholders to find and implement solutions
- Work with vendors/internal IT Team to ensure incidents are properly reviewed, resolved and released in a timely manner per established SLAs (or define new SLAs when necessary)
- Anticipate and focus on customers’ needs
- Contribute to ongoing enhancement of user experience through understanding the business model and business rules
- Partner with Project Management and Infrastructure Teams to ensure all is managed across all deliverables and support is available for all release activities

**CHALLENGES TO BE MET**
- Evolve the organizations best practice use of the Broadridge system - a cross-functional SME leader (Operations, Compliance, Sales, Technology)
- Work with vendors/internal IT Team to ensure incidents are properly reviewed, resolved and released in a timely manner (following established SLAs)
- Communicate with business users on the progress of the incidents/requests
- Review system test scripts, at times may be required to write UAT test scripts
- Perform or work with Application Support Team members to conduct UAT testing, Regression testing, and Production testing
- Write communications on new and updated technology tools
- Write and maintain User Guides for Technology tools
- Assess issues with Technology tools identified by the Sales advisors or internal staff, submit proposed changes or Production Defects detailing issues and action required
- Work with Trainer to develop; create; and present training modules for users
- Establish and maintain accurate work records and documents
- Deliver work in line within agreed to effort estimates and timetable
- Ensure awareness of priorities and report on progress and issues in a timely manner
- Participate in discussions and clarifications between business and technical teams
- Mentor, Coach and guide business leads, users and testers on the Embark Corp. Incident Management Process
- Understanding of both waterfall and agile techniques, methods and approaches
- Appropriate management or escalation of all problems
- Other duties as required

**WHO WE ARE LOOKING FOR**

At Embark Corp., we value each employee for their unique perspectives and experiences. If you are someone who has experience and skills similar to what we are looking for and is aligned with the culture and values, please consider applying
- Broadridge Expertise
- Dedicated to the internal/external customer’s needs
- Honest, ethical, and trustworthy attitude
- Demonstrat

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