Requisition Id : BCEJP00019967
Database/technical knowledge of PCI applications, Xytech, MediaPulse,SQL queries in Oracle,Excel macros
POSITION SUMMARY: Provide end user Primary Support to users of all Louise/Cindy/Mogador. The position will provide normal day to day Business System support for all end users already on these applications. PRINCIPLE DUTIES AND RESPONSIBILITIES: • Business System Support o Handle inquiries/requests for support from business users via inbound calls and/or communications via email. Inquiries may include but are not limited to: general inquiries, service delivery support, defect identification and testing. o Understand business processes and relate them to incident resolution within a complex system o Perform root cause analysis and provide solutions / workarounds to the business as it relates to issues reported o Assess and prioritize incidents o Log, document and update all incidents/cases in Service Centre\ per defined process. o Track progress of resolution o Recommend courses of action and work with other team members to establish new or revised processes and procedures as required o Follow system management and operational policies as defined by IT Management • Communication o Understand both business speak and IT speak o Foster trust and teamwork; engage Business users and other Team members equally to provide correct and timely resolutions o Communicate in a timely fashion and clearly, both ongoing status and/or resolution of incident/case to Business end user o Communicate hot issues and resolutions to peers and Manager and when appropriate escalate further any issues/concerns/resolutions as may be required to Senior Management Team o Liaise with various Project Team members as may be required EXPERIENCE, KNOWLEDGE, AND SKILLS: • Essential o Fluent in French, speaking/writing o In-depth knowledge of broadcasting business o In-depth knowledge of PCI Toolset - Louise, Cindy, Mogador/SAM o In-depth knowledge of 4D databases and Oracle scripts o Ability to manage servers in a network environment - validate backups, monitor disk space, stop/start servers, restore backups o Experience in problem solving, issue identification, resolution, and appropriate escalation o Ability to evaluate alternatives, make appropriate unbiased and timely decisions based on sound reasoning and judgement o Excellent verbal communication skills including both one-on-one and large group o Superior written skills required including ability to create documentation that is grammatically correct, clear, concise and within established guidelines o Superior analytical and detail skills o Superior customer relationship, listening and questioning skills, positive and friendly telephone manner, as well as persuasive negotiation skills o Strong organization skills and ability to manage incident reporting and tracking o Ability to work effectively both independently and within a team environment o Experience establishing a detailed work plan and meeting deliverables o Ability to prioritize, maintain organization and meet deadlines while remaining flexible and adaptable to changing priorities in a fast-paced environment o Possess a high degree of patience, respect and tolerance in dealing with users o Must be able to work overtime, shifts as required • Nice to have o Bilingual (English) o Database/technical knowledge of PCI applications o Knowledge of Xytech's MediaPulse o Knowledge of SQL queries in Oracle o Knowledge of Excel macros
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