Job Description

Company Description

Make an impact at a global and dynamic investment organization

When you invest your career in CPP Investments, you join one of the most respected and fastest growing institutional investors in the world. With current assets under management valued in excess of $500 billion, CPP Investments is a professional investment management organization that globally invests the funds of the Canada Pension Plan (CPP) to help ensure long-term sustainability. The CPP Fund is projected to reach $3 trillion by 2050. CPP Investments invests in all major asset classes, including public equity, private equity, real estate, infrastructure and fixed-income instruments, and is headquartered in Toronto with offices in Hong Kong, London, Luxembourg, Mumbai, New York City, San Francisco, S\xc3\xa3o Paulo and Sydney.

CPP Investments attracts and selects high-calibre individuals from top-tier institutions around the globe. Join our team and look forward to:

• Diverse and inspiring colleagues and approachable leaders
• Stimulating work in a fast-paced, intellectually challenging environment
• Accelerated exposure and responsibility
• Global career development opportunities
• Being motivated every day by CPP Investments\xe2\x80\x99 important social purpose and unshakable principles
• A flexible/hybrid work environment combining in office collaboration and remote working
• A deeply rooted culture of Integrity, Partnership and High Performance

If you share a passion for performance, value a collegial and collaborative culture, and approach everything with the highest integrity, here\xe2\x80\x99s an opportunity for you to invest your career at CPP Investments.



Reporting to the IT Manager, the Senior IT Analyst is responsible for:

• Manage performance of techbar/Help desk distributed IT support team and Vendors with Service Level reviews regularly.
• Provide IT Service Management oversight for Incidents, Service Request, Problem and Change Management for issues.
• Lead the Disaster Recovery/Business Continuity practice on behalf of techbar.
• Drive Metrics & Controls aligning to Business Values for multiple IT Techbar Teams including Front line, Offshore Office Support, 2nd level, and 3rd level deskside team, enhancing the sun model globally with KPI improvements and cost savings:
• Collaborate across towers to enable effective service delivery for all technology needs.
• Provide productivity and status reporting to management. Ensure all activities comply with corporate standards and controls.
• Develop and set operating model strategies for the Service Desk and IT Delivery Management areas (insource vs outsource).
• Tracking and managing IT assets (hardware & software) throughout their lifecycle, ensuring logical and consistent operational processes are defined and standard systems are implemented to acquire and maintain assets.
• Ensuring accurate and complete asset information is available to supply financial reporting to the Business Management Office
• Completing user setups, changes, and deactivations in Active Directory, O365 and other systems
• Coordinating and participating in user desk moves; some of which take place afterhours and weekends.
• Assisting users in resolving issues with computer hardware or software
• Responding to user inquiries, assess problems and issues with IT equipment and applications and help resolve via walk-up, email, or phone (IVR).
• Managing incidents and service requests effectively; ensuring information is captured in the ticketing tool.
• Contributing to the development of an internal knowledge base

This role requires sound knowledge and experience on end user technologies specifically with O365, and various hardware, ability to triage incidents thoroughly utilizing internal knowledge base as well as external resources. The team will take turns to provide after hours on-call support.

The successful candidate will provide supplemental assistance to other Techbar teams as required or could be asked to rotate to other roles within the Techbar.

Key Priorities for this role include:

• Meet and Exceed KPIs consistently. Handle and aim to Resolve all Assigned Tickets efficiently and with utmost care to Quality of Service: Target is to resolve incident tickets within 24 hours, tickets requiring longer resolution will require proactive follow-through with clients.
• Global Service Desk Collaboration & Documentation: Collaborate actively with Global Service Desk peers (through email, group Chats, etc.) and work to raise the overall technical proficiency of the team and consistency of the team service through sharing of knowledge. Technical writing to capture experience and steps in knowledge base is critical to the success of consistency. Partner with Team Lead and Manager to promote a high performing team-oriented environment that is instilled with a culture of quality and customer service that exemplifies the firm\xe2\x80\x99s Guiding Principles
• Be adaptive to Changes as Service Desk evolves: CPP Investments is going through major overhaul of end user technologies through implementation of O365 suite. The implementation will introduce new control principles, processes, and workflow where input from all team members is critical to refine the process and practice.

Qualifications

• 8-10 years of IT service desk experience in a financial services environment preferred.
• Ability to deliver a consistent level of customer service across the team.
• Excellent written and verbal communication skills.
• Solid Software/Hardware Asset Management experience. Asset Management tool and workflow experience.
• Imaging software experience \xe2\x80\x93 SCCM, Altiris, etc.
• 10+ years of experience in working with MS Active Directory, O365 suite (Exchange Online, Skype, OneDrive, Intune, etc.,), mobile devices, VPN/network and various end user software is a must.
• Access Management experience a must (AD, Folder permissioning, etc.)
• Solid ITSM Tool experience (preferably ServiceNow).
• Reporting capabilities \xe2\x80\x93 excel, pivot tables, vlookups, charts, data analytics, etc.
• Experience in technical writing for creating and maintaining concise Knowledge Base articles.
• Ability to create flowcharts/presentations to present improvements to create efficiencies.
• Commitment to CPP Investments\xe2\x80\x99 guiding principles of integrity, partnership, and high performance.

Additional Information

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At CPP Investments, we are committed to diversity and equitable access to employment opportunities based on ability.

We thank all applicants for their interest but will only contact candidates selected to advance in the hiring process.

Our Commitment to Inclusion and Diversity:

In addition to being dedicated to building a workforce that reflects diverse talent, we are committed to fostering an inclusive and accessible experience. If you require an accommodation for any part of the recruitment process (including alternate formats of materials, accessible meeting rooms, etc.), please let us know and we will work with you to meet your needs.

Disclaimer:

CPP Investments does not accept resumes from employment placement agencies, head-hunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other web-site job postings. Any resume or other information received from a supplier not approved by CPP Investments to provide resumes to this posting or web-site will be considered unsolicited and will not be considered. CPP Investments will not pay any referral, placement or other fee for the supply of such unsolicited resumes or information.

Mandatory Vaccine Policy

All employees in the Toronto, Sydney and Hong Kong offices will be required to be vaccinated against COVID-19. Accommodations to this policy will be made for medical or other protected grounds. Please contact us to discuss any accommodation needs.

CPP Investments