Client Service Analyst

IT technologies
Information Systems Support
December 17, 2017
Updated on
March 21, 2018
Valid until

Provide day to day front line user support and diagnostics for desktop hardware/software concerns as well as application questions for assigned business units and/or client groups.

Join Northbridge, a growing dynamic company that has a long and rich Canadian history in providing innovative insurance solutions to customers nationwide.

Northbridge Financial Corporation is a leading commercial property and casualty insurance company that’s been helping protect Canadian businesses for more than 90 years. We’re 100% Canadian!

We offer a wide range of creative solutions to our customers through our Northbridge Insurance, TruShield Insurance and Federated Insurance brands where we strive to create a fair and friendly culture, upheld by the foundation of our five corporate values: respect, passion, connectedness, creativity, and excellence.

By continually striving to challenge the status quo, and by focusing on helping the customers we have the privilege of insuring achieve the possibilities of their business, we’ve been able to build our reputation as one of Canada’s largest commercial insurance providers.

To help us continue to build on this success, we’re committed to attracting, developing and retaining the best people.

Be part of a team that’s passionate about making a difference every day, fuelled by our entrepreneurial spirit and where everyone owns a part of our success. Our company has had an amazing journey so far, and our future is full of new possibilities!

Our Vancouver office is located near the waterfront in downtown Vancouver. A world renowned urban centre boasting beautiful scenery, plus proximity to shopping and dining, Vancouver also offers the possibility of endless adventures for outdoor enthusiasts of all types. Our office is easily accessible by car, public transit, or even by bicycle. As a national property and casualty commercial insurance provider, we also have offices across Canada.

Position Summary

Our National IT Team is looking for a Client Services Analyst to provide day to day front line user support and diagnostics for desktop hardware/software concerns as well as application questions for assigned business units and/or client groups. The Client Services Analyst will also be responsible for creating network identification and establishing system access for new employees as well as the decommission of access for departing employees. In addition, the Client Services Analyst will support technology projects, deliver reliable and efficient infrastructure services and define and operationalize service standards for all common infrastructure services, including ongoing opportunities for cost/process improvement.

What you will be doing:

Provide timely and effective service and support to assigned business units and/or client groups:

Respond to incoming Identity work queues (ServiceNow tickets, Email)

Complete Offboarding and Onboarding tasks in accordance with established processes and service levels

Assist with implementing RPA (robotic process automation) to improve operational efficiencies within IT for repetitive processes and requests (i.e. onboarding, offboarding, etc.)

Handle routine and non-routine queries for a wide variety of technologies (hardware and software) and application questions

Investigate and respond to any escalated service concerns

Assist in diagnosing and repairing malfunctioning equipment

Investigate costs and obtain competitive quotes for software/hardware purchases as required

Initiate repair and installation requests with external service providers

Conduct informal user training sessions for a variety of hardware/software technologies

Install and maintain computer equipment, peripheral hardware and software:

Prepare and install all equipment and software for new and existing users

Administer network login id’s, passwords, and user/rights management

Participate in implementations, enhancements, and modifications of new hardware and software rollouts, including customizations and informal user training

Assist day to day operations and administration:

Carry out regularly scheduled activities

Identify, document, and recommend improvements in work processes

Assist with regular audit reports and participate in audit activities as required

Investigate and recommend changes or upgrades to hardware/software/applications as required

Develop, maintain, and produce service/support reports and documents as required

Assist in the creation and maintenance of technical and process documentation

Develop and maintain a knowledge and understanding of company operations/ procedures, and insurance industry trends/developments, to contribute to quality customer service and support

Participate in projects as required.

Participate in the execution of project plans for the rollout of technologies and server upgrades

Document time estimates, work breakdown structures and project task lists (Service Now)

Monitors and adheres to project plans and deadlines

Other duties as required.

What we are looking for:

Post-secondary school education in related field and/or equivalent combination of education and experience.

Minimum 1- 3 years of experience in Information Systems Support or related position

Knowledge of and proven ability to install/maintain computer hardware/software with knowledge of Operating Systems (Windows 7, 8 and 10), Microsoft Office Suite, Various Printers, C-Plus, AS/400, Backup Utilities, Abode Acrobat, VPN, Connectivity, Office ad-ons, Macros, etc.

Advanced troubleshooting knowledge of MS Office suite of products

Intermediate proficiency with MS Word and Excel

Knowledge of user administration for the Avaya telephone system

Microsoft Certification (MCSE, MCP) an asset

Insurance industry experience an asset

Project Plan experience an asset

Fluently Bilingual (English / French) would be considered an asset

The ability to accommodate some shift work, weekend or evening work

What sets you apart:

Strong customer service orientation that includes quick and accurate resolution of day to day problems and issues

Ability to communicate effectively with users and management

Excellent interpersonal skills with the ability to work as a team member

High attention to detail

Ability to resolve routine/minor conflicts and knowing when to escalate

Demonstrated ability to prioritize work based on company need

Ability to manage multiple desktop projects, to set own daily work priorities and achieve them

Demonstrated commitment to ongoing professional and technical development

What We Have to Offer:

Northbridge Cares program – volunteer day and donation matching

Generous paid time off, including personal days. Flexible work hours as well as early departure opportunities

Flexible Group Benefits Plan – medical, dental, insurances

Defined Contribution Pension Plan + Optional Group RRSP

Northbridge Employee Share Purchase Plan

Education Assistance Program

Employee Assistance plan

Staff Insurance - discount on home, automobile and pet insurance

Plus, the opportunity to contribute to the success of Northbridge through sharing your knowledge and experience while learning from others!

Application process

Northbridge welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Interested, qualified candidates are encouraged to apply below.

All offers of employment are conditional upon satisfactory background and reference checks, including a criminal record check, credit check, and employment and educational verifications.