Multimedia Senior Analyst

BMO U.S.; Chicago (IL); On-site; USD 55,000 - 120,000; Full time

Job summary

BMO Financial Group is seeking a full-time Multimedia Support Specialist in Chicago to handle day-to-day AV maintenance across conference centers and rooms. You will set up, operate, and troubleshoot AV gear, laptops, and teleconferencing systems for executives and guests.

The role requires 3+ years in IT, strong communication and vendor-management skills, and the ability to work in a fast-paced, confidential environment. Occasional flexible arrangements are possible.

Qualifications

• Experience in IT/AV support with focus on meetings and events.
• Strong relationship management and communication skills.
• Ability to troubleshoot complex videoconference systems.
• Familiarity with Cisco TelePresence, Polycom, WebEx and Skype for Business.
• Proficient with Apple/Android devices and ticketing tools.

Responsibilities

• Maintain and troubleshoot multimedia equipment in BMO Conference Centres.
• Setup AV gear including panels, projectors, laptops, mics and conferencing systems.
• Liaise with vendors and provide executive-level technical support.
• Support highly confidential meetings and events with quick turnarounds.

Skills

AV/IT support

Vendor liaison

Cisco TelePresence

WebEx/Skype for Business

Apple/Android devices

Incident management

Communication

Multi-tasking

Education

College diploma in related discipline

Tools

Cisco TelePresence

Polycom Video Conferencing

WebEx

Skype for Business

Telepresence Management System

Ticketing system

Microsoft Office

Job description

Description: This is a full time, permanent role located at 320 S. Canal (CHIC), downtown Chicago.

Position Overview

• Responsible for the day to day support, troubleshooting and maintenance of all multimedia equipment used in the BMO Conference Centres and BMO multimedia integrated rooms.
• Setup and operation of audio visual equipment including flat panels, projectors, internal BMO laptops, external vendor laptops, network communication equipment, microphones, VOIP, teleconference equipment, IP, SIP, ISDN video conference equipment and mobile devices.
• Vendor relationship contact for existing multimedia suppliers and AV service providers.
• Liaison with vendors, business partners, LOB partners and senior executives for technical consultation and support of often confidential/sensitive meetings and events.
• Provide attentive, accommodating, professional and technical support requested by BMO Executives, BMO Board of Directors, senior management teams, leadership councils and distinguished guests.
• Support meetings/events that are time sensitive, often highly confidential, fast paced and highly visible within a scrutinized environment.
• Focus on a positive high-level customer experience and communication following the Being BMO guidelines.

Qualifications

• College diploma in related discipline(s) or equivalent work experience.
• 3+ years in the IT industry.
• Excellent Relationship Management skills.
• Exceptional oral and written communication skills, with the ability to present, communicate, and simplify complex information.
• Strong problem-solving skills within the technical field.
• Sound understanding of best in class business processes.
• Proficient in Microsoft Office Applications.

Knowledge and Skills

• Ability to multi-task and set priorities accordingly.
• Provide continuous improvement solutions at both the customer and departmental level.
• Able to accommodate flexible work arrangements.
• Autonomous - able to act independently on behalf of the department with defined objectives and direction.
• Able to respond quickly to ad-hoc requests.
• Familiarity with Multimedia equipment and computer equipment.
• Experience with Cisco Tele-Presence, Polycom Video Conferencing equipment, WebEx, Skype for Business and other teleconference/video conference systems.
• Knowledge of Telepresence Management Systems for creating videoconference bridges and adding new videoconference endpoints to the internal network infrastructure.
• Troubleshooting videoconference issues, system errors, break fix and updating software on videoconference systems.
• In-depth knowledge and experience supporting Apple and Android devices.
• Knowledge of ticketing service work tracking applications.
• Understand new technology as a way to improve BMO’s productivity. Experience with Cisco Tele-Presence, Polycom Video Conferencing equipment, WebEx, Skype for Business and other teleconference/video conference systems.
• Troubleshooting videoconference issues, system errors, break fix and updating software on videoconference systems.
• Follow BMO’s expense management directive and identify possible cost savings measures, and provide a competitive advantage in a functional, practical, customer focused manner.
• Keep current of new industry technologies and be able to realize its possible use at BMO.

Monitors, restores service, changes, supports, and handles day-to-day activities 7/24/365 required to run the mission critical systems for the company ensuring business service levels are met and environments are managed. Monitors and ensures service restoration of infrastructure, applications (online and offline), and security, while meeting service level agreements. Provides the Help/Service Desk support, as well as coordinates and facilitates Incident Management, deploys changes to the production environment, and engages 3rd party providers contracted to the Bank during an incident. Provides immediate response to production program or system problems. Participates in testing cycles to ensure the ability to deploy and operability of infrastructure and applications. Deploys, implements, provisions applications and infrastructure per deployment plans and infrastructure build guides.

• Works with development teams to build solutions that use enterprise monitoring/logging, are “self-healing”, and require minimal to zero maintenance.
• Possesses strong technical and/or business functional knowledge of systems, timing and dependencies.
• Conducts independent analysis and assessment to resolve strategic issues.
• Monitors and tracks performance, and addresses any issues.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Leads/Conducts incident recovery and detailed root case analysis.
• Deploys manual code to production environment.
• Facilitates or completes analysis, design and configuration of viable solutions to highly complex technology problems that would improve data center and support activities.
• Provides end to end technology support including computer, applications, network and storage, and root-cause analysis etc.
• Drives and/or promotes new processes, systems, technology, and operations and expanded capabilities for performance, with the flexibility to align to the unique requirements of the project teams and deliverables.
• Proactively monitors system performance and identifies operational improvements, in ensuring smooth and consistent customer and business partner delivery.
• Supports deployment activities, managing implementation issues to resolution.
• Provides initial triage, investigation and ensures fast turnaround times on issue/incident resolution.
• Monitors technical infrastructure, applications and/or business transactions through automated systems and instrumentation across the environment.
• Provides inbound call assistance to end-users for application, technical, and IMACD needs leveraging the knowledge base and/or run books available.
• Collaborates and engages with the appropriate areas across the bank.
• Develops or helps to develop the knowledge assets required for the operation.
• Promotes adherence to standards and industry best practices.
• Develops an understanding of organizational interactions and complexity to engage with the appropriate matrix areas.
• Identifies opportunities to strengthen the operational capability, such as: sharing expertise to promote technical development, mentoring employees, building communities of practice and networks across technology.
• Stays abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently on a range of complex tasks, which may include unique situations.
• Broader work or accountabilities may be assigned as needed.
• Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.

Qualifications

• Typically 2-4 years of work experience in IT or business environment and/or B.S./B.A. in computer science, engineering, information systems, math or business.
• Understanding of Information Technology operating processes used for systems to ensure effective delivery including but not limited to IT Operations mandatory operating standards for monitoring, logging, and alerting.
• Knowledge of support and operations practice, concepts, and technology obtained through formal training and/or work experience.
• Technical and/or business functional knowledge of systems, tools, timing, and dependencies.
• Technical proficiency gained through education and/or business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.

Salary

$55,000.00 - $120,000.00

Pay Type

Salaried

The above represents BMO Financial Group’s pay range and type. Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position. BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world. As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset. To find out more visit us at https://jobs.bmo.com/us/en

BMO is proud to be an equal employment opportunity employer. We evaluate applicants without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other legally protected characteristics. We also consider applicants with criminal histories, consistent with applicable federal, state and local law. BMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e‑mail to [e-mail] and let us know the nature of your request and your contact information.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.