Client Experience

Build a meaningful career

At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives. The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

Reporting to the Technology Solutions Director, the incumbent is responsible to provide Support and quality assurance expertise to ensure the final products and solutions satisfies business objectives and user expectations.

A typical day:
You’ll meet with the Manager/Supervisor, to gather the information you need to assist with the project. You’ll investigate and setup both new business issues and requests for changes to our systems depending on the nature of the request. Throughout the project, you will support the Manager/Supervisor, Client Setup and Genie Application team. You will send the quarterly audits to the internal stakeholders and ensure timely completion of the task. Occasionally you’ll be back up to service delivery team and or any other co-worker within your department.

**Responsibilities**:

- Focus in ensuring accurate, quality technology changes within Abiliti. These include such items as new demographic files, organizational structure changes, new client’s implementation for SaaS or full outsourced Clients.
- Maintain clients set update and tracking of each change.
- Ongoing monitoring of clients Demo Feed Error logs and communication with the client to update all errors outlined on the Error Log. This will reduce Prod Issues and FreshDesk tickets.
- Quarterly Permissions Audit. Update of Postal codes in each instance. Annual Statutory Holidays update in all instances.
- Document and update the specifications for those changes Own the workflow for initiation to completion of all requests, including follow-up with internal stakeholders on the status of the ticket until the completion of the request, and updating all internal and external stakeholders on their outstanding ticket items in progress.
- Collaborate with Abiliti Assistance team on any new Org. Structure changes for Existing clients
- Prepare the quarterly Audits for Abiliti Users (Connect and Manage) for all SaaS and external Clients. Deliver and follow-up with internal stakeholders and update the changes in FreshDesk.
- Track and ensure timely submission of all SaaS clients monthly billing, New or Existing clients Change Requests billing.
- Completion of Help Desk Ticket in Abiliti System.
- Setup Genie templates for existing and new clients
- Other tasks, back up to Implementation and existing client set-up, as required.

To be successful as a Client Experience & Technology Solutions Program Specialist, the following core qualifications are required:

- Prior experience or hands on experience with Abiliti in house tool is an asset, or equivalent technical discipline
- A self‐starter with a deep desire for personal and professional learning and growth
- 5 plus years in client setup
- Excellent communications, interpersonal, and negotiation skills

Remote

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Where permitted by law, LifeWorks employees must be fully immunized to access a LifeWorks office or customer premises.

Fulfilling work that matters

LifeWorks is in the business of helping organizations help their people and in the process, we strive to elevate ours. We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve. We appreciate the interest of every applicant; however, we contact only those selected for an interview.