User Support Technician

Official Internal Job Title

Piloting Technician

Status:
Temporary (Fixed Term)

Job Description:
The User Support Technician is responsible for the production and distribution of daily reports, evaluation of reported systems issues within our Policy Management, Billing, and Broker Portal systems, and execution of User Acceptance Testing relating to system fixes and enhancements. This role provides support for all departments, with a focus on teamwork and superior customer service.

What We Offer
- Award winning culture
- Flexible hybrid working conditions (1 day in the office per week)
- Group Benefits from first day
- Defined Benefits pension plan
- Generous time off benefits
- Growth opportunities

Summary Of Role & Responsibilities
- Produces daily transactional reports for Underwriting Departments and monthly KPI reports for Operational Departments
- Provides guidance and technical support through the maintenance of reported system issues and makes recommendations regarding the resolution/handling of systems issues on individual risks
- Investigates reported system issues to recreate, identify possible causes and/or possible workarounds for Operational teams until an IT fix can be delivered
- Tests system fixes prior to delivery to Operational teams
- Troubleshoots system issues affecting policies; corrects policies with system issues that are unable to be processed by a user
- Reports system issues with an impact to production and service. Communicates to project team members and escalates to the Assistant Director of Projects & Systems Solutions as required
- Acts as primary stakeholder of daily tasks related to system and data maintenance
- Participates in User Acceptance Testing for bug fixes and enhancements
- Acts as a liaison between Operations and the IT Team for system bugs
- Communicates to operational departments, possible system issues, system fixes, enhancements, and the impacts of these
- Facilitates data corrections required by Actuarial department and/or IT
- Acts as primary point person for IBC RIN maintenance
- Conducts insightful, ad hoc analyses to investigate ongoing or one-time operational issues
- Attends and participates in project workshops to facilitate knowledge of changes to come as well as to aid in user support for system use and departmental process changes
- Participates in post-production promote testing
- Provides set-up and support of Broker EDI & eDoc functionality
- Delivers OPUS system training when related to system enhancements/ projects and provide feedback/evaluation on progress and recommendations for further OPUS training or improvement, once training is complete
- Delivers meaningful information and relevant recommendations directed at system efficiencies and identified training gaps
- Other duties and special projects as assigned by the Assistant Director of Projects & Systems Solutions

Necessary Knowledge, Skills and Attributes
- Solid experience and proficiency with Microsoft Office products, particularly in Excel but including Word, and PowerPoint
- Team oriented with respect to communication and working style
- Underwriter and/or Claims experience an asset
- System savvy with a strong working knowledge of OPUS policy admin system, Guidewire, and UConnect broker portal is an asset
- Team oriented with respect to communication and working style
- Strong interpersonal skills with ability to interface well with peers and leaders
- Professional presentation, with analytical decision-making skills
- Pro-active, inquisitive, a strong commitment to continuous improvement
- Strong interpersonal skills with ability to interface well with peers and leaders
- Professional presentation, with analytical decision-making skills
- Able to perform well in an Agile environment and remain calm under pressure
- Multi-task, with the ability to deal with deadline pressures
- Strong oral and written communication skills
- Able to work well individually, under little supervision or as part of a team

Education and Experience
- University Degree or College Diploma

LI-ENG

LI-Hybrid
- L'Unique and Unica are equal opportunity employers, so we encourage all Women, persons with disabilities, Indigenous people as well as visible and ethnic minorities to apply._

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