Job Description

From coast-to-coast, our inspiring colleagues are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. With our team, you\xe2\x80\x99ll bring this purpose to life every day by living our Values, being open to change, and pursuing your goals.

In return, we\xe2\x80\x99ll give you countless opportunities to learn and grow, alongside a diverse and passionate community of experts \xe2\x80\x93 the best the industry has to offer. You\xe2\x80\x99ll be empowered to be your best self, do your best work, and make a meaningful impact. Here, you can help shape the future of insurance, win as a team, and grow with us.

About the role

We\xe2\x80\x99re looking for an IT Technical Advisor Specialist to join our growing team!

Job Summary

Reporting to the Service Delivery Operations Manager and as a member of the Operations team, you will be responsible for the technical support of your region and participate in the knowledge base management under the scope of the IT end-user Service Delivery responsibilities. You will also be supporting the team Unit Manager to deliver the best possible user experience, identifying technical coaching opportunities and continuous improvements.

Your focus will be to tackle high end problems and opportunities, and to understand the distinct needs of our operational environment. While being region based you will always maintain a national perspective. You will be a point of contact for asset management, forecasting and planning for the distribution of our equipment. There will be a strong focus on mentoring the technicians in your region.

This role will involve collaborating with various internal partners as well as respective business units to manage and maintain a consistently high level of service and technical expertise while applying best practices in IT operations within the Service Delivery framework.

Specific Accountabilities

• Analyze team performance, identify continuous improvement opportunities and participate in training
• Monitor asset management, help with forecasting, coordinate distribution activities and provide regional stockroom management
• Participate in the knowledge base evolution by creating and approving knowledge articles.
• Act as a coordinator for day-to-day scrums to ensure project deliverables, tasks, workload balancing, priorities, escalations are being met and instill a mindset of continuous improvement.
• Provide expertise in resolving all the technical issues escalated from team members. May require involvement/escalation with outside departmental, vendor support teams or external partners
• Ensure and cultivate good relationships with the business units and IT teams (our partners)
• Contribute input to development plan for team members working with the unit manager and manager of the Operations team
• Participate in process optimization activities to improve performance
• Work with colleagues from other Service Delivery teams to ensure timelines and deliverables are in line with all shared deployment efforts.
• Participate in operationalization of projects and related activities by overseeing the documentation of standard operational procedures (SOP\xe2\x80\x99s)

Requirements & Experience

• University degree/College diploma in related field
• Understanding of ITIL methodologies, ITIL\xc2\xae v3 Certification a must
• 5-8 years\xe2\x80\x99 experience in end-user technical domain of expertise, supporting end-user services, products & solutions
• Bilingual - English and French preferred, spoken and written
• 3-5 years experience in all aspects of IT Incidents & Problem Management activities
• Strong understanding of Windows 10/ 11 Operating systems, M365 collaboration suite a must
• Understanding of Mac OS 10.15+ and deployments with JAMF Pro preferred.
• Understanding of System Center Configuration Manager (SCCM) and Intune.
• Autonomous, rigorous and quality driven.
• Solution and customer experience oriented
• Demonstrated ability for end-user support and customer service skills, ability to manage client expectations
• A sound understanding of networks, platforms, products & tools, and how these interact with each other, how they deliver services to end user, and how they relate existing measurements & indicators
• Demonstrated ability to respond promptly, thoughtfully, and effectively to changing priorities and situations
• Superior knowledge of the Problem Management Process
• Demonstrated leadership and coordination skills combined with the ability to create and maintain a sense of urgency across all resolver groups, and to drive and resolve incidents in a high-pressure, dynamic, real-time environment
• Strong problem-solving capabilities, able to work quickly and maintain a methodical and calm approach while working under stressful situations
• Excellent group communication skills such as leading discussions, briefing sessions, forums, and telephone conferences. Collaboration skills a must
• Capacity to influence outcomes, attain results, drive issues to closure, set high standards of performance and pursue challenging goals
• Other duties as required by management
• May involve limited travel at other Intact locations

What we offer

Working here means you\'ll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

A financial rewards program that recognizes your success

An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased

An extensive flex pension and benefits package, with access to virtual healthcare

Flexible work arrangements

Possibility to purchase up to 5 extra days off per year

An annual wellness account that promotes an active and healthy lifestyle

Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities

Inspiring leaders and colleagues who will lift you up and help you grow

A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

We are an equal opportunity employer

At Intact, we value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We\xe2\x80\x99ll work with you to meet your needs.

, including background checks, internal candidates, and eligibility to work in Canada.

If you are an employee of Intact, belairdirect, or Johnson Insurance, please apply for this role on Contact People.

Intact