Senior Client Services Analyst

Meridian; Toronto; Hybrid; CAD 75,000 - 90,000; Full time

Job summary

A leading credit union in Toronto is seeking a Senior Client Services Analyst to resolve complex IT incidents and support end user technology. This hybrid role involves managing projects, coordinating client deployments, and providing specialized support to executive leadership. Candidates should have strong troubleshooting skills and experience with SCCM and Azure AD. Join a collaborative environment with opportunities for growth and learning.

Benefits

Inclusive and collaborative work environment

Tools and technology for success

Opportunity to work with diverse industry leaders

Qualifications

• Strong prioritization skills to manage tasks and deadlines.
• Experience in providing on-site support and executive-level assistance.
• Proficient in customizing Windows 10 / 11 and application packaging.

Responsibilities

• Resolve Tier II IT service requests and incidents.
• Lead projects such as the annual hardware refresh.
• Deliver on-site support at corporate offices.

Skills

Troubleshooting end user systems

Strong interpersonal skills

SCCM knowledge

Azure Active Directory

Scripting with PowerShell

Tools

ServiceNow

Intune

Microsoft App-V

Job description

Overview

Description

Why Meridian?

At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.

Factor us into your next career opportunity. We want you to grow with us and have an experience that’s different. This is a place where you can expect the unexpected.

Find our story here :

The role :

As a Senior Client Services Analyst at Meridian, you will be responsible for swiftly and accurately resolving complex IT incidents and service requests, ensuring seamless support for all end user technology, including endpoint hardware and software applications. Lead projects such as our annual hardware refresh and provide specialized assistance to our Executive Leadership Team. Address cybersecurity threats, collaborate closely with vendors, identify process enhancements, and empower users through delivery of exceptional IT service and support for every business unit within the organization. This position is key within the IT Asset & Service Management functional area, reporting directly to the Senior Manager, IT Support Services

Responsibilities

Technical Support and Incident Resolution

• Resolve Tier II IT service requests and incidents escalated from the Service Desk. This includes remote troubleshooting and resolution for issues related to DVR, print, advertising displays, PCs, laptops, mobile devices, and other end user technologies located at Meridian branches and corporate offices.
• Provide comprehensive support for all functional business role groups including corporate, retail, and executives, ensuring swift resolution of complex technical issues.
• Track and document all support activities using ServiceNow for future knowledge base reference.

Project Work

• Lead projects such as the annual hardware refresh, liaising with stakeholders to ensure timely and successful execution.
• Manage project timelines, resources, and deliverables, ensuring alignment with organizational objectives.

Client Deployments

• Coordinate the monthly release cycle for client deployments of Meridian's banking system applications.
• Ensure the timely deployment of updates and changes specific to banking system applications, maintaining integrity and functionality throughout the release process.
• Facilitate releases for various critical business applications, ensuring prompt deployment of updates and changes as needed.

Client Vulnerability Remediation

• Identify and remediate vulnerabilities in client systems, applications, and peripherals to enhance overall security posture.
• Maintain patch management processes and procedures to ensure timely deployment of security patches and updates.
• Collaborate with cybersecurity teams to prioritize and address critical vulnerabilities, minimizing potential risks to organizational assets and data.
• Monitor vulnerability assessment reports and security advisories, taking proactive measures to mitigate emerging threats.

On-Site Support

• Deliver on-site support at Meridian's corporate offices, addressing IT issues promptly and minimizing disruptions for employees.
• Manage and troubleshoot technical challenges related to Laptop deployments, hardware shipping, printers, video conferencing rooms, and other technical hardware that is located on-site at Meridian corporate offices.

Executive Support

• Offer specialized support to Meridian's Executive Leadership Team and Board of Directors, addressing their unique IT needs and requirements, including assistance with video conferences, meetings, and bespoke needs.
• Provide personalized guidance to executive stakeholders, ensuring seamless computing experiences.

Vendor Management

• Collaborate with vendors to procure necessary hardware components and service delivery, ensuring timely and accurate adherence to quality standards.
• Manage vendor relationships, including contract negotiation and performance evaluation to optimize service delivery and cost-effectiveness.

Continuous Improvement

• Identify and implement process enhancements within the IT Asset & Service Management area, leveraging SCCM, ServiceNow, and Intune.
• Streamline software deployment, incident management, and device management processes.
• Foster collaboration for the adoption of best practices across SCCM, ServiceNow, and Intune environments.
• Participate in Change-advisory board (CAB) process.

Knowledge, Skills, and Abilities

• Proficient in troubleshooting end user systems, peripherals, and software applications.
• Strong interpersonal and communication skills, adept at engaging with executive stakeholders and end users. Prior experience in providing on-site support and executive-level assistance is preferred.
• Strong prioritization skills, capable of effectively managing and organizing tasks to meet deadlines and address critical issues promptly.
• Working knowledge with SCCM (System Center Configuration Manager) for software deployment and endpoint management.
• Competent in Azure Active Directory (AD) and Intune for cloud-based identity and device management.
• Expertise in customizing Windows 10 / 11, including Group Policy management and registry modifications.
• Experience with application packaging and deployments, utilizing tools such as Microsoft App-V or MSI packaging.
• Knowledge of Windows Autopilot for device provisioning and configuration.
• Proficiency in scripting using PowerShell or similar languages.
• Experience with Crestron Unified Communications systems for managing video conferencing hardware and conference room setups.

Office Location : Toronto Corporate Office with the ability to travel to our St. Catharines office as needed. This is a hybrid work opportunity.

Meridian has a remote work policy that allows flexibility for employees to work remotely but also requires a minimum of semi-monthly regular time in the office for purposeful meetings to collaborate, innovate and build effective relationships with your team, your colleagues and your leader which is important to us.

What's in it for you?

• We have an inclusive and collaborative working environment that encourages teamwork, creativity, curiosity, and celebrates success!
• We provide you with the tools and technology needed to delight your candidates and clients!
• You will get to work with and learn from diverse industry leaders and colleagues, who have hailed from top organizations.
• Hybrid work arrangements with in-person office time to collaborate, innovate and build relationships with your colleagues.
• This is not your typical "corporate" job. We work hard and we have fun!

Who we are :

Meridian is Ontario’s largest credit union, and second largest in Canada, helping to grow the lives of our more than 380,000 Members. Meridian has more than 80 years of banking history and is 100% owned by its members. With 87 retail branches and 15 Business Banking Centers across Ontario and $ 32B in assets under management, Meridian offers a full range of financial products and services to its retail, business banking and wealth members. With over 2200 employees and corporate offices located in Toronto and St. Catharines, Meridian has a track record of creating and delivering innovative new offerings and is committed to investing in the communities that we serve. Our plan is tobuild on our momentum as we deliver on our purpose - helping our members achieve their best life.

Find our story here :