Administration Specialist

7 days ago

Montréal, Canada Inoria Full time

Inoria (formerly Quovim C3) is the North American partner of choice actively orchestrating the evolution of contact center operations. Inoria powers millions of customer interactions, passionately supporting organizations as they navigate their digital transformation journey through customized optimization, implementation and integration services. Agile, personable and human-centric, Inoria builds authentic relationships and champions success through inspired guidance, collaboration and innovative solutions.

More than contact center expert consulting, Inoria is about enriching the customer experience.

**Why we need you**:
The main objective of this role is to support the Director of Operations & PMO and the entire PMO team, especially in internal software administration tasks. The Administration Specialist is responsible for supporting, maintaining, and extending our Atlassian suite and for helping deploy and administer new internal software and processes.

**Principal tasks and responsibilities include**:

- Manage configuration, maintenance, and administration of Atlassian products (Jira, Confluence, Tempo)
- Evaluate and manage the usage of Atlassian add-ons to meet team and business needs
- Work with development and design teams to identify procedural efficiencies, such as with Jira Workflows, custom fields, etc.
- Conduct training for employees and new hires on JIRA and also brief the teams on new functionalities
- Ensure prompt issue resolution with JIRA Projects and Confluence in coordination with other teams and Atlassian premier support
- Implement Sales, Marketing and Service Processes into the HubSpot CRM
- Coordinate all new user setups and deactivations, including data transfers for deactivated users
- Support Marketing’s use of the CRM, including assisting with mailing lists as needed and helping Marketing automate processes related to campaigns
- Build and administer dashboards, layouts, reports, process automation, and other configurable parts of the interface for end-users, and other capabilities
- Work on system implementation projects, including requirements, documentation, systems configuration, test documentation/execution, issue identification and resolution
- Create and present training sessions on the capabilities and use of systems as required
- Maintain updated system documentation and HubSpot policies/procedures
- Help to support the day-to-day running of the business within the CRM, which includes interacting with business users and technology partners, in support of the HubSpot CRM environment
- Manage and monitor the bank of hours process
- Provide other reports to various stakeholders in the organization when required
- Assist with planning and projects when needed
- Other relevant tasks as assigned appropriately

**Technical skills**:

- Proficient in MS Office
- Knowledge and familiarity with Atlassian products (Jira, Confluence, Tempo) is a strong asset
- Working knowledge of both Scrum and Kanban methodologies is preferred
- Very strong verbal and written communication skills

**Qualifications and pre-requisites**:

- Software related experience
- English mandatory, French is a strong asset
- Expertise within an IT services organization is an asset
- Very strong verbal and written communication skills
- Great attention to detail
- Process oriented and systematic
- Quick learner

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