Client Service Management, Senior Analyst

Interac; Toronto; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Analyst for Client Service Management. In this role, you will be the key contact for internal and external stakeholders, ensuring seamless communication and timely fulfillment of requests. You will manage corporate applications, support customer onboarding, and lead initiatives for continuous improvement. The ideal candidate will possess strong IT service management skills, a commitment to customer service excellence, and the ability to thrive in a fast-paced environment. Join a team of creative thinkers and make a significant impact in the digital economy.

Qualifications

• 5+ years in IT service management or service delivery roles.
• ITIL V4 foundations certification and operational understanding of payment systems.

Responsibilities

• Manage requests and changes across services ensuring timely fulfillment.
• Develop and maintain relationships with stakeholders for high customer satisfaction.

Skills

IT service management

Customer Care Management Principles

Data analysis skills

Excellent communication

Problem solving

Time management

Detail-oriented

Ability to manage multiple initiatives

Education

University degree in Information Technology

Equivalent combination of education and experience

Tools

CRM

ITSM

Service Now

Excel

PowerPoint

Job description

Client Service Management, Senior Analyst

At Interac, we design and deliver products and solutions that give Canadians control over their money so they can get more out of life. But that’s not all. Whether we’re leading real-time money movement, driving innovative commerce solutions like open payments for transit systems, or making advancements in new areas like verification and open banking, we are playing a key role in shaping the future of the digital economy in Canada.

Want to make a lasting impact amongst a community of creative thinkers, problem solvers, technical gurus and high-performance application developers? We want to hear from you.

You will work within a team of analysts as a single point-of-contact for internal and external stakeholders, managing the intake of requests and changes across all Interac Corp. services in a complex, multi-vendor environment with the primary goals being to ensure seamless communication and timely fulfillment of requests. You will be responsible for the day-to-day management and support of Corporate Applications. In addition, you will work in concert with the Implementations team to support the smooth transition and integration to BAU support for new customer onboarding and new or changed product and service implementations.

You'll be responsible for:

• Developing and maintaining positive business relationships with multiple internal and external stakeholders (financial institutions and payment processors), ensuring a high degree of customer satisfaction while balancing the needs and interests of the organization.

• Supporting, facilitating and participating in client service advisory groups or stakeholder working group meetings.

• Managing the day-to-day intake and status of projects, changes and requests within established SLA’s utilizing existing ticketing tools ensuring professionalism, guidance and support to internal and/or external stakeholders.

• Providing regular status updates to clients, performing follow-up and escalation if required to ensure target dates are met.

• Preparing and delivering training or orientation of Services, Functions or Processes to internal or external stakeholders together with appropriate support material driving adherence to data management standards when required.

• The day-to-day management and support of Corporate Applications and hardware required for access purposes.

• Undertaking periodic reviews of information created and stored within system databases, including access control privileges of users.

• Acting as the single point of contact for managing the Settlement and discrepancy process, stakeholder communications, Extranet-related content problems, escalations to management, configuration changes and user setup and management.

• Working with Vendors, Partners or Internal stakeholders to ensure tickets and tasks are prioritized and completed within expected timelines.

• Coordinating with various stakeholders to determine the scope, impact, effectiveness and feasibility of proposed changes and making recommendations to management as well as managing changes from initiation to closure across all environments following established Change Control Policies and Procedures.

• Participating as required in the Change Advisory Board (CAB) and supporting after-hours changes as required.

• Developing effective plans for transitioning new and changed services into Operations, ensuring the requirements are aligned with service strategy and service design while minimizing operational risk and ensuring service levels are met.

• Coordinating with Vendor, Customer and Internal teams as appropriate for the onboarding of new clients and integration of new and emerging products/services ensuring smooth transition from implementation to BAU operations.

• Managing the reporting and billing requirements across all Products for Internal and External stakeholders.

• Conducting ongoing quality control monitoring and analysis and preparing appropriate management reports.

• Developing/updating operational process documents on an ongoing basis ensuring established standards and guidelines are followed to ensure consistency, accuracy, and professional appearance.

• Developing, contributing, leading and implementing continuous improvement initiatives across all functions.

• Leading/participating in work projects or any other duties as required or assigned.

• Collaborating with clients to understand/shape business requirements.

• Assisting in translating customer requirements into features/functions through solutioning sessions with the client.

• Anticipating customers’ needs and participating in identifying solutions to proactively service these needs.

You bring:

• A university or information technology degree or equivalent combination of education and experience.

• 5+ years of experience in a similar role utilizing IT service management, operations service support or service delivery.

• ITIL V4 foundations certification, strong operational understanding of payment systems technology and familiarity with ITIL service management best practices and lifecycle processes.

• General knowledge of inbound customer service process flow in an IT technology environment.

• A good understanding of Customer Care Management Principles and Service Level Agreements (SLAs).

• Previous experience coordinating internal and external stakeholder groups.

• Ability to deal with all levels of the organization, plus external stakeholder organizations, including outsourced contractors, consultants and software vendors effectively and professionally.

• Experience working successfully in a varied and complex technical environment involving multiple stakeholders with competing objectives.

• Excellent communication both verbal and written, are client-focused, customer-driven and have an ability to work under pressure.

• Commitment to excellence in customer service (internal or external).

• The ability to manage multiple initiatives and priorities in a fast-paced collaborative environment.

• The interest and aptitude to quickly learn new tools and technologies.

• Enthusiasm, highly motivated and a detail-oriented individual.

• Exceptional data analysis skills including query development, optimization and quality delivery.

• Sound knowledge of payments data, message layouts, and processing.

• Excellent knowledge of tools such as CRM, ITSM, Service Now, Excel and PowerPoint.

• Strong organizational, analytical, planning, problem solving, interpersonal, listening, time management and conflict management skills.

• Eligibility to work for Interac Corp. in Canada in a full-time capacity.