Senior Application Support Coordinator

Job Summary

Job Description

What is the opportunity?

RBC Insurance Technology is seeking to hire a Senior Application Support Coordinator for its Insurance Technology Platform Support team. The Insurance Technology Platform Support Team is a specialized unit dedicated to ensuring the optimal performance, availability, and resilience of IT applications used in the insurance line of business. With a unique blend of technical expertise and industry-specific knowledge, this team plays a critical role in ensuring the seamless operations of digital services that cater to both the business's internal and external stakeholders.

As the Senior Application Support Coordinator, you will play a pivotal role in the operational efficiency of our IT support structure. You will oversee the management of ticketing systems, ensuring that incidents, problems, and service requests are appropriately categorized, prioritized, assigned, and resolved within service level agreements (SLAs). You will be an expert in using ITSM tools such as ServiceNow and JIRA, and you will be responsible for the smooth functioning of problem and incident management processes.

What will you do?

• Ticket System Management: Oversee the ticketing system, ensuring it is efficiently organized, and tickets are routed to the correct support level and team.

• Incident and Problem Oversight: Monitor incident and problem management processes, making sure that all issues are handled in accordance with established SLAs.

• Workflow Coordination: Coordinate workflows between support levels and teams, ensuring seamless ticket escalations and handoffs.

• Reporting and Analysis: Generate regular reports on ticket volumes, resolution times, and other key performance indicators to identify trends and areas for improvement.

• Quality Control: Perform quality checks on ticket handling and resolution, providing feedback to support teams and individuals.

• Process Improvement: Continuously review and improve ticket management and support processes to enhance efficiency and effectiveness.

• Tool Expertise: Maintain a deep understanding of ServiceNow, JIRA, and any other ticketing and ITSM platforms used within the organization. Manage communication channels (e.g. email, mailbox, chat).

• Queue Management: Perform daily queue health checks, ticket reassignment for workload balancing, and implement queue backlog reduction strategies.

• User Satisfaction: Develop user feedback collection mechanisms, provide analysis and reporting on user satisfaction metrics, and develop strategies for improving user satisfaction.

What do you need to succeed?

Must-have:

• Bachelor’s degree in Information Technology, Business Administration, or a related field.

• 3+ years of experience in IT support, with a strong focus on ticket management and ITSM processes.

• Proficiency with ITSM platforms such as ServiceNow and JIRA.

• Solid understanding of problem and incident management methodologies.

• Experience in using reporting and analytical tools to monitor ticket trends and team performance.

• Knowledge of IT support frameworks and best practices.

• A proactive mindset with a focus on developing proactive measures to reduce ticket volumes.

Nice-to-have:

• Insurance industry experience.

• Experience as a scrum master, or project manager.

• Certifications in ITIL, ServiceNow, or related fields are highly preferred.

• Experience in a managerial or supervisory role within an IT support environment.

• Familiarity with change management processes and how they integrate with incident and problem management.

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable.

• Leaders who support your development through coaching and managing opportunities.

• Ability to make a difference and lasting impact.

• Work in a dynamic, collaborative, progressive, and high-performing team.

• A world-class training program in financial services.

Job Skills

Critical Thinking, Customer Support Systems, Group Problem Solving, Installation Support, IT Service Level Management, IT Service Management (ITSM), IT Standards, Technical Troubleshooting

Additional Job Details

Address:

120 WESTERN PKY:BEDFORD

City:

BEDFORD

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

Technology and Operations

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2024-05-03

Application Deadline:

2024-05-15

I nclusion and Equal Opportunity Employment

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
​​​​​​​
We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.