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Senior Account Services Reprentation - Information Services
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Job Type:
Full Time
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Location:
London, ON, CANADA;
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Job Category:
Insurance ; Other Insurance Jobs, Technology and Digital Media ; IT Support and Service
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Job Industry:
Insurance
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Job Career Level:
Experienced
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Year(s) of Experience:
5
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Number Of Positions:
1
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Date Posted:
Dec 20, 2012
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The Account Services Representative role focuses on supporting the delivery of on-going services, the transition of new services into production, and the integration of services across companies.
Enterprise Support Services brings together customer-service focused experts whose depth of expertise is helping consumers make effective use of Information Services products and services. Enterprise Support Services is part of Global Technology Services which provides the technology infrastructure and services for all participating companies in Canada, the U.S. and Europe. Their goal is to deliver a well managed, and secure technology environment and associated set of services which enable the participating companies to meet their business needs.
Accountabilities:
• Managing service level attainment, on a rotational, 7x24 hr basis (on-call)
• Coordination of high impact critical incidents and emergency situations
• serves as focal for incident escalation management for business and IS
• evening and weekend pager support on a rotational basis
• Communicating impacts of unscheduled service disruptions and major changes
• Identifying and recommending service delivery improvements by evaluating the effectiveness of current IS processes and procedures, identifying trends in Incidents and escalations, and engaging resources to implement corrective action
• Facilitating the collection, compilation, and presentation of service reporting
• Facilitating the Transition to Production process for new and updated applications and infrastructure
Qualifications and Competencies:
Mandatory:
• Minimum 5 years experience in one or more of: large system operations, client server, network environment
• Strong customer service orientation
• Solid analysis and problem solving skills
• Strong communication skills
• Knowledge of incident/problem/change management tool: i.e. Remedy
• Ability to juggle multiple and changing priorities, in an operational, time-sensitive customer-service environment
• Ability to work effectively as part of a virtual team
• Knowledge of operations processes including ITIL Change, Incident, Problem and
Service management
• Broad conceptual knowledge of Client/Server, Network and Mainframe environments
Desirable:
• Knowledge of software distribution process, disaster recovery and service level agreements
• Demonstrated leadership skills
• Good negotiation skills
If you possess the critical requirements for this position and are interested in applying, please submit your cover letter and resume by January 2, 2013. Only those selected for an interview will be contacted.
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This Job has closed.
