Job Description

Job Profile

Manager, Application Support Reporting to Head of Project Governance and Application Support Full-Time Position

Manager, Application Support Reporting to Head of Project Governance and Application Support Full-Time Position At Embark Student Corp. (\xe2\x80\x9cEmbark Corp.\xe2\x80\x9d), we\xe2\x80\x99re on a journey to create an entirely new student experience. One that is built on instilling confidence in students around the paths they are choosing and their ability and agency to achieve their goals for the future. As enablers and orchestrators of students\xe2\x80\x99 success, we will create access, affordability and agency for students and their champions across our services and solutions. This will provide them with guidance and support in all aspects of planning and saving for post secondary education - giving them a future-ready advantage and help them thrive well past their educational journey. Embark Corp. is cultivating an environment that enables growth, trust and pioneering. To help drive our transformation and growth, we are guided by the following strategic pillars:

• \xc2\xb7 Elevate our Expertise in Education Savings & Planning
• \xc2\xb7 Aspire to be Trusted and Easy to do Business with
• \xc2\xb7 Put our Customers in the Center of Our Experience
• \xc2\xb7 Partner to Drive Value, Scale and Reach

What makes us qualified to do this? In business since 1965 and owned and operated by a not-for-profit organization, everything we do is in service to our students. We are a diverse and passionate community of experts that firmly believes in the benefits of education, priding ourselves on helping to shape their future and empowering them to reach their full potential. As we move forward, we will leverage and build upon our unmatched expertise in the RESP space to propel both our students and our company forward, ensuring a better tomorrow. Our vision is set, our future is bright, and we\xe2\x80\x99re just getting started.
Mandate We are looking for an Application Support Manager to focus on managing and supporting the applications at Embark Student Corp., thriving on learning business applications, and providing the best possible services to all users of those applications. The incumbent will be comfortable working with users with varying levels of technical knowledge to ensure that the applications are meeting their needs, assisting them in the use of the applications and ensuring that the applications are operating as intended. The candidate will also work with our IT Team (i.e. Infrastructure; Software Development; QA) in environment management, maintenance, monitoring, incident management, as well as production support activities. The mandate includes:

• \xc2\xb7 Administrator and Configuration Role for various platforms, but primarily for Broadridge
• \xc2\xb7 Manage and support various applications / Technology tools: Salesforce CRM; OneSpan; Coconut; Zoom etc.
• \xc2\xb7 Act proactively as primary liaison between software vendor (Broadridge), business stakeholders and IT/technology teams to drive best practices and manage enhancements and improvements as necessary
• \xc2\xb7 Oversee and execute the gathering of requirements/user stories, conducting testing, updating documentation, and training related to Technology Tools
• \xc2\xb7 Write/Review communications, technical SOPs, and user guides
• \xc2\xb7 Analyze production issues and work with other internal and external stakeholders to find and implement solutions
• \xc2\xb7 Work with vendors/internal IT Team to ensure incidents are properly reviewed, resolved and released in a timely manner per established SLAs (or define new SLAs when necessary)
• \xc2\xb7 Anticipate and focus on customers\xe2\x80\x99 needs
• \xc2\xb7 Contribute to ongoing enhancement of user experience through understanding the business model and business rules
• \xc2\xb7 Apply a risk-based approach to prioritize submitted incidents/requests based on highest business impact areas while aligning to Embark Corp.\xe2\x80\x99s roadmap
• \xc2\xb7 Partner with Project Management and Infrastructure Teams to ensure all is managed across all deliverables and support is available for all release activities

CHALLENGES TO BE MET

• \xc2\xb7 Evolve the organizations best practice use of the Broadridge system \xe2\x80\x93 a cross-functional SME leader (Operations, Compliance, Sales, Technology)
• \xc2\xb7 Lead the implementation of improvements/enhancements to applications through both a hands-on approach or via larger PMO level projects
• \xc2\xb7 Work with vendors/internal IT Team to ensure incidents are properly reviewed, resolved and released in a timely manner (following established SLAs)
• \xc2\xb7 Communicate with business users on the progress of the incidents/requests
• \xc2\xb7 Review system test scripts, at times may be required to write UAT test scripts
• \xc2\xb7 Perform or work with Application Support Team members to conduct UAT testing, Regression testing, and Production testing
• \xc2\xb7 Write communications on new and updated technology tools
• \xc2\xb7 Continuously monitor the applications to ensure they are operating properly and where necessary, propose/implement changes to improve the application experience for business users
• \xc2\xb7 Write and maintain User Guides for Technology tools
• \xc2\xb7 Assess issues with Technology tools identified by the Sales advisors or internal staff, submit proposed changes or Production Defects detailing issues and action required
• \xc2\xb7 Work with Trainer to develop; create; and present training modules for users
• \xc2\xb7 Provide support on technology tools via phone; email; chat; forums etc.
• \xc2\xb7 Establish and maintain accurate work records and documents
• \xc2\xb7 Deliver work in line within agreed to effort estimates and timetable
• \xc2\xb7 Ensure awareness of priorities and report on progress and issues in a timely manner
• \xc2\xb7 Participate in discussions and clarifications between business and technical teams
• \xc2\xb7 Apply analytical/troubleshooting skills to identify problems and root causes. Anticipate obstacles and execute proactive approach to issues
• \xc2\xb7 Mentor, Coach and guide business leads, users and testers on the Embark Corp. Incident Management Process
• \xc2\xb7 Understanding of both waterfall and agile techniques, methods and approaches
• \xc2\xb7 Appropriate management or escalation of all problems
• \xc2\xb7 Readiness and confidence in installing, configuring, upgrading of business applications/systems in co-ordination with appropriate stakeholders
• \xc2\xb7 Other duties as required

WHO WE ARE LOOKING FOR At Embark Corp., we value each employee for their unique perspectives and experiences. If you are someone who has experience and skills similar to what we are looking for and is aligned with the culture and values, please consider applying!

• \xc2\xb7 Broadridge Expertise
• \xc2\xb7 Dedicated to the internal/external customer\xe2\x80\x99s needs
• \xc2\xb7 Honest, ethical, and trustworthy attitude
• \xc2\xb7 Demonstrated focus on results and business/operational improvements
• \xc2\xb7 Post-secondary education in information technology / computer science / business discipline, or related technical field
• \xc2\xb7 5+ years of experience in an Application Support role providing business support for applications
• \xc2\xb7 Previous experience in the Financial Services industry is an asset
• \xc2\xb7 Experience with supporting off-the-shelf systems as well as custom-developed systems
• \xc2\xb7 Initiative to participate in continued learning through publications & reading materials (technology)
• \xc2\xb7 Attention to detail and multitasking skills
• \xc2\xb7 Excellent critical thinking skills
• \xc2\xb7 Analytical and organizational skills, including ability to adapt to a dynamic project environment
• \xc2\xb7 Expertise at quality assurance activities such as test script writing/user acceptance testing
• \xc2\xb7 Ability to work on assignments that involve applications and systems of moderate to advance complexity, under minimal supervision
• \xc2\xb7 General understanding of the software life cycle methodologies
• \xc2\xb7 Strong business acumen; understand the link between business need and application of technology
• \xc2\xb7 Communicates (verbally and written) effectively with a team and management. Demonstrated ability to communicate technical information in a condensed manner to various stakeholders
• \xc2\xb7 Understanding of both waterfall and agile techniques, methods, approaches and agile planning tools
• \xc2\xb7 Knowledge of how to configure Broadridge Platform; and/or Salesforce CRM
• \xc2\xb7 Excellent presentation and training skills
• \xc2\xb7 Advanced Knowledge of Microsoft Office including, but not limited to Microsoft Access / Excel / Outlook / PowerPoint / Word / Visio
• \xc2\xb7 Expert User of Microsoft Teams, Azure Dev Ops and Trello
• \xc2\xb7 Excellent verbal and written communication skills
• \xc2\xb7 Understanding of Code Management process and techniques
• \xc2\xb7 Open and positive attitude
• \xc2\xb7 Someone who listens to diverse perspectives with an empathetic attitude
• \xc2\xb7 A lifelong learner that is performance driven
• \xc2\xb7 Someone who recognizes our customers as our most important stakeholders
• \xc2\xb7 The ability to work in a team setting and serve value
• \xc2\xb7 Someone who continuously takes initiative and embraces change

Work Model We have adopted a hybrid model, leveraging the best of remote and in-person work. This work model however can differ depending on roles and leaders.
Equal Opportunity Employer We at Embark Corp., are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a culture that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs. Embark Student Corp. has been Great Place to Work\xc2\xae certified since 2018.