System Support Specialist

Position: System Support Specialist
Reports to: Business Improvement + Quality Assurance (BIQA) Manager
Location: Calgary, AB
Type: Permanent, Full time

Position Summary and Key Accountabilities:

The System Support Specialist will play a key role in supporting IPS processes, tickets, and software improvements. The System Support Specialist supports system processes, addresses issues, monitors solutions, and communicates with the vendor. This role requires learning a large amount of specialized-technical knowledge of very detailed and legislative information with related software. The System Support Specialist will report to the Business Improvement and Quality Assurance (BIQA) Manager and work closely with the BIQA team and other stakeholders.

Key Accountabilities include:

+ Manage requests and incidents via ticketing systems, comprehensively document work, timely follow-up, and provide satisfactory resolutions
+ Diagnose and resolve technical software issues
+ Demonstrate care and understanding in potentially tense or high-pressure situations and set clear expectations for the next steps in the users support journey
+ Lead the creation of new support documentation, report on key metrics that inform us how we are tracking and contribute to process improvements
+ Communicate with users over the telephone, by email, through teams messaging, and/or in person
+ Coach/train on proper IPS processes to support the business
+ Assist with IPS data analysis and IPS reporting to improve internal efficiency and user productivity and to optimize existing processes and tools
+ Develop positive relationships with business and technical stakeholders to support successful projects and/or strategy delivery
+ Assist with implementation of new system builds, software scripts, user testing and quality assurance testing.
+ Communicate any system changes to the stakeholders as they come up and until a resolution is reached.

Knowledge & Skills:

Must have Qualifications:

+ Degree in Business Administration, Accounting or Finance
+ 3-5 years Desktop/System Support
+ Proficiency of Microsoft Office Suite, particularly Excel.
+ Demonstrated analytical ability with basic software troubleshooting and problem solving
+ Knowledge of products and internet applications along with a strong aptitude for learning new computer programs.

Nice to Have:

+      Working knowledge of Insolvency practices and procedures.
+      Experience with Insolvency software or industry specific software.
+      Understanding of relevant provincial and federal legislation i.e., BIA.

Job Specific Competencies:      

+   Critical thinking to assess situations that require higher level intervention;
+   Strong analytical skills when addressing situations to determine appropriate solution or outcome;
+   Excellent written and verbal communication skills to handle and respond to different situations;
+   Superior Customer Service skills when dealing with internal and external stakeholders;
+   Excellent time management and planning skills;
+   Works collaboratively with team members and others;
+   Operates with high attention to detail to meet or exceed team goals;
+   Accountability- takes personal ownership and responsibility for the quality and timeliness of work commitment;
+   Ability to learn a large amount of specialized-technical/legislative information.

Core Competencies:

+    Integrity, Ethics & Honesty
+    Service oriented
+    Relationship builder
+    Adaptable
+    Accountable
+    Flexible
+    Positive attitude

Why Should You Apply?

+ You will be part of a growing and dynamic Insolvency firm with offices in Alberta, Saskatchewan, British Columbia, and Ontario.
+ We offer a competitive base salary plus an uncapped monthly incentive plan with annual performance reviews and incremental increases.
+ We have great benefits that include wellness days, paid vacation time, extended health and dental plan, and company matching group saving program.
+ We offer on the job training with an opportunity for growth and professional development.
+ Bromwich+Smith strives to be a steward in our communities. The firm volunteers time and resources to organizations such as the Ronald McDonald House and various other charitable causes, walks, and fund-raising activities that benefit those in need in our community. 
+ We are passionate about helping individuals to rebuild their worth!

How Should You Apply?

+   Send us your resume and cover letter through [email protected].
+   Tell us how your skills align with the minimum requirements of this position.

*We thank you for your interest in Bromwich+Smith. Only those candidates selected for an interview will be contacted.