Project Manager/Leader - Junior

LanceSoft; Toronto; Hybrid; CAD 60,000 - 90,000; Full time

Job summary

An established industry player is seeking a dedicated support specialist to join their dynamic team. This role involves ensuring exceptional user support for the Education Capital Information System project, where you'll engage with both IT and business users. You'll be responsible for managing help desk tickets, conducting functional testing, and collaborating with stakeholders to enhance project documentation. If you thrive in a hybrid work environment and have a passion for delivering top-notch customer service, this opportunity is perfect for you. Join a team that values a 'customer first' attitude and promotes best practices in IT support.

Qualifications

• Experience in functional testing including QA, SIT, UAT.
• Proficient in providing help desk support for IT applications.
• Working proficiency in French for customer support.

Responsibilities

• Provide support to ECIS end users via email, tickets, and calls.
• Manage Help Desk tickets and escalate issues as needed.
• Collaborate with stakeholders to maintain project documentation.

Skills

Functional Testing

Help Desk Support

French Proficiency

IBM TRIRIGA Applications

Communication with IT and Business Users

Tools

JIRA

Job description

Hybrid - Candidate must be able to work onsite 3 days, and 2 days remote

MUST HAVES:

• Demonstrates experience preparing and conducting functional testing (e.g. QA, SIT, UAT) including defect retesting
• Experience with providing help desk support to ends users for IT applications
• Possess a working proficiency level in French (reading, writing, oral interaction)
• Experience with IBM TRIRIGA Applications and/or other related IWMS systems
• Experience working and effectively communicating with both IT project teams and business users

Description:
Responsibilities:
Under the direction of the Senior Technical Manager and the Project Manager, this role will be part of the Education Capital Information System (ECIS) project team that will be asked, amongst other things, to ensure exceptional a “customer first” attitude throughout their day-to-day activities.
Responsible for providing support to ECIS end users via email, support tickets and phone calls in both English and French
Management and reporting of Help Desk tickets
Escalating tier 2 and tier 3 support issues, and follow up as required
Building and management of core help desk support knowledge base
Prepare test materials, conduct QA and regression testing of defect fixes and change requests as required.
Provide support to the business team by walking through delivered defects and change requests.
Work within established configuration and change management policies to ensure awareness, approval and success of changes
Collaborate with internal stakeholders to develop and maintain project documentation
Directly supporting ECIS TRIRIGA team and building TRIRIGA application subject matter expertise

Desirable Skills:
Experience with IBM TRIRIGA Applications and/or other related IWMS systems
Direct technical COTS application customer support experience
Familiarity with agile teams and methodologies and tools, including JIRA
Ability to work independently and work across an integrated project team
Ability to handle client relationships to manage expectations, provides updates as required, identifies potential conflicts between project and functional areas
Ability to promote I&IT best practices and adherence to standard methodologies