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Client Support, Business Analyst

LifeWorks

This is a Contract position in Montreal, QC posted November 10, 2021.

Build a meaningful career

At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives.  The extraordinary expertise of a more than 6,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

We are looking for a client support analyst who will be responsible for the delivery of services our client.

How will you make your mark?

  • Establish and maintain excellent client relationship & satisfaction;
  • Clear knowledge of our Solution and can effectively support the team; 
  • Responsible to provide expertise in particular functional areas of our 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, has 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 and provide client support;
  • Where appropriate peer review responses from team members to the client;
  • 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;
  • Organizes and manages 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 need to succeed?

  • Have a college education in a field deemed relevant;
  • Have a minimum of 3 years of experience;
  • 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.

Fulfilling work that matters

LifeWorks is in the business of helping organizations help their people and in the process, we strive to elevate ours. We’re always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve. We appreciate the interest of every applicant; however, we contact only those selected for an interview.

At LifeWorks, we are committed to putting our people first.  Our priority is to optimize the health and productivity of our people.  In light of COVID-19, our company continues to monitor the global situation and following local guidance in each of our communities to ensure the health and wellbeing of our employees.  Safety is our highest priority, and while the goal is to ultimately return to the office, we are currently working remotely and are connecting with candidates through virtual interviews, recruitment events, and information sessions.  We are excited to connect with you virtually, and look forward to receiving your application.