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Senior Solutions Analyst


Position ID: J0118-0051
Job Type: Permanent Full Time
Job Location: Toronto or St. John's, Ontario, Canada
Division: IT/IS
Region: Head Office
Job Category: IT
Number of Positions 1

Keeping You Moving:

RSA is one of the world’s leading multinational insurance groups with over 300 years of experience and over 20 million customers worldwide.Our people are committed to building a dynamic internal culture where our people love what they do and feel motivated to keep things moving – for customers, for their colleagues and as part of their own growth and development. In RSA, employing positive people is how we achieve success. You will be working in an environment that encourages you to do great work and you constantly will be faced with fresh challenges that have a direct impact on our business. We believe your personality and passion will keep RSA and our business moving forward. At RSA we have a culture that supports and rewards high performance with a competitive reward policy for top performers. Our rewards package includes competitive compensation, work / life balance, opportunities to learn and the chance to make a difference working for a worldwide industry leader.

Position Overview:

Responsible for facilitating new/enhanced services and or systems/solutions into production including operational acceptance and readiness of the IS organization. Works independently to deliver results within the guidelines as set by the Director of Voice services and as required by the IS Infrastructure Leadership team.

Who you are:

Your enthusiasm is infectious. You challenge the status quo. You find solutions to problems. You go the extra mile to exceed customers’ expectations. You get things done the right way. You represent our brand with passion and pride. You are a team player. You have fun and you make work fun for those working around you.

What you will achieve in this role:

• Participate and/or lead the management of the Work Request Process for VOIP/Network Infrastructure 3rd party Vendors as well as project reconciliation based on projection and actual spend
• Participate and/or lead the execution of 3rd party engagements including resolution of technical challenges and ensure completion of responsibilities to achieve deliverables
• Ensure VOIP/Network Infrastructure 3rd party Vendors comply with the respective obligations under the contract and regulatory regimes related to the provision of in scope services
• Triage and manage BAU tasks in relation to the VOIP and network infrastructure
• Ensure all processes and documentation is consistent with contractual and regulatory requirements
• KPIs, benchmark, analyze, report on, and make recommendations for the improvement and growth of the VOIP infrastructure and corresponding Network

What you bring to this role:

• At least 3+ years’ work experience in an Infrastructure Analyst or lead position responsible for managing VOIP and network environments
• Excellent knowledge of network infrastructure, including a service delivery operations background
• Demonstrated Leadership ability with a portfolio of completed Projects or achieved Departmental goals/objectives
• Experience in Managing several IT initiatives simultaneously
• Experience with VOIP applications such as Verint, Cisco Agent Desktop, Finesse and Unified Contact Center Enterprise
• Common PC applications such as Outlook, Microsoft Office and Internet Browsers, Adobe etc.
• Well-developed technical, analytical and organizational skills
• Ability to easily translate and articulate complex requirements
• Must be able to multi-task, and think quickly and logically
• Very strong interpersonal, communication and presentation skills in order to articulate ideas, issues and make recommendations to various internal and external parties
• University degree in the field of computer science or management information systems or a related discipline and/or combination of education and appropriate skills
• ITIL Foundations, SQL knowledge is an asset

Other Information:

Applicants agree that by providing personal information in response to this ad, and otherwise in any recruitment process with RSA or its affiliated companies (the “Company”) such personal information may be retained and used for a period of one (1) year from the date of this application, for the purpose of consideration for employment opportunities which may arise during that time period, unless an applicant notifies the Company to the contrary.We thank all applicants. However, only those selected for an interview will be contacted.We invite you to learn more about us at our Career Site, www.rsagroup.ca, where you can apply on line. RSA group of Companies is strongly committed to diversity and welcomes applications from visible minority group members, women, Aboriginal persons, and persons with disabilities, members of the LGBT community, and others who may contribute to the further diversification of ideas.RSA group of Companies will provide reasonable accommodation for qualified individuals with disabilities in the job application process.If you have difficulty using our online application system and you need an accommodation due to a disability, please email AODA@RSAGROUP.CA or call us at toll free 1 (800)-855-0511. Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

Skills:
  • Communication
  • Data Analyst


Where did you first learn about this position?*

Applicants agree that by providing personal information in response to this ad, and otherwise in any recruitment process with RSA or its affiliated companies (the “Company”) such personal information may be retained and used for a period of one (1) year from the date of this application, for the purpose of consideration for employment opportunities which may arise during that time period, unless an applicant notifies the Company to the contrary.




Johnson is an equal opportunity employer. We thank all applicants for their interest. However, only those selected for an interview will be contacted.