Technical Support Senior Analyst - Express Scripts Canada

The Technology Services Team provides core information technology services to all Express Scripts Canada departments. Express Scripts Canada is looking for an adaptable, self-motivated Technical Support Senior Analyst to join the End User Services Team.

Reporting to the Manager, End User Services, the successful candidate will demonstrate a strong ability to prioritize workloads, meet project deadlines and be a champion of customer service.

The successful candidate will be required to work a flexible schedule (including extra hours / overtime), rotation for on-call support, and will be required to travel to the various ESC offices.

Key Responsibilities :

Lead deployment, repair and maintenance of end user hardware (desktop, laptop, phone, etc.)

Create, install and configure software packages, including centralized deployment suite and desktop patching

Build and maintain inventory records for software and hardware

Assist in the ordering and hardware replenishment process, along with maintaining stock levels

Answering support calls and participating in an on-call rotation schedule

Provide remote assistance to all Express Scripts Canada locations

Act as an escalation point for the Technical Support team

Assist in escalations and engaging with the Production Operations team to resolve complex technical issues

Provides support for conference room equipment

Work jointly with other members of the Information Systems team to provide customer support and assistance with project tasks / deliverables

Lead, implement and work on projects / tasks assigned from Manager / Team Lead, End User Services as required

Manage and maintain incident management ticket queues and adhere to SAL’s by setting priorities and resolving technical issues

Provide thorough documentation on support tasks and resolutions

Maintain and develop good working relationships with the user community at Express Scripts Canada with a focus to providing best-in-class support service in areas of technical expertise

Assist in the training of user community at Express Scripts Canada in the operating system and software suite

Participate in the team rotation of after hours support using pager and / or cell phones

Qualifications :

Post-secondary degree / diploma in Computer Science, Information Systems or a technology related field

Minimum 5 years of experience in an infrastructure environment based on Intel PC’s, supporting and troubleshooting end user hardware and software

Experience working on a Service Desk / Helpdesk and Tier 2 / 3 levels

Ability to diagnose and resolve technical issues effectively and in a timely manner

Telephony experience (Dialpad)

Software deployment setup and administration (Altiris, SCCM, etc.)

Experience with Endpoint Protection (Symantec, Trellix)

MCDST certification and / or working towards further certification

ITIL Certification is considered a strong asset

Knowledge, Skills and Abilities required :

Advanced problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions

Ability to multitask and work in a fast paced environment

Ability to obtain Protected B clearance; and enhanced reliability security clearance

Communicate technical information in a concise, understandable and accurate fashion to non-technical personnel

Strong customer service focus - understanding the service’ nature of Technical Support

Adaptability and willingness to learn

Strong oral and written facilitation and communication skills, including the ability to enforce standards and methodology

Ability to work a flexible schedule to accommodate project deadlines including limited travel (20%) and on call rotation

Must have own vehicle in order to travel between site locations.

NOTE : Internal Posting will be closed by May 13, 2024

Express Scripts Canada is a Cigna company

Express Scripts Canada is a subsidiary of Express Scripts, a Cigna company. Cigna Corporation (NYSE : CI) is a global health service company dedicated to improving the health, wellbeing and peace of mind of those we serve.

Cigna offers an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioural health, pharmacy, vision, supplemental benefits, and other related products.

About Express Scripts Canada

Express Scripts Canada is a leading health benefits manager and has been recognized as one of the most innovative. Our clients include Canada's leading insurers, third party administrators and governments.

We work with these clients to develop industry-leading solutions to deliver superior healthcare in a cost-controlled environment.

We provide Active Pharmacy™ services to more than 7 million Canadian patients and adjudicate more than 100 million pharmacy, dental, and extended health claims annually.

Through our proprietary consumer intelligence, clinical expertise, and patients-first approach, we promote better health decisions for plan members, while managing and reducing drug benefit costs for plan sponsors.

It will be a condition of employment that the successful candidate obtains an Enhanced Reliability Clearance from the Federal Government.

The candidate will be required to provide supporting documentation to receive clearance if required.

We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment.

We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be.

We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.