RQ10734 Specialized IT Consultant Intermediate

Description:

• Provide daily ongoing Tier 2 subject matter expertise to 177 HRIS clients providing payroll guidance with the Quadrant Workforce application HR Payroll Scheduling Leave Management and QSS modules for accurate and timely payroll to 31000 healthcare employees through the Footprint ticketing system or other mechanism
  
• Prioritize regularly scheduled support activities along with urgent often unscheduled support requests with a high level of responsiveness and time sensitivity
  
• Liaise between users and other team members including Database Administrators (DBAs) System Administrators Network Administrators Privacy and Security Specialists and Software Subject Matter Experts CRA CPA for payroll related legislative changes as required
  
• Identify application defects and assist in complex trouble shooting and root cause analysis
  
• Follow all established Service Management process and identify opportunities for improvement
  

Requirements

Experience and Skill Set Requirements:

Must Haves:

• Logibec Quadrant Workforce
  
• Payroll Certification
  
• OTR
  
• AODA compliance
  
• Experience triaging tickets prioritizing categorizing and handling service requests incidents and problem tickets
  
• Excellent customer service skills including tact and diplomacy to ensure client needs are managed effectively
  

Skill Set Requirements:

Public Sector Experience:

• 2 years of experience working in the healthcare industry
  
• Knowledge of personal health information protection legislative requirements and how they apply to developing and maintaining healthcare systems containing personal health
  

Technical Skills:

• Logibec Quadrant Workforce
  
• Payroll Certification
  
• OTR
  
• AODA compliance
  
• MS Teams
  
• MS Excel
  
• MS Power Point
  

Service Management Skills:

• Knowledge of Service Management Processes with 5 years experience in supporting remote clients.
  
• Experience triaging tickets prioritizing categorizing and handling service requests incidents and problem tickets
  
• Experience with Footprints Ticketing Application
  

Management and Communication Skills:

• Proven track record for building strong working relationships
  
• Strong interpersonal and verbal and written communication skills
  
• Excellent customer service skills including tact and diplomacy to ensure client needs are managed effectively
  
• Excellent analytical problem-solving and decision-making skills
  
• Ability to apply strong listening skills to facilitate issue resolution
  
• A motivated flexible creative team player with perseverance excellent multi-tasking abilities and a proven track record for meeting strict deadlines.