GRS Technical Specialist

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

As a Technical Resolution Specialist for GRS you will be assigned to the Retirement Platform team to provide analysis, subject matter expertise and investigative support.

You will utilize your knowledge of business objectives and processes, products, people, technology and quality concepts to:

• Become a highly valued partner our business seeks out and trusts to provide timely and accurate solutions to unique, challenging and complicated issues.
• Use your deep technical knowledge to discover incidents trends and determine the root cause of problems.
• Use your in-depth knowledge of the business processes and technology to provide consultative support to the Digital Enterprise organization/squads on complex pieces being built to be able to help identify potential for financial risk as well as ensuring more complex calculations are being built and updated correctly in our systems and in the best way to avoid future issues.

Preferred skills

• Strong analytical, organizational, and problem-solving skills.
• Adaptable: maintains effectiveness while managing competing demands, dealing with frequent change, delays or unexpected events
• Dependable: Follows instructions in a timely manner, responds to management decisions and follows through on commitments
• Judgement: Uses sound and accurate judgement, supports and explains reasons for decisions.
• Innovation: looks for new approaches to the way things are done
• Ability to express ideas, thoughts and information so that it can be understood by various stakeholders
• Writes logically and concisely ensuring meaning is clear and presented in a way that meets various stakeholders’ needs.
• Strong attention to detail and quality
• Strong technical skills, detailed thinker, creative
• Ability to understand and use complex mathematical formulas, particularly in finance and tax.
• Can work both independently and collaboratively while being wholly committed to making sure our customers are treated fairly and any issues are resolved accurately, quickly, and in the least invasive way.

Qualifications

• Bachelor’s degree or diploma in computer science / engineering / math or equivalent
• Experience in the Business Systems Analyst role
• Knowledge of Group Retirement Services business environment and supporting systems
• In-depth experience with Microsoft Office products especially Excel
• Proven track record in a client-focused environment
• Good understanding of systems development methodologies.
• Data-driven mindset: able to logically analyze and communicate data effectively.
• Research, strong analytical and problem-solving skills with ability to analyze situations/problems systematically and deliver effective right-sized solutions in a timely manner.
• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

Responsibilities

• Partner with stakeholders across business units (BD, Finance, Tax, Operations, Legal, Risk, CCC, Vendors, etc) and technology to provide ongoing support and involvement in complex problem resolution.

• Prioritize and appropriately escalate issues and findings to ensure timely problem resolution. Carries out fact-finding and analysis of problems; determine most effective problem resolution procedures. Provide estimated impact of the fix for planning purposes.
• Ask targeted questions to quickly understand the problem as well as the legislative requirements.
• Able to have a deep understanding of the issue and the impacts with the ability to build tools to assist with calculations and ensure you have all the data required.
• Communicate with our business partners in an effective and timely manner.
• Ensure written documentation is clear, understandable, audience appropriate., accurately captures the key information required for a quality resolution that meets business needs.
• Partner with various teams to enhance their process or recommend a system build to ensure the issue is fully resolved and gaps are addressed.
• Understand how the GRS systems work and provide recommendations for changes/enhancements to ensure greater accuracy and efficiency.
• Implement enhancements to current analysis, brainstorm, accurately execute advanced analytics and effectively communicate results to business, IT management and senior leadership.
• Support teams on complex mathematical and tax changes
• Document technical knowledge in the form of notes and manuals
• Bulleted List

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to thebrightside@sunlife.com.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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