Desjardins Group is the largest cooperative financial group in Canada, and one of the largest employers in the country. It offers a full range of financial products and services and is home to a wealth of expertise in property and casualty insurance, life and health insurance, wealth management, services for businesses of all sizes, securities brokerage, asset management, venture capital, and secure, leading-edge virtual access methods.
As Analyst-Integrator, you are part of a squad (Rubiks) that processes upgrade requests for interactive voice response (IVR) systems for the business lines in Desjardins Group's Client Relations Centres. You design, configure, administer, maintain and upgrade systems related to CRC platforms in keeping with the organization's needs.
Drawing on your skill with technology, you help develop small- to medium-scale IT systems, programs and applications and provide the required support. You help analyze, understand and translate clients' business needs into functional and technological needs. To this end, you help plan, prioritize and coordinate work with the squad to stay on schedule and meet objectives. Your projects and initiatives require a comprehensive knowledge of your line of work.
You help implement development solutions and take corrective action by integrating IVR changes into CRC systems, in which managing complexity is key. You work closely in Kanban mode with several stakeholders: product owners (POs), business analysts and operators (Bell), and other management squads (coordination).
You advise and provide systems support for clients and various stakeholders.
Actively help develop execution strategies and analyze, design and document programs and applications. Help develop, code and test them
Provide technical support and follow-up for IT operations
Draft operational specifications, procedures and methods. Develop documentation and prepare and deliver user training
Analyze, diagnose, follow up on and resolve critical and complex system problems
Lead software installation and testing and application rollout.
Other working conditions
Schedule : Schedule: Evening availability required (1-2 times a month) for rollouts
Number of job available : 1
Bachelor's degree in information technology or an appropriate field
A minimum of four years of relevant experience in IT
Experience with client contact centre technology (an asset)
Please note that other combinaisons of qualifications and relevant experience may be considered
Knowledge of Jira and Confluence
Knowledge of Agile methodology (an asset)
Knowledge of the Genesys platform and its components (an asset)
Knowledge of the Cyara automated testing tool (an asset)
Knowledge of network and telephone infrastructure (an asset)
Knowledge of English, intermediate level
Desjardins Cross-sector skills
Action oriented, Collaborates, Customer Focus, Innovation
Key competencies for the job
Customer Focus, Situational adaptability, Tech savvy
Complexe Desjardins Montréal