Technical Support Senior Analyst - Express Scripts Canada
The Cigna Group
Mississauga, ON
Permanent
Full-time
24 days ago
The Technology Services Team provides core information technology services to all Express Scripts Canada departments. Express Scripts Canada is looking for an adaptable, self-motivated Technical Support Senior Analyst to join the End User Services Team. Reporting to the Manager, End User Services, the successful candidate will demonstrate a strong ability to prioritize workloads, meet project deadlines and be a champion of customer service. The successful candidate will be required to work a flexible schedule (including extra hours/overtime), rotation for on-call support, and will be required to travel to the various ESC offices.Key Responsibilities:Lead deployment, repair and maintenance of end user hardware (desktop, laptop, phone, etc.)Create, install and configure software packages, including centralized deployment suite and desktop patchingBuild and maintain inventory records for software and hardwareAssist in the ordering and hardware replenishment process, along with maintaining stock levelsAnswering support calls and participating in an on-call rotation scheduleProvide remote assistance to all Express Scripts Canada locationsAct as an escalation point for the Technical Support teamAssist in escalations and engaging with the Production Operations team to resolve complex technical issuesProvides support for conference room equipmentWork jointly with other members of the Information Systems team to provide customer support and assistance with project tasks/deliverablesLead, implement and work on projects/tasks assigned from Manager/Team Lead, End User Services as requiredManage and maintain incident management ticket queues and adhere to SAL’s by setting priorities and resolving technical issuesProvide thorough documentation on support tasks and resolutionsMaintain and develop good working relationships with the user community at Express Scripts Canada with a focus to providing best-in-class support service in areas of technical expertiseAssist in the training of user community at Express Scripts Canada in the operating system and software suiteParticipate in the team rotation of after hours support using pager and/or cell phonesQualifications:Post-secondary degree/diploma in Computer Science, Information Systems or a technology related fieldMinimum 5 years of experience in an infrastructure environment based on Intel PC’s, supporting and troubleshooting end user hardware and softwareExperience working on a Service Desk/Helpdesk and Tier 2/3 levelsAbility to diagnose and resolve technical issues effectively and in a timely mannerTelephony experience (Dialpad)Software deployment setup and administration (Altiris, SCCM, etc.)Experience with Endpoint Protection (Symantec, Trellix)MCDST certification and/or working towards further certificationITIL Certification is considered a strong assetKnowledge, Skills and Abilities required:Advanced problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutionsAbility to multitask and work in a fast paced environmentAbility to obtain Protected B clearance; and enhanced reliability security clearanceCommunicate technical information in a concise, understandable and accurate fashion to non-technical personnelStrong customer service focus - understanding the ‘service’ nature of Technical SupportAdaptability and willingness to learnStrong oral and written facilitation and communication skills, including the ability to enforce standards and methodologyAbility to work a flexible schedule to accommodate project deadlines including limited travel (20%) and on call rotationMust have own vehicle in order to travel between site locations.NOTE: Internal Posting will be closed by May 13, 2024Express Scripts Canada is a Cigna companyExpress Scripts Canada is a subsidiary of Express Scripts, a Cigna company. Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, wellbeing and peace of mind of those we serve. Cigna offers an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioural health, pharmacy, vision, supplemental benefits, and other related products.About Express Scripts CanadaExpress Scripts Canada is a leading health benefits manager and has been recognized as one of the most innovative. Our clients include Canada's leading insurers, third party administrators and governments. We work with these clients to develop industry-leading solutions to deliver superior healthcare in a cost-controlled environment. We provide Active Pharmacy™ services to more than 7 million Canadian patients and adjudicate more than 100 million pharmacy, dental, and extended health claims annually. Through our proprietary consumer intelligence, clinical expertise, and patients-first approach, we promote better health decisions for plan members, while managing and reducing drug benefit costs for plan sponsors.It will be a condition of employment that the successful candidate obtains an Enhanced Reliability Clearance from the Federal Government. The candidate will be required to provide supporting documentation to receive clearance if required.We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment.We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be.We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.If you require accommodation in completing the online application process, please email: Do not email for an update on your application or to provide your resume as you will not receive a response.
