Systems Support Analyst

September 23 2022
Industries Bank, Insurance, Financial services
Categories Analyst, Bank, Insurance, Financial Services, Bank, Insurance, Financial services, Business Systems Analyst, Customer service, Help Desk, Information Technology, Internal support (ACD, PABX, CTI, CRM...), Sales, Business Development, Support, Assistance
Toronto, ON

Join our team and make a difference! We are passionate about taking care of our customers and ensuring we are there when they need us most. With over 200 community branches and 2,700 employees, we’re proud to say that BrokerLink has become one of Canada’s largest and most reliable insurance brokerages. We know how to serve you better because we know where you’re coming from. It’s the personal touch that counts!

The Position:

We are hiring for a System Support Analyst to join our Technology & Solutions Delivery department! The location of the position will be based out of our Toronto office.

In this role, you are a key contributor to strategic business and acquisition projects, core system updates and efficiency-driving requests. The role provides BMS support to colleagues and interacts with a variety of team members including Corporate and BrokerLink Branch management. You will also interface with some of our key vendors and insurance carriers as related to system integration processes.

What you will be doing:

  • Analyze and configure new system releases or features as directed, and document results
  • Understand, manage, and communicate technology security access procedures and follow those procedures so that security access audits pass successfully
  • Within a defined level of responsibility, comprehend various systems’ business tables and maintain and update according to business needs
  • Manage a variety of routine, daily requests following BrokerLink procedures and processes, while meeting Service Level objectives. Consistently fulfill the ticket system data entry requirements. Upon thorough review of knowledge base, escalate where the incident lies outside of existing processes and expected resolution steps.
  • Maintain BrokerLink system support internal knowledge base, drafting documentation for known request resolution paths and obtaining approval to post
  • Within an area of expertise, understand and share system usage procedures. Under direction, update procedure documentation, to manage changes in tools and usage
  • On a consistent basis provide the following results:
  • High quality security, configuration, and system process analysis, resulting in fully documented proposals and/or change control documentation
  • Volume of fully processed incident tickets meets department standards based on ticket type, with minimal reopened tickets
  • Escalation is appropriate and leads to problem resolution and new info in the knowledge base
  • Communication, verbal and written, is professional and results in satisfactory survey results
  • Team orientation is evident leading to the employee survey results are in the 75 to 80 percentiles
  • Other duties as required

What you bring to the table:

  • Technology Post-Secondary Education
  • RIBO/AIC, CIP/CAIB or ITIL General Practitioner preferred
  • 1-3 years of customer service work in an automated environment which an understanding of helpdesk or service desk automated ticketing system
  • Advanced analytical and problem resolution capabilities
  • Time management, organizational skills
  • Quick and adaptable learner
  • Computer and automation savvy
  • MS Office suite at advanced level
  • Excellent customer service orientation and good written and verbal communication skills
  • Able to work both independently and in a team environment
  • High degree of professionalism, with demonstrated ability to live our values

What is in it for you:

  • Commitment to your growth and development
  • Flexibility in how and where you work
  • A competitive compensation packages
  • Flexible health and dental benefits package
  • An RRSP with a company matching component
  • A casual ‘dress for your day’ environment
  • Be a part of a company that is one of Canada’s best employers (Named by Kincentric in 2021).

We thank all applicants for their interest, but only those selected for an interview will be contacted.

BrokerLink is committed to providing an accessible environment. Accommodations are available on request for candidates taking part in the selection process.

At BrokerLink, we know there is more to your decision about where you work than just the work itself. We know that helping our people achieve their career goals in a culture that offers growth and balance is what sets us apart. Our commitment to our employees is to offer workplace benefits that set the standard for them and their families. Along with a professional and fulfilling work environment, we provide competitive compensation, comprehensive benefit programs and a commitment to ongoing professional development.

Our values help guide us and our commitment to excel in all aspects of our business. Joining our team means you will have the opportunity to live our values.

Discover more about BrokerLink! Visit our new dedicated Webpage.

At BrokerLink, we value diversity and are committed to creating an inclusive workplace that inspires each of us to be the best we can be. Join our team and make a difference!

Apply now!

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