Bilingual (English/French) Business and Systems Support Cent

At Chartwell, we’re all about Making People’s Lives Better for our residents, their families, and our employees. Join an exceptional group of diverse, caring, and passionate people who are inspired to make a difference in their own lives and are dedicated to delivering an experience that is personalized, memorable and feels like home for more than 30,000 residents across the country.

The Business and Systems Support Centre (BSSC) Analyst is an essential member of the Information Services team. We are proud at Chartwell to develop new and innovation service delivery models. This new role is part of an innovative strategy to reduce the administrative burden in our homes and rethink how we help our residences reduce the red-tape and inefficiency around important and necessary business processes. Our objective is to free up time for our residences so that they can focus on their primary goal to provide our residents with a “Very Satisfied” customer experience, ensuring that our residents feel at safe, feel at home and have a great day every day. This is a unique opportunity for an individual who is driven to contribute to Making People’s Lives Better by improving our corporate support function.

The BSSC Analyst is part of a new team (the “BSSC”) of multidisciplinary/cross-trained experts who assist our homes to execute business processes and efficiently use our systems. The BSSC team will provide our residences in 24/7 support for technical challenges – both business process and system related – that our homes encounter. The BSSC team is also responsible for the end-user support of our desktop environment through an ITIL-compliant Service Desk as well as via remote field support technicians, both in-house and third-party contracted services.

The BSSC Analyst is responsible for supporting all information services-governed systems providing both technical as well as business process support to the Chartwell computing community. He/she is motivated to ensure that our residences spend as little time as possible on business processes and our systems to free up time for our homes to spend directly with our residents and their families. He/she possesses a superior customer service mindset and prioritizes services based on Chartwell’s service standards: “Safety, Respect, Efficiency, WOW”. In addition, in order to ensure that we safeguard Chartwell’s information including personal health information, the BSSC Analyst needs to act according to our internal controls standards and within our policies and procedures.

The BSSC Analyst’s foremost priority is to help ensure the efficient operations of our residences while maintaining Chartwell’s internal control standards.

The scope of end-user technology under the support of the BSSC includes but is not limited to: Citrix managed desktop to 2500 users in over 175 locations nationally, 300 corporate users residing in three primary corporate offices or individual home offices, 160-person sales-focused virtual call centre and 1200 mobile devices.

Business process support scope includes but is not limited to: Finance systems (accounts payable, billing and accounts receivable, general ledger, financial reporting, budgeting – operational and capital), Customer relationship management system, call centre (VoIP) and Google Premier Business Applications deployed both in-house or as SaaS and Cloud-based computing models. Field-based systems such as emergency call, building automation, phone and security systems also fall under the support umbrella of the BSSC Analyst.

Many of our BSSC Analysts will have a traditional IT service desk background. We are looking to break new ground, going beyond traditional service desk offerings and including supporting our homes in their business processes. Individuals who have an aptitude for systems, with work experience in the areas of accounts payable, accounts receivable and property accounting are also qualified candidates for this position.

Key Activities

Based on Chartwell’s business plan and corporate goals, the Business and Systems Support Services Analyst will be responsible for:

• Handling of assigned tickets through a formalized incident management system according to procedures set forth by the Director, Business and Systems Support Centre
• Participating in rotational standby/oncall duties
• Adherence to documentation standards for all incidents
• Adherence to all IT general controls, supporting compliance reporting and directly participating in a disciplined incident management framework as it relates to the support of Chartwell’s business systems and end-user facing devices
• Following IT Service Management and Asset Management best practices, following operating procedures, adhering to standards of quality (process and product)
• Bringing forward ideas for improving efficiency, quality of service to the Director, Business and Systems Support Centre
• Participating in or providing data in support of external and internal audits, as required
• Providing support for the implementation of new systems and business process transformation initiatives
• Interfacing with key information technology vendors and service providers, as required to resolve issues
• Staying abreast of emerging technologies
• Connecting the impact of excellence in customer experience to resident satisfaction, job satisfaction and occupancy/revenue
• Applying key concepts of “lens of the customer” in daily interactions with customers
• Showing a commitment to implement personal behavior changes that will lead to improved service excellence
• Other duties as assigned

Qualifications

Experience:

• 5 - 8 years of progressive and pertinent Information Services or Financial Business Process support experience working in an environment of comparable complexity, supporting end-users directly
• Demonstrated support experience providing business process and functional how-to support AND/OR providing traditional IT technical support
• Experience in the following areas is an asset:
  • Demonstrated experience in a distributed Windows Server environment (with many remote networked locations) with a mixture of Cloud/SaaS and on-premise systems experience
  • Good knowledge and understanding of network environments, concepts and technologies
  • Experience in a managed desktop environment (such as Citrix)
  • Working knowledge of MS Windows server environments and Active Directory
  • Experience supporting VOIP phone systems (Avaya)
  • Working knowledge of Canadian privacy regulations
  • Healthcare industry exposure

Education:

• College diploma or Bachelor’s degree, with a preference given to a degree in a relevant and pertinent field of study, or equivalent work experience

Skills & Abilities:

• Strong analytical and problem-solving skills, strong process and work organization rigor and discipline
• Bilingual in French and English, required
• Solid understanding of IT general controls
• Quick learner, curious and inquisitive
• Solid IT technical foundation and aptitude in concert with some standard business process knowledge
• ERP functional support experience, a definite asset
• Strong communication skills – oral and written
• Superior interpersonal skills with a strong client-service orientation
• Self-motivated, creative and innovative with the resources at hand
• Strong attention to detail and a high standard for thorough and clear documentation of incidents

Special Requirements:

• Criminal background check
• Willingness to perform standby/oncall duties in support of 7/24 coverage (rotational basis)
• Willingness to travel to sites on occasion