Technical Support Analyst - Jobs in Toronto, ON

Job Description

IGM Financial Inc. is one of Canadas leading diversified wealth and asset management companies with approximately $271 billion in total assets under managements. The company provides a broad range of financial planning and investment management services to help more than two million Canadians meet their financial goals. Its activities are carried out principally through IG Wealth Management, Mackenzie Investments and Investment Planning Counsel.Under IGM Financial’s unique business model based on leading brands and multi-channel distribution strategy is Mackenzie Investments, founded in 1967. Mackenzie Investments is a holistic asset-management partner for thousands of Canadian financial advisors and the investors they support.At Mackenzie Investments You Can Build Your Career with Confidence.We have a vision and a strategy that will challenge the way business in this industry is done and help Canadians be successful in the ways that mean the most to them. As part of our team, you will do some of your best work, develop some of your most valuable skills and give back in ways that make a difference in the lives of Canadians. We are proud to be recognized as one of Greater Toronto’s Top Employers (2022) by Mediacorp Canada Inc. for empowering our employees with the tools to thrive while working remotely, while also providing resources to ensure physical and mental wellness were put front and centre.Join an unstoppable team that is embedded in continuous learning, understanding, and knowledge sharing. You will thrive in our supportive environment where you can indulge your curiosity to learn, while receiving the feedback you need to refine your skills and abilities. We are dedicated to offering a hybrid work environment when applicable.Mackenzie Investments is a diverse workplace committed to doing business inclusively - this starts with having a representative workforce! We encourage applications from all qualified candidates that represent the diversity present across Canada – including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas.The Technology Operations and Support organization has a mandate is to elevate and provide services within all enterprises of IGM Financial, which includes Investors Group, Mackenzie Investments and Investment Planning Counsel. We partner with our Architecture, Engineering and Delivery teams to effectively support the delivery, transition and operationalizing of technology solutions and are driven to provide exceptional service experiences to our organization.The Technical Support Analyst in a passionate technology professional who is an energetic, service oriented, and cares about the benefits of the solutions as much as the journey to deliver them. The ideal candidate will have an active style, an understanding of application support and experience working in a Hybrid/multi-vendor environment and will be passionate about the technology needs of our Advisor, Client and Business with a focus to ensuring that everything is working to support a positive experience.The role sits within the Technology organization reporting to the Manager, Application Support and has a strong working relationship with the other infrastructure, application and end user support teams. The candidate will have demonstrated experience in incident and problem resolution including trending, prioritization and escalation, involving business and technology partners as appropriate, while ensuring client satisfaction is a top priority. The candidate will also be responsible for ensuring production environment stability by working with others to set up, maintain and monitor applications and systems, while meeting availability targets.Duties Include:

• Analyze and resolve problems or known errors related to failures in application and supporting software components
• Actively involved in all aspects of the application/system support and application issue resolution: identify, assess, recommend, escalate, resolve, report, document and communicate
• Create and maintain documentation relative to the support of application and supporting software components
• Follow escalation procedures to resolve incidents, problems or known errors in a timely manner
• Work closely with subject matter experts where applicable to resolve technical problems and incidents
• Appropriately escalate to other teams according to predefined procedures on incident recovery (without handing over the responsibility on incident management)
• Manage and coordinate all incidents that have been escalated to other teams with authority to ensure Service Level Agreements and procedures are adhered to
• Identify and address application/data issues, cross-capability and cross-release issues that affect application integrity
• Provide expertise to other functional areas (technology, trends and processes)
• Develop and/or contribute to best practices
• Mentor, coach and provide guidance to peers or junior staff
• Monitor the health of the production environment using both manual and automated methods
• Perform on-call duties as required

Qualifications:

• Post-secondary relevant degree/diploma (Computer Science, Business Information Technology, etc.) or equivalent combination of education and experience
• 2+ years of experience in a support/help desk environment
• Excellent analytical and troubleshooting skills, with an emphasis on root cause analysis
• Self-directed, proven ability to work efficiently and effectively with minimal supervision in a fast-paced environment
• Ability to adapt to a dynamic environment and handle multiple priorities
• Exceptional written and verbal communication skills; including the ability to present technical issues to a non-technical audience
• Excellent organizational and interpersonal skills
• Dedicated team player who demonstrates initiative and independence
• Demonstrated desire to improve personal skills and continued learning
• Bilingual (English/ French) an asset
• Knowledge of business process analysis and redesign as it relates to technology infrastructure and applications
• Experience with SQL, PL/SQL, Java, Python, C#, C, VB6, UNIX and Salesforce an asset

Please visit our career page by clicking on the following link: https://www.mackenzieinvestments.com/en/careersFor internal applicants, please share with your current leader your intent to apply to the role. In the event that you are selected, please let your Talent Acquisition Partner know if you are in any other internal recruitment process.We thank all applicants for their interest in Mackenzie Investments; however only those candidates selected for an interview will be contacted.Mackenzie Investments is an accessible employer committed to providing a barrier free recruitment experience. If you require an accommodation or this information in an alternate format at any stage of the recruitment process, please reach out to the Talent Acquisition team who will work with you to meet your needs.Please apply by August 10, 2022.Quick Apply

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