Associate Business Systems Analyst, Operations

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:

Associate Business Systems Analyst, Operations

Application Operations Services & Quality Engineering

Applications Operations Services & Quality Engineering (AOSQE) has an opportunity for a Skilled Technology Development Analyst within our CRM & Contact Centre team. The successful candidate will be accountable for various project management and technical support activities to support the Sun Life employees.

What will you do?

• Provide level 3 desktop support and consultation for the Sun Life employees.
• Participate in Intake and triage activities.
• Support Sunbot Incidents and help create/update team documentation.
• Review Knowledge Based articles with the teams’ support.
• Assist with Pega & Sunbot Access requests.
• Support Secure Message JIRA & Email to NetRep in-box
• Work and communicate directly with various business partners.
• Act as a subject matter expert for areas of expertise assigned to you
• share knowledge and experience in these areas.
• be the escalation point for level 1, 2 and 3 issues and assist in identifying the solution.
• Ensure all Knowledge Documents pertaining to your SME accountabilities are kept up to date.
• Identify and implement continuous improvement opportunities to eliminate waste and add efficiencies.
• Participate fully as a member of the team by supporting a work environment that promotes knowledge sharing, customer service, quality, innovation, and teamwork.

What will you need to succeed?

• 1-3 years of technical support experience in an enterprise environment
• 1-3 years of experience administering / supporting Microsoft 365, Microsoft Windows 10, Microsoft Active Directory and Browsers (Chrome and Edge)
• Strong desktop knowledge
• Strong analytical skills
• Highly service oriented with strong customer service skills.
• Strong collaboration skills
• Excellent communication skills (written, verbal and listening)
• Strong organizational and time management skills
• Strong understanding of Incident Management processes
• Desire to improve your knowledge and skills and committed to continuous learning.
• Self-motivated and able to work independently.
• Ability to collaborate with colleagues and business partners.
• A positive attitude with a history of taking initiative to make things better.

Nice to have.

• Experience with VB.NET, C#, System Centre Configuration Manager (SCCM), Microsoft Azure, and McAfee EPO
• Knowledge of the Canadian insurance industry
• University degree in Computer Science or equivalent
• Functional knowledge verbal and written of French

Notes / Unique Requirements:

• Be accessible Monday to Friday 8:30am - 5:00pm EST
• Must be able to work in the Waterloo King Office as necessary

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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