Position Snapshot
Business area: Nestl\xc3\xa9 USA, Mexico & Canada
Job title: Lead IT User Support
Location: Montreal, Quebec
Grade: 17


Position Summary
The Lead, IT User Support guides and promotes optimal use of technology and best practices to support the cost effective delivery of business requirements within their area of expertise. Working at the leading edge of IT for the product or platform, the technology Expert performs preliminary studies, helping to set the technological direction with the product or platform manager. You will support with the delivery and sustain the most complex applications, practices, business capabilities, and may be accountable for specific deliverables in relation to development or support or may lead the technical activity within their area of specialty.


A day in the life of the Lead, IT User Support:


Technology Expertise:

• Provides deep specialist guidance and support in their specific specialties (e.g. field services, service desk, asset management process and tools)
• Supports the integration of solutions with various technologies
• Supports and influences the technical activity (design, build, testing) in significant or complex innovation initiatives, accountable to the Innovation or Product Manager for the delivery and quality of technical deliverables
• Acts as the voice of receivers under his/her scope to the global product towers - driving innovation and continuous improvement in their area of expertise (i.e. user experience, asset control, onboarding, field services, mobility, deployment, management tools, etc)
• Accountable for the services provided by the partners in his/her specific area of responsibility to ensure quality and receiver satisfaction
• Works with vendors on solutions and tools that might be specific to their area of scope;
• Understand the tools provided by the vendor in order to leverage ways of working, supporting product adoption and improvement for their area of scope
• Operational effectiveness and efficiency
• Provides the product team with technical expertise, advising on best technology solutions, translating the business vision into technical vision

Stakeholder Engagement:

• Works with IT Innovation managers, Product Managers, Tech Leads, Solution Architects, partners and Business Analysts as required to ensure any solution within their specific specialism fits with strategic and technical direction
• Assists others in resolving complex technical problems and investigating the root cause of problems and recommends smart (specific, measurable, achievable, realistic, timely) solutions
• Participates in peer reviews of deliverables and carries out formal and informal reviews of technical designs, standards, documentation and/or implementations
• Provides guidance, directions and also, if needed, technical support to product teams, mentoring and sharing technology knowledge with the teams.

Supplier and Strategic Partners Management

• Liaises closely with suppliers and vendors, for example to ensure products with quality, alignment with business needs , vendor management
• Participation in specialism area communities (trainings, conferences, publications etc.)
• View points on emerging technologies and possible impacts
• Handles the number of incidents/issues after the quality control in production
• Supports number of improvement initiates implemented in partnership with partner

What will make you successful?

• Bachelor\'s degree in computer science, system analysis or a related study, or equivalent experience
• 6+ years of experience in the relevant area of expertise
• Experience of successfully leading technical evaluations
• Experience of resolving technical issues, including those involving 3rd parties
• Preferably certification in corresponding technical fields
• Experience with effective communication at different levels in the organization and in English
• Experience working in a global environment and with virtual teams
• Experience with leading and influencing internal and external teams

Benefits

• Comprehensive total rewards benefits package including Health and Dental benefits that start on Day One of employment
• Company matched pension plan
• Four weeks of Vacation and five personal days (Personal Paid Holidays)
• Flexible and hybrid work arrangements
• Excellent training and development programs as well as opportunities to grow within the company
• Access to Educational Assistance & Tuition Reimbursement
• Bonus eligibility
• Free Headspace Account \xe2\x80\x93 guidance to create habits to support your mental health
• Up to 50% off \xe2\x80\x93 Nespresso Coffee Machine, Capsules and accessories
• Access to the Discount Company store with Nestl\xc3\xa9, Nespresso, and Purina products (Located across various Nestle offices/sites)
• Additional discounts on a variety of products and services offered by our preferred vendors and partnerships

We have a friendly, supportive team with a coaching and mentoring environment. There are real opportunities for future development and progression \xe2\x80\x93 this really could be a move towards the exciting IT career you\xe2\x80\x99ve always wanted.


What you need to know


We will be considering applicants as they apply, so please don\xe2\x80\x99t delay in submitting your application.

Nestl\xc3\xa9 Canada is an equal-opportunity employer committed to diversity, equity, inclusion, and accessibility. We welcome qualified applicants to bring their diverse and unique experiences as a result of their education, perspectives, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran\xe2\x80\x99s status, colour, religion, disability, sexual orientation and beliefs.


If you are selected to participate in the recruitment process, please inform Human Resources of any accommodations you may require. Nestl\xc3\xa9 will work with you to ensure that you are able to fully participate in the process.