Senior Application Support Coordinator
4 weeks ago
Job Summary
Job Description
What is the opportunity?
RBC Insurance Technology is seeking to hire a Senior Application Support Coordinator for its Insurance Technology Platform Support team. The Insurance Technology Platform Support Team is a specialized unit dedicated to ensuring the optimal performance, availability, and resilience of IT applications used in the insurance line of business. With a unique blend of technical expertise and industry-specific knowledge, this team plays a critical role in ensuring the seamless operations of digital services that cater to both the business's internal and external stakeholders.
As the Senior Application Support Coordinator, you will play a pivotal role in the operational efficiency of our IT support structure. You will oversee the management of ticketing systems, ensuring that incidents, problems, and service requests are appropriately categorized, prioritized, assigned, and resolved within service level agreements (SLAs). You will be an expert in using ITSM tools such as ServiceNow and JIRA, and you will be responsible for the smooth functioning of problem and incident management processes.
What will you do?
- Ticket System Management: Oversee the ticketing system, ensuring it is efficiently organized, and tickets are routed to the correct support level and team.
- Incident and Problem Oversight: Monitor incident and problem management processes, making sure that all issues are handled in accordance with established SLAs.
- Workflow Coordination: Coordinate workflows between support levels and teams, ensuring seamless ticket escalations and handoffs.
- Reporting and Analysis: Generate regular reports on ticket volumes, resolution times, and other key performance indicators to identify trends and areas for improvement.
- Quality Control: Perform quality checks on ticket handling and resolution, providing feedback to support teams and individuals.
- Process Improvement: Continuously review and improve ticket management and support processes to enhance efficiency and effectiveness.
- Tool Expertise: Maintain a deep understanding of ServiceNow, JIRA, and any other ticketing and ITSM platforms used within the organization. Manage communication channels (e.g. email, mailbox, chat).
- Queue Management: Perform daily queue health checks, ticket reassignment for workload balancing, and implement queue backlog reduction strategies.
- User Satisfaction: Develop user feedback collection mechanisms, provide analysis and reporting on user satisfaction metrics, and develop strategies for improving user satisfaction.
What do you need to succeed?
Must-have:
- Bachelor’s degree in Information Technology, Business Administration, or a related field.
- 3+ years of experience in IT support, with a strong focus on ticket management and ITSM processes.
- Proficiency with ITSM platforms such as ServiceNow and JIRA.
- Solid understanding of problem and incident management methodologies.
- Experience in using reporting and analytical tools to monitor ticket trends and team performance.
- Knowledge of IT support frameworks and best practices.
- A proactive mindset with a focus on developing proactive measures to reduce ticket volumes.
Nice-to-have:
- Insurance industry experience.
- Experience as a scrum master, or project manager.
- Certifications in ITIL, ServiceNow, or related fields are highly preferred.
- Experience in a managerial or supervisory role within an IT support environment.
- Familiarity with change management processes and how they integrate with incident and problem management.
What’s in it for you?
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable.
- Leaders who support your development through coaching and managing opportunities.
- Ability to make a difference and lasting impact.
- Work in a dynamic, collaborative, progressive, and high-performing team.
- A world-class training program in financial services.
Job Skills
Critical Thinking, Customer Support Systems, Group Problem Solving, Installation Support, IT Service Level Management, IT Service Management (ITSM), IT Standards, Technical TroubleshootingAdditional Job Details
Address:
120 WESTERN PKY:BEDFORDCity:
BEDFORDCountry:
CanadaWork hours/week:
37.5Employment Type:
Full timePlatform:
Technology and OperationsJob Type:
RegularPay Type:
SalariedPosted Date:
2024-05-03Application Deadline:
2024-05-15Inclusion and Equal Opportunity Employment
At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.
Join our Talent Community
Stay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you.
Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.
-
Grant and Fundraising Coordinator
2 weeks ago
Mississauga, Canada Peel Senior Link Full time**Job Type**: Contract Salaried, Full-time **Salary**: $20/hour Peel Senior Link, a non-profit charitable organization established in 1993, provides personal care & home-making and other complementary support services. Peel Senior Link maximizes independent living--helping seniors live with dignity, stability, and safety. Peel Senior Link is funded by the...
-
Application Support Analyst
2 weeks ago
Mississauga, Canada Apex Group Full timeApplication Support Analyst Location: Mississauga, ON, Canada Date Posted: Feb 27, 2023 **Description** - The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers. Apex has continually improved and evolved its product suite by surrounding these core administrative...
-
Rai Coordinator Non-union
2 days ago
Mississauga, Canada Sienna Senior Living Full timeIf you’re passionate about being a part of a team that is, committed to the Team Member Experience and driven by innovation and growth - then join us! The RAI Coordinator is a critical role within our communities as it impacts the lives of residents and ignites the warmth of human connection. As an RAI Coordinator your typical day will impact in the...
-
Application Support
4 weeks ago
Mississauga, Canada Axelon Services Corporation Full timeGlobal Financial Firm located in MISSISSAUGA, ON has an immediate contract opportunity for an experienced Application Support " This role is currently on a Hybrid Schedule. You will need to have reliable internet, computer and android or iphone for remote access into the client systems during remote work. We will be expected in the office...
-
Marketing Coordinator
4 weeks ago
Mississauga, Canada Cogir Senior Living Canada Full time**Description** Cogir Senior Living manages retirement residences across the country. We offer a range of senior living options including independent living, assisted living and memory care. For over 25 years, we have dedicated every day to the happiness of retirees. **Human Focus - Creativity - Excellence** We’re seeking individuals with a purpose and...
-
Reminiscence/memory Care Coordinator
1 day ago
Mississauga, Canada Sunrise Senior Living Full timeOverview **_ "Sunrise is the best place that I've ever worked, simply because of the people. We provide quality care in an environment that feels like home. Our focus is doing what’s right for the resident. For me, that’s a big breath of fresh air."_** - **_Sunrise Leader_** At Sunrise, our Reminiscence Coordinator is responsible for providing overall...
-
Application Support Senior Analyst
1 month ago
Mississauga, Canada Citi Full timeCiti Overview Citi, the world leading global bank, has approximately 200 million customer accounts and a presence in more than 160 countries and jurisdictions worldwide. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and...
-
Application Support Senior Analyst
4 days ago
Mississauga, Canada Citigroup Inc. Full timeCiti OverviewCiti, the world leading global bank, has approximately 200 million customer accounts and a presence in more than 160 countries and jurisdictions worldwide. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment...
-
Application Support Senior Analyst
4 days ago
Mississauga, Canada Citigroup Inc. Full timeCiti OverviewCiti, the world leading global bank, has approximately 200 million customer accounts and a presence in more than 160 countries and jurisdictions worldwide. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment...
-
Application Support Senior Analyst
4 days ago
Mississauga, Canada Citigroup Inc. Full timeCiti OverviewCiti, the world leading global bank, has approximately 200 million customer accounts and a presence in more than 160 countries and jurisdictions worldwide. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment...
-
Application Development Senior Analyst
1 month ago
Mississauga, Canada Citi Full timeThe Applications Development Senior Programmer Analyst is an intermediate level position responsible for participation in the establishment and implementation of new or revised application systems and programs in coordination with the Technology team. The overall objective of this role is to contribute to applications systems analysis and programming...
-
Application Support
3 hours ago
Mississauga, Canada Axelon Services Corporation Full timeGlobal Financial Firm located in Mississauga, ON has an immediate contract opportunity for an experienced Application Support "This role is currently on a Hybrid Schedule. You will need to have reliable internet, computer and android or iphone for remote access into the client systems during remote work. We will be expected in the office weekly 3 days...
-
IT Support Coordinator
1 week ago
Mississauga, Canada LOGIX DATA PRODUCTS Full time**Support Coordinator/Service Supervisor** LOGIX Data Products Inc. specializes in End-to-End IT Solutions providing Hardware, Software, Networking, Customized Solutions, Data Security, Internet Security, Managed Services and Internet Services to Small and Medium Size Businesses throughout the GTA and surrounding areas. For almost 40 years, we have built...
-
Application Development Senior Analyst
4 days ago
Mississauga, Canada Citigroup Inc. Full timeThe Applications Development Senior Programmer Analyst is an intermediate level position responsible for participation in the establishment and implementation of new or revised application systems and programs in coordination with the Technology team. The overall objective of this role is to contribute to applications systems analysis and programming...
-
Application Development Senior Analyst
4 days ago
Mississauga, Canada Citigroup Inc. Full timeThe Applications Development Senior Programmer Analyst is an intermediate level position responsible for participation in the establishment and implementation of new or revised application systems and programs in coordination with the Technology team. The overall objective of this role is to contribute to applications systems analysis and programming...
-
Application Development Senior Analyst
4 days ago
Mississauga, Canada Citigroup Inc. Full timeThe Applications Development Senior Programmer Analyst is an intermediate level position responsible for participation in the establishment and implementation of new or revised application systems and programs in coordination with the Technology team. The overall objective of this role is to contribute to applications systems analysis and programming...
-
Application Support Analyst
2 days ago
Mississauga, Canada Citi Full timeDescription About Citi: Citi has 12,000 offices in 140 countries around the globe. We have been around for nearly two centuries and over that time, have cultivated the world’s largest financial services network. Today, Citi is built on the experience of 300,000 employees. Citi is deeply embedded in the financial services sector and is represented in...
-
Senior Patent Coordinator
2 weeks ago
Mississauga, Canada AstraZeneca Full timeSenior Patent Coordinator Hybrid Work- on average 3 days/week from office Minimum 1 day from our Mississauga office and 2 days from our Mississauga or Downtown office AstraZeneca is shaping the future of healthcare by expanding our global presence and harnessing innovation to make an even greater impact on society and the planet. As part of this...
-
Application Support Technology Analyst
2 weeks ago
Mississauga, Canada Citi Full timeAre you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in analysis, problem solving and communication to Citi’s Fixed Income Trade Capture Support Team. Our Team: Production Management Working as part of our Production Management team, you will help deliver a world class...
-
Service Manager
1 week ago
Mississauga, Canada Peel Senior Link Full timePunjabi Community Health Services (PCHS) is a pioneer community-based, not-for-profit, charitable organization. PCHS has been fulfilling the needs of diverse populations for 32 years by providing services in addictions, mental health, geriatric, health promotion, domestic violence, parenting, settlement and services for women, children and youth. PCHS has...