Genesys Systems Engineer supporting routing, IVR, and omnichannel contact center technology. Helping Forward Financing, a fintech lender, optimize customer and agent experiences.
About the role
- Senior Systems Analyst for GB Finance developing and maintaining mainframe reporting tools. Collaborates with management for decision support in Group Benefits business analytics.
Responsibilities
- Provide input as needed on the development of business cases including providing strong data analytics to support business decisions and prioritization
- Identify and implement process enhancements to increase team efficiency, reduce risk of errors and to improve customer satisfaction
- Assume an active role in improving current processes or finding innovative new solutions to known problems
- Maintain up-to-date documentation of all supported applications and standard procedures
- Work and lead projects with minimal direction of multiple tasks and priorities simultaneously
- Assist internal clients with various issues related to connectivity, permissions, access
- Know when to escalate issues and seek guidance when managing competing priorities and peak workload situations
Requirements
- Strong abilities in all areas of communication, able to develop end user and technical documentation
- Good consulting skills and ability to work with internal customers to collect business requirements and conduct feedback cycles on the proposed solution
- Self-starter with excellent time management skills
- Excel skills, with a basic understanding of macros
- Analytical and problem-solving skills with a keen attention to detail and the ability to consistently produce high-quality deliverables
- Organizational and monitoring skills
- 3-5 years of experience with Mainframe programming languages (JCL/COBOL/ SAS/FOCUS) an asset
- Experience with insurance systems with an emphasis on Group Insurance (Genesis, Oasis, Chess, Phoenix, CLAS) an asset
- Bilingualism (French, English, both oral and written) is required for Quebec only
Benefits
- Time off giving you the flexibility to focus on the moments that matter including 20 vacation days per year
- Flexible Benefits from the day you join to meet the needs of you and your family
- Pension Plan participation starts immediately, and you are automatically enrolled. We help you save more with Sun Life automatic and matching contributions and by including both your salary and bonus when making contributions.
- The opportunity to move along a variety of career paths with amazing networking potential
- Flexible hybrid work model
- Work and professional development that is united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives
- A friendly, collaborative, and inclusive culture
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