Service Experience Coordinator

Permanent Full Time 

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Do you thrive on solving problems? Are you results-driven and have strong communication skills? Canada Life is seeking for a Service Experience Coordinator to join our Information Technology Service Experience organization.

Reporting to the Director, this role will be a vital part of our Service Desk Services team.

Given the size and scope of our organization, we have the flexibility for this position to be located in the following head office locations: London, Toronto, or Winnipeg. 

What you will do

As a dynamic, interpersonal, and energetic team member, you contribute to the overall support and stability of the IT organization through complex service request resolution, execute on delivery improvement opportunities, and create contact reduction strategies.

• Identifying impacts, opportunities and risks that might impact the end-user experience.
• Monitors real time end user incident reporting and resolution information and trends to support quick identification and resolution of service issues.
• Develops and delivers information packages related to process and communication between various partners and stakeholders
• Review and develop recommendations regarding the effectiveness of delivery programs, frameworks/methodologies, processes and procedures
• Serves as a focal point for escalation management for end-user requests and Incidents
• Manages complex or confidential requests requiring special handling (e.g. Annual General Meetings, confidential terminations, etc)
• Develops, maintains and leverages relationships across the organization
• Utilizes Service Level reporting and case management experience to identify chronic performance challenges within the organization
• Reporting as necessary on various items including but not limited to individual and overall incidents, audit requests and other ad hoc as required

What you will bring 

• 5+ years of professional technology support experience in a large application or infrastructure environment
• 3 year post-secondary school education in a technology related field
• Demonstrated breadth of understanding of multiple technology areas (i.e. one or more of: Unix, Intel, enterprise storage, networking, database, IT security, web infrastructure, application support, Cloud computing)
• Breadth of knowledge across multiple core technologies and multi-tier applications and platforms (e.g, Support Work Flow Processes / Onboarding Product Technologies / ServiceNOW / MS Teams Planner / JIRA/ Knowledge Base Articles.)
• Ability to think like an end user customer, and often a less technologically savvy one
• Ability to work and adapt in high pressure, fast paced environment and maintain calm during stressful situations
• Exhibit solid communication skills, both written and verbal with the ability to communicate and articulate technical information into business language
• Effective influencer without authority for driving work and direction across multiple teams and technology discipline, geographical locations; ability to build successful relationships across a wide range of IT teams
• Proven ability to effectively prioritize and execute tasks with multiple competing priorities

What really sets you apart:

• You are focused on IT service restoration and proactive response to prevent or minimize business impact using a structured and analytical approach.
• Bilingual in French and English an asset.

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The base salary for this position is between  $57,300-$94,100 annually.  This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc).  If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Be your best at Canada Life- Apply today!

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.

Canada Life serves?the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.?

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee?has the opportunity to?reach their potential.?

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact talentacquisitioncanada@canadalife.com.

Canada Life?would like to thank all applicants, however only those who qualify for an interview will be contacted.

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