IT Support Coordinator

5 days ago

Longueuil, Canada Innergex Full time

You have a strong interest in continuous process improvement?

You have relevant experience in this field?

Do you want to be part of a growing company and a team of experienced professionals?

Join the Innergex team. You will report to the Director of Architecture and Evolution and will be responsible for ensuring that the day-to-day activities of the user support process practitioners are in compliance with established policies, standards and practices. You will work collaboratively with the various groups to evaluate process performance and identify opportunities for improvement. You will play a key role in the day-to-day operation and continuous improvement of the user support process.

Your day-to-day:

- Define the action plan for the user support service aimed at employee productivity;
- Coordinate technical teams to ensure resolution of tickets following the incident management procedure;
- Ensure documentation is regularly updated, including but not limited to process guide, procedures, job aids and training material according to ITIL standards;
- Ensure governance of the support process by ensuring that activities and procedures are properly executed by all practitioners;
- Drive the efficiency and effectiveness of the incident management process by ensuring that appropriate metrics and key performance indicators are produced and by producing and reviewing performance reports;
- Manage the vendors involved in the user support process by measuring their performance and integration with the internal team;
- Manage user support improvement projects to ensure timelines, budget and scope are met;
- Develop and manage contractual documents.

Your skills, our requirements
- University degree in computer science, business computing or information management or equivalent experience.
- ITIL certification
- A minimum of 5 years of professional experience, 2 of which must be in a similar position
- Experience in customer service and user support
- Previous experience in agile methodologies (experience in product management) an asset
- Experience in requirements analysis and business process reengineering
- Experience in project management and incident management
- Experience in supervising staff and special projects
- Poficient in written and spoken French and English, Spanish an asset.

Additional considerations:

- The position is based at the company's head office located in Longueuil, a few steps from the Longueuil-Université de Sherbrooke metro station;
- Possibility of workining remotely (hybrid formula).

Innergex Renewable Energy Inc. is an independent renewable energy producer with an extensive and growing portfolio of assets in Canada, the United States, France and Chile. The Corporation develops, acquires, owns and operates hydroelectric facilities, wind farms, solar farms and energy storage facilities.

For more than 30 years, Innergex has believed in a world where abundant renewable energy promotes healthier communities and creates shared prosperity. We are convinced that generating power from renewable sources will lead the way to a better world. We remain committed to responsible growth that balances people, our planet, and prosperity. We believe in offering an engaging, inclusive and supportive work environment where each team member can thrive.

Innergex employees are offered competitive wages, group benefits, a dynamic work environment, and the opportunity to contribute to building a better world.

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Innergex22

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