About the role

Junior Consultant supporting CBC/Radio-Canada’s broadcast management applications. Analyzing technical issues, improving support processes, and training support staff in Montreal’s hybrid environment.

Responsibilities

Provide active technical support to users of Radio-Canada broadcast management applications
Analyze and understand recurring user problems within the business framework
Analyze technical issues and contact users personally as needed
Work with developers and Business Technology Solutions teams to resolve complex issues
Draft troubleshooting and training documentation for first-level support staff
Analyze, solve and resolve complex technological problems
Evaluate tools and work methodologies and recommend optimizations
Develop and implement tools, processes and optimized work methodologies
Implement and coordinate special projects, such as updating station work methods
Train support staff and super users
Advise management on strategic plan development
Manage and provide advanced technical support for systems, applications, equipment and software
Ensure equipment works properly and remains accessible while maintaining content integrity
Support regular customers by providing high-level technological support and making autonomous decisions
Establish communication between supported departments and support teams
Document changes, optimizations and modifications to working methods

Bachelor’s degree in Computer Science, a College Diploma in IT support or IT management, or the equivalent
Two (2) years of experience acquired in coordinating a technical team in a user support center
Knowledge of broadcast management applications (OnAir, WO Program, Cognos, Livelink, ScheduAll, RRT, MRO, etc.)
Knowledge of the business community in connection with Radio and TV broadcast management systems
Good general knowledge and intellectual curiosity
Good analytical sense and openness to find solutions to problems
Knowledge of or experience with Agile principles (Scrum / Kanban) - an asset
Knowledge of or experience with ticket management tools (e.g. Jira, Remedy, etc.) - an asset
Strong analytical skills
Strong written and verbal communication skills, interpersonal skills and client satisfaction
Bilingualism (French and English), spoken and written
Ability to travel within Canada
Candidates may be subject to skills and knowledge testing
Successful candidates must complete a mandatory criminal record check and may undergo other background checks

Personal and professional growth opportunities
Access to cutting-edge technology in data management, cloud migration, IP for broadcast, AI, security and reliability
Inclusive workplace and equal opportunity
Accommodation support during the recruitment process