Client Support Business Analyst

What you’ll do

• Establish and maintain excellent client relationship & satisfaction; 

• Clear knowledge of our retirement and benefits solution and can effectively support the team

• Provide expertise in particular functional areas of our retirement and benefits solution including integration with other components in the solution

• Monitor and track all client requests to ensure work is appropriately assigned to various internal teams ensuring clear ownership and accountability, and is completed in a timely manner with quality; 

• Attend and prepare regular status meetings with the client

• Works directly with the internal team to resolve incidents, prepare client requirement documentation, understand changes in upcoming releases, and provide client support

• Where appropriate peer review responses from team members

• Perform regular follow-ups with the different support teams involved in root cause analysis and functional support to make sure the service level agreements are respected

• Participate in the analysis of requests for changes to our solution or internal processes including updates to requirement documentation

• Organize and manage change order project deliverables as may be required to deliver "Out of Scope" work, including preparation of requirement documentation, demo/walkthrough, configuration, review of complex test scenarios and testing results, to client where applicable

• Collaborate with the Support Team Manager and Client Manager to ensure client requests are appropriately staffed and that client user are effectively using our integrated solution
   

What you bring   

• Have a college education in a field deemed relevant; 

• Have a minimum of 3 years of experience in Defined Benefit Pension Administration

• Advanced skills with Excel

• Be able to understand business needs and identify the best way to respond to it

• Detailed oriented and able to assess situations logically

• Able to understand client issues and provide guidance on next steps 

• Able to manage client priorities and expectations 

• Be able to manage priorities and meet deadlines in a changing environment

• Excellent communication skills (oral or written) with external clients and internal team members at all levels

• Knowledge of the area of pension or benefits administration and / or quality assurance experience will be considered an asset

• Be available for occasional travel