Managed Service Specialist - Remote

SUMMARY:
You will join our Managed Services team helping to develop and plan our strategy and support the development of our capabilities and processes for products in managed service. In this role, you will also participate in key opportunities and engagements to provide leadership and support to help successfully deliver our practice.

As a specialist in our Managed Services practice you will be key to our solution development and support, monitoring and reporting, program governance, and reporting to key stakeholders, including our executive.

POSITION INFO:
RESPONSIBILITIES
2.1. Interact with customers and provide a first line of support with an in-depth knowledge of
applications in production and their testing history
2.2. Continuously remain up to date with our products and services delivered into production
2.3. Provide solutions when possible for issues arising with existing products and engage internal SME’s
where necessary in order to deliver the most efficient solution
2.4. Manage the process of resolving issues and further testing before delivery into production
2.5. Contribute to the creation of processes that automate testing by engaging with internal SME’s
2.6. Contribute to the creation of increased efficiency within the managed services processes
2.7. Build and maintain strong relationships with Senior Developers, Business Analysts and the QA team
2.8. Build and maintain strong, long-lasting client relationships
2.9. Ensure the timely and successful delivery of our solutions according to customer needs and
objectives
2.10. Assist with challenging client requests or issue escalations as needed
2.11. Find ways to increase the quality of customer service
Skills and attributes for success
● Committed to contributing to a strong team culture to ensure success
● Develop and maintain relationships to efficiently leverage expertise
● Sound judgement regarding confidential and sensitive matters
● Proven ability to meet multiple and/or unexpected deadlines in a demanding environment
● Confidence with diverse software functionality and logical thinking
● Strong analytical skills for diagnosing and resolving problems or issues
● Keen ability to understand client needs and preferences
● Exceptional attention to quality and detail

Background Experience
● Exceptional client service experience
● Ability to work independently or team with others as required
● Minimum of 3-5 years of work experience in managed services or operations environment
● Excellent collaboration and presentation skills, and the confidence to challenge senior colleagues and
stakeholders from a diverse range of background
Ideally, you’ll also have
● Professional services firm experience
● Post-secondary education
● Aptitude with MS Office tools and financials