Technical Support Analyst supporting EcoOnline’s workplace safety and sustainability SaaS customers. Troubleshooting, triaging, documenting, and resolving issues across multiple support channels.
About the role
- Business Support Analyst providing operational guidance, data insights, and risk-aware solutions for BMO banking teams. Supporting stakeholders, strategic initiatives, incident management, and change execution remotely in Ontario.
Responsibilities
- Provide first- and/or second-level business support, advice, and guidance to sales and service colleagues
- Act as a trusted advisor and provide business process, policy, procedure, product, and system expertise
- Develop solutions and recommendations based on business strategy and stakeholder needs
- Advise assigned business/groups on solution implementation
- Support strategic initiatives with internal and external stakeholders
- Build stakeholder relationships and ensure alignment
- Analyze data and information to provide insights and recommendations
- Lead and participate in team projects and stay current on initiatives and processes
- Deliver timely, accurate, and efficient service
- Coach and guide junior team members
- Provide first-point-of-contact operational support to internal business partners and end clients
- Provide service and support for in-scope business groups, products, policies, and procedures
- Maintain subject-matter expertise
- Notify business partners and provide updates on operational issues
- Ensure Incident Management Processes are followed
- Support change management execution and sustainment activities
- Develop tailored messaging, including writing, editing, and distributing communications
- Organize work information for accuracy and completeness
- Coordinate strategic initiative implementation activities and track metrics and milestones
- Identify, diagnose, and solve problems within established rules
- Apply BMO’s Risk Management Framework and make risk-informed decisions aligned with business strategy, policies, laws, and regulations
Requirements
- Typically 3–5 years of relevant experience
- Post-secondary degree in a related field of study or an equivalent combination of education and experience
- Good PC skills, including MS Word, Excel, and PowerPoint
- Good knowledge of business/group processes, procedures, tools, and technology
- Knowledge of applicable risk and regulatory requirements and their impact on the business/group
- Specialized knowledge from education and/or business experience
- In-depth verbal and written communication skills
- In-depth collaboration and team skills
- In-depth analytical and problem-solving skills
- In-depth influence skills
- Ability to work mostly independently
- Shift requirement: 9:30 am–6 pm EST
Benefits
- Performance-based incentives
- Discretionary bonuses
- Other perks and rewards
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
- In-depth training and coaching
- Manager support
- Network-building opportunities
- Tools and resources to reach new milestones
- Accommodations available on request during the selection process
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