The story behind the need:

• Business group: Global Business Payments
• Contributes to the overall success of GBP in Canada, ensuring specific individual goals, plans, initiatives are executed & delivered in support of the team’s business strategies and objectives.
• Ensures all activities conducted are following governing regulations, internal policies and procedures. The Technical Analyst is responsible for identifying, implementing, and facilitating improvements to optimize execution of call handling, fulfillment, and delivery of Customer Service.
• The Technical Support Analyst will have the opportunity to work in a cross-departmental environment to assist with on-going projects, and to maintain and develop quality management processes. They will also provide support and onboarding assistance of electronic cash management services, provided by GBP, for Client’s top tier commercial and corporate customer base. They must be motivated, a quick-learner, and can work under minimal supervision with a proven ability to multi-task and work under pressure in a dynamic environment. A systems approach to problem-solving and great attention to detail is required in this role. Proficient with the following applications (MS Office Suite, Power BI, Confluence).

Candidate Value Proposition:

• Opportunity to build a well-balanced profile within the regulatory technology and business domains. This opportunity could also lead to FTE conversion for the right team fit!

Typical Day in the role:

• Champions a high-performance environment to deepen client relationships, leverage broader Bank relationships, systems, and knowledge and contribute to an inclusive work environment.
• Responsible for identifying, implementing, and facilitating improvements to optimize the execution of processes, tasks, analysis, and reporting.
• Responsible for managing and curating the existing Concierge knowledge bank that reflects the mandate of operational excellence, research compliance, data integrity and security. Includes assessing and documenting business procedures to ensure completeness, correctness and to avoid any financial impact to both the client and Global Business Payments.
• Proactively work to streamline support processes and systems to identify areas for potential improvements via detailed documentation of client/bank processes.
• Identification of training opportunities to enable operations to take a more proactive approach in continuous learning of Sr. Tech Analyst while maintaining a level of organizational integrity that aligns with CS&S objectives.
• Working closely with our customers to continue building our relationship by providing support to their GBP electronic cash management services. Track the resolution of technology incidents impacting customers. This includes problem determination, raising tickets and assigning to the appropriate resolution groups.
• The incumbent is required to be part of a rotation to carry an on-call phone approximately 20% of the time to ensure operational support is readily available for our 24/7 cash management services we offer.
• Assist with the ongoing GBP initiatives impacting the portfolio of customers (application migrations, the onboarding of new services and more). Proactively contact customers on IT&S alerts of service disruptions. Actively support the growth of the team by providing feedback and identifying opportunities where we can better serve our customers.
• Understand the Bank’s risk appetite/risk culture in consideration of day-to-day activities and decisions.
• Actively pursues effective and efficient operations of his/her respective areas in accordance with Client’s Values, its Code of Conduct, and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.

Must have skills:

• Minimum 1-2 years of experience as a Technical Support Analyst in a challenging helpdesk environment.
• Advanced level in MS Office Suite.
• Bilingual French/English

Nice to have skills:

• Experience with Project Management Methodology would be considered an asset.
• Knowledge of Cash Management Products
• Knowledge of Confluence an Asset.
• Knowledge of Power BI reporting is an asset.
• Experience with process mapping, creating procedural documents is an asset.
• Expert understanding of GBP’s product offerings and services.
• Knowledge of GBP’s customized solution onboarding process and solutions.

Soft Skills:

• Excellent communication skills
• Stakeholder management skills
• Problem-solving skills
• Time management skills
• Self-starter

Education:

• Having a Computer Science and or Business Analysis degree is an asset.

Best vs Average Candidate:

• The ideal candidate would have experience working as technical support analyst or any client facing role.

Interviews:

• 1 round panel interview – 1 hour – In person – Behavioral questions, technical questions, Microsoft and websites, critical thinking and analytical skills.
• 2nd round as needed
• Interview availability: ASAP