We are proud at Chartwell to develop new and innovation service delivery models and this new role is part of an innovative strategy to reduce the administrative burden in our homes and rethink how we help our residences reduce the red-tape and inefficiency around important and necessary business processes so that our residences can focus on their primary goal to provide our residents with a “Very Satisfied” customer experience, ensuring that our residents feel safe, feel at home and have a great day every day.
The Senior Business and Systems Support Centre (BSSC) Analyst is part of a new team (the “BSSC”) of multidisciplinary/cross-trained experts who assist our homes to execute business processes and efficiently use our systems. The BSSC team will provide our residences 24/7 support for technical challenges – both business process and system related – that our homes encounter. The BSSC team is also responsible for the end-user support of our desktop environment through an ITIL-compliant Service Desk as well as via remote field support technicians, both in-house and third-party contracted services.
The Senior BSSC Analyst is responsible for supporting all information services-governed systems providing both technical as well as business process support to the Chartwell computing community. He/she is motivated to ensure that our residences spend as little time as possible on business processes and systems in order to free up time for our homes to spend directly with our residents and their families. He/she possesses a superior customer service mindset and prioritizes services based on Chartwell’s service standards: “Safety, Respect, Efficiency, WOW”. In addition, in order to ensure that we safeguard Chartwell’s information including personal health and financial information, the Senior BSSC Analyst needs to act according to our internal controls standards and within our policies and procedures.
The Senior BSSC Analyst’s foremost priority is to help ensure the efficient operations of our residences while maintaining Chartwell’s internal control standards. The scope of end-user technology under the support of the BSSC includes but is not limited to: Citrix managed desktop to 2500 users in over 175 locations nationally, 300 corporate users residing in three primary corporate offices or individual home offices, 160-person sales-focused virtual call centre and 1200 mobile devices. Business process support scope includes but is not limited to: Finance systems, Customer Relationship Management systems, call centre (VoIP) and Google Premier Business Applications deployed both in-house or as SaaS and Cloud-based computing models. Field-based systems such as emergency call, building automation, phone and security systems also fall under the support umbrella of the Senior BSSC Analyst.
Practicing our corporate values of RESPECT, the successful candidate’s responsibilities will include, but are not limited to, the following:
Handling of assigned tickets through a formalized incident management system (“ServiceNow”) according to procedures set forth by the Director, Business and Systems Support Centre;
Participating in rotational standby/oncall duties;
Adherence to documentation standards for all incidents;
Adherence to all IT general controls, supporting compliance reporting and directly participating in a disciplined incident management framework as it relates to the support of Chartwell’s business systems and end-user facing devices;
Following IT Service Management and Asset Management best practices, following operating procedures, adhering to standards of quality (process and product);
Bringing forward ideas for improving efficiency, quality of service to the Director, Business and Systems Support Centre;
Participating in or providing data in support of external and internal audits, as required;
Providing support for the implementation of new systems and business process transformation initiatives;
Interfacing with key information technology vendors and service providers, as required to resolve issues;
Connecting the impact of excellence in customer experience to resident satisfaction, job satisfaction and occupancy/revenue;
Applying key concepts of “lens of the customer” in daily interactions with our internal customers;
Showing a commitment to implement personal behavior changes that will lead to improved service excellence and staying abreast of emerging technologies;
Other duties as assigned.
The ideal candidate will possess:
Minimum 10 years of progressive and pertinent Information Services or support experience working in an environment of comparable complexity supporting end-users directly;
Bachelor’s degree, with a preference given to a degree in a relevant and pertinent field of study;
ITIL certification, Internal controls or applied knowledge thereof;
Demonstrated experience providing business process and functional how-to support in addition to traditional technical support with preference given to candidates with ERP functional support and/or implementation experience;
Demonstrated support experience in a distributed Windows Server environment (with many remote networked locations) with a mixture of Cloud/SaaS and on premise systems experience;
Solid knowledge and understanding of network environments, concepts and technologies;
Experience in a managed desktop environment (such as Citrix);
Working knowledge of MS Windows server environments, Active Directory and Canadian privacy regulations;
Experience supporting VOIP phone systems (Avaya, Toshiba, Panasonic or others) – asset;
Experience supporting emergency response systems (SARA, Momentum, Ascom or others) – asset;
Healthcare industry exposure – asset;
Strong analytical and problem-solving skills; quick learner, curious and inquisitive;
Superior interpersonal skills with a client-service orientation;
Bilingualism (English/French) is required;
Willingness to perform standby/oncall duties in support of 7/24 coverage (rotational basis);
Willingness to travel to sites on occasion.