Lead IT User Support

**Position Snapshot**

**Business area**:Nestlé USA, Mexico & Canada

**Job title**: Lead IT User Support

**Location**:Montreal, Quebec

**Grade**: 17

**Position Summary**

**A day in the life of the Lead, IT User Support**:
**Technology Expertise**:

- Provides deep specialist guidance and support in their specific specialties (e.g. field services, service desk, asset management process and tools)
- Supports the integration of solutions with various technologies
- Supports and influences the technical activity (design, build, testing) in significant or complex innovation initiatives, accountable to the Innovation or Product Manager for the delivery and quality of technical deliverables
- Acts as the voice of receivers under his/her scope to the global product towers - driving innovation and continuous improvement in their area of expertise (i.e. user experience, asset control, onboarding, field services, mobility, deployment, management tools, etc)
- Accountable for the services provided by the partners in his/her specific area of responsibility to ensure quality and receiver satisfaction
- Works with vendors on solutions and tools that might be specific to their area of scope;
- Understand the tools provided by the vendor in order to leverage ways of working, supporting product adoption and improvement for their area of scope
- Operational effectiveness and efficiency
- Provides the product team with technical expertise, advising on best technology solutions, translating the business vision into technical vision

**Stakeholder Engagement**:

- Works with IT Innovation managers, Product Managers, Tech Leads, Solution Architects, partners and Business Analysts as required to ensure any solution within their specific specialism fits with strategic and technical direction
- Assists others in resolving complex technical problems and investigating the root cause of problems and recommends smart (specific, measurable, achievable, realistic, timely) solutions
- Participates in peer reviews of deliverables and carries out formal and informal reviews of technical designs, standards, documentation and/or implementations
- Provides guidance, directions and also, if needed, technical support to product teams, mentoring and sharing technology knowledge with the teams.

**Supplier and Strategic Partners Management**
- Liaises closely with suppliers and vendors, for example to ensure products with quality, alignment with business needs, vendor management
- Participation in specialism area communities (trainings, conferences, publications etc.)
- View points on emerging technologies and possible impacts
- Handles the number of incidents/issues after the quality control in production
- Supports number of improvement initiates implemented in partnership with partner

**What will make you successful?**
- Bachelor's degree in computer science, system analysis or a related study, or equivalent experience
- 6+ years of experience in the relevant area of expertise
- Experience of successfully leading technical evaluations
- Experience of resolving technical issues, including those involving 3rd parties
- Preferably certification in corresponding technical fields
- Experience with effective communication at different levels in the organization and in English
- Experience working in a global environment and with virtual teams
- Experience with leading and influencing internal and external teams

**Benefits**
- Comprehensive total rewards benefits package including Health and Dental benefits that start on Day One of employment
- Company matched pension plan
- Four weeks of Vacation and five personal days (Personal Paid Holidays)
- Flexible and hybrid work arrangements
- Excellent training and development programs as well as opportunities to grow within the company
- Access to Educational Assistance & Tuition Reimbursement
- Bonus eligibility
- Free Headspace Account - guidance to create habits to support your mental health
- Up to 50% off - Nespresso Coffee Machine, Capsules and accessories
- Access to the Discount Company store with Nestlé, Nespresso, and Purina products (Located across various Nestle offices/sites)
- Additional discounts on a variety of products and services offered by our preferred vendors and partnerships

We have a friendly, supportive team with a coaching and mentoring environment. There are real opportunities for future development and progression - this really could be a move towards the exciting IT career you’ve always wanted.

**What you need to know**

Nestlé Canada is an equal-opportunity employer committed to diversity, equity, inclusion, and accessibility. We welcome qualified applicants to bring their diverse and unique experiences as a result of their education, perspectives, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, colour, religion, disability, sexual orientation and beliefs.

If you are selected to participat