Coordinator, I&t Incident Management Support

7 months ago

Valcourt, Canada BRP Full time

Part of the role of Coordinator - IT Incident Management Support is to manage the day-to-day operations of BRP's incident management processes support to ensure smooth operations around the world. It also involves ensuring the implementation of global incident management governance, and working hand-in-hand with the suppliers and internal contacts involved to ensure compliance with service agreements. In this role, expectations include analyzing and proposing improvements to support processes, participating in the deployment of recommended solutions, managing change with stakeholders in global teams, and managing the customer experience.

**YOU'LL HAVE THE OPPORTUNITY TO**:
Coordinate day-to-day operations to keep operations running smoothly or to reactivate them in a timely manner.

Ensure the support of our internal clients according to their priorities in collaboration with our internal and third-party partners.

Develop business relationships with our third-party partners to maintain stable operations.

Ensure compliance with the governance structure in place among service providers.

Ensure the uptake, implementation or adjustment of processes with all partners involved.

Manage the incident process with our internal and third-party partners to ensure effective communications and rapid resolution under established agreements.

Raise issues concerning the incident management process to ensure the expected turnover with all parties involved.

Participate in the continuous improvement of a new ITSM tool to improve support processes and resolution times (ITIL).

Coordinate effective communications for projects, incidents, emergencies, etc.

YOU’LL THRIVE IN THIS ROLE IF YOU HAVE THE FOLLOWING SKILLS AND QUALITIES:
A bachelor's degree in Computer Science, Information Systems, ATM or related studies, or equivalent experience.

Extensive knowledge of the ITIL process.

Minimum of five years of experience in information systems.

Bilingual (French, English).

Dedication to customer experience.

Experience in business relationship management and project management is an asset.

Strong analytical skills.

Excellent communication skills.

Very good judgement.

Independent and willing to take initiative.

Leadership skills and the ability to work well with interdisciplinary teams.

THE ROAD SHOULD BELONG TO EVERYONE.

We still live in a world where many feel the road is for other people. We believe we can make a difference. Moving people goes beyond making innovative products.

We strive to nurture our people’s aspirations, to exceed our riders’ expectations and stand in solidarity with all the communities that ride with us.

Building a more inclusive BRP with no barriers for those who seek to ride starts from within, and we need everyone's commitment, drive and dedication to make it a reality.

AT BRP, WHEN WE TALK ABOUT BENEFITS, WE GO ALL IN.

Let’s start with a strong foundation — You want it, we have it:
**Annual bonus**: we work hard, and we know it. This yearly thank you is our way to fuel your dreams.

**Generous paid time away**: winding down is as important as creating the future of recreational products.

**Pension plan**: we want to make sure you’ll enjoy retirement; we’ve got you covered.

**Collective saving opportunities**: being part of BRP allows you to tap into the strength of our saving programs.

**Industry leading healthcare**: fully paid by BRP, this program is here for you, whatever happens, so you can focus on what matters.

**What about some feel good extras**:
**Flexible work schedule**: balance is key to innovation, and we want to make sure you are at the top of your game with a schedule that will work for you.

**Summer schedule**: time flies at BRP, so we hit pause to enjoy it.

**Holiday season shutdown**: between Christmas and New Year’s, we close our facilities and refill on good times.

**Educational resources**: you love what you do, and we get you resources to stay cutting-edge, so we all win together.

**Discount on BRP products**: what we build is amazing, freeing, revolutionary, and you're first in line for the experience.

WELCOME TO BRP

We’re a world leader in recreational vehicles and boats, creating innovative ways to move on snow, water, asphalt, dirt and even in the air. Headquartered in the Canadian town of Valcourt, Quebec, our company is rooted in a spirit of ingenuity and intense customer focus. Today, we operate manufacturing facilities in Canada, the United States, Mexico, Finland, Australia and Austria, with a workforce made up of close to 23,000 spirited people, all driven by the deeply held belief that at work, as with life itself, it’s not about the destination; It’s about the journey.

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