Incident Management Analyst (Bilingual)

Incident Management Analyst (Bilingual)

Incident Management Analyst (Bilingual)

Status:   
Permanent

Work Schedule:   
Working hours 8:30am-5:00pm.
Must be willing and able to work a flexible schedule driven by client commitments and seasonal/cyclical volumes.

Overall Accountabilities:   
The Incident Management Analyst's primary focus is to provide 1st level support and service to incoming client (internal and external) calls/e-mails/incident tickets regarding technical issues/requests in a timely and efficient manner.   The Analyst is responsible for managing the review, conducting the initial analysis where possible, prioritization, and assignment of the daily flow of Service Requests and Incidents. The incumbent also serves as the face of IFDS primarily to the remote client community, providing a positive experience and reflecting a positive image of IFDS overall.

General Role & Responsibilities:   

• Provide timely and effective first-point-of-contact support and resolution to incoming technical issues/various requests from clients (may be received by telephone, e-mails, Magic application, etc.)
• Taking ownership of specific requests/issues to ensure end-to-end support processes are followed
• Reviewing/identifying incoming issues/requests by type.  Redirecting operational issues as appropriate
• Probing, gathering and documenting detailed information relative to the presented issue
• Logging, verifying and updating all technical related requests on Magic incident tracking application (via S) for tracking, reporting and trending purposes.
• Conducting the initial analysis of the issue symptoms and using established guidelines, make recommendations for appropriate workarounds pending full resolution.
• Identifying and assigning category/type and level of severity for each request/issue - in terms of business impact and complexity.
• Providing regular status updates and reporting to the client (internal and external) on all technical issues throughout resolution process.
• Compiling data through incident entry that will be used for management information and reporting and Identifying more complex issues or those of higher priority.
• Communicating and assigning - based on issue/request type and  priority and established SLAs with applicable resources, beyond MCS team, for investigation and resolution.
• Communicating activities, as appropriate to client contact.
• Monitoring to ensure that all appropriate functional groups are working on resolving issue(s) in a timely manner and that the end-to-end support processes and procedures are followed.  Escalating to MCS Management if/when any issues relative to the routing of tickets or resolution process arise.
• Notifying senior management of the existence/status of issues impacting ability to meet SLA's.
• Tracking and reporting of high impact issues via the Problem Management Database.
• Ensure Incident Reports are completed in a timely manner meeting specific SLA agreements. depending on the client.  Co-ordinate, follow up and review completed Incident Reports drafted by the various support teams.  
• Communicate with MCS and Technical Management to ensure reviews are done prior to forwarding of the report to various stakeholders.  
• Identifying and providing feedback relative to functional or operational gaps in self-service products.
• Providing input into product documentation including user guides, implementation guides and product information.
• Recommending changes as required to existing processes and procedures to suit the changing needs of the stakeholders.

Competencies: (Behavioral and Functional)  

Critical Requirements:

• Fluently bilingual in English/French.
• Mutual fund industry experience; with Segregated Funds primarily.
• Proven competencies in providing quality customer service.
• Excellent written and verbal communication skills with internal and external contacts, ability to communicate complex business and technical contents plainly and simply.
• Excellent customer service telephone skills including receiving and making calls within established service standards.
• Detail oriented, with the ability to probe and ask questions to clarify understanding, seeking clarity when necessary, listens well to instructions.
• Adaptable within a dynamic environment and able to work with, and influence, others outside MCS team toward timely resolution of issues.
• Good understanding of processes within business operations and the rationale for same.
• Prioritization - ability to organize work in order to accomplish multiple and changing priorities within specified timeframes.
• Able to concurrently handle and co-ordinate multiple requests/incidents at various stages of problem identification and resolution, able to multi-task, to adjust to multiple demands, shifting priorities, and ongoing change
• Able to coordinate and operate in occasionally stressful situations in resolving time sensitive issues
• Consistently focused upon identifying and bring forward process improvements
• Solid skills in working with MS Office, primarily Excel and Word and other business applications
• Self-motivated; requires minimal supervision

• Good research/information gathering/analytical and problem-solving skills.  Takes a logical approach to analysing problems. Systematically researches information and explores alternatives.
• Relationship builder - constructs, maintains, nourishes relationships with all stakeholders and creates an environment to sustain high motivation within team.
• Proactive in acquiring information to develop new skills to improve job performance.  Grasps new material quickly and easily, and applies new information, concepts and procedures in a constructive manner.
• Good understanding of processes within business operations and the rationale for same.
• Previous experience and willingness to work in a daily targets & results-focused environment.
• Team player, able to work not only independently but in group conditions as well, supporting other members of the team with their work-load as needed.  Exercise judgment in balancing both your work and the team's work to ensure all tasks are completed in a timely manner.  

• Experience with transfer agency/Back Office transaction processing and/or quality control
• Global/International/Offshore processing experience
• Structured Notes experience
• OSC and/or IFIC Operations and Procedures courses
• Processing and/or quality control experience on iFAST
• Experience with IFDS Mutual Fund Record Keeping Systems
• Knowledge of iFAST system, iFAST Base and/or Surround Products.