Digital Workplace Services Problem Coordinator

The IT Service Operations Stability and Governance Department works across the Digital Workplace Administrative Department to proactively, quickly and efficiently address issues and pain points in the business sectors. Our goal is to make the user experience the priority for desktop services (workstations, messaging, Espace V, telephony, Office 365). More specifically, you actively contribute to the health of the digital workplace services portfolio by being an active party in the problem management process (ITIL). You’ll be in contact with users, technical experts and business sectors to manage, coordinate and follow up on the resolution of the problem. Your goal is to detect potential outages ahead of time and minimize IT Service Centre (ITSC) requests by using innovative tools (desktop health monitor, telemetry tool) and notify claims advisors so they can take action. You’re responsible for a cross-sector continuous improvement file, opening problem tickets and coordinating work to resolve P3, P4 and P5 problems for all groups and analysts under your responsibility. More specifically, you will be required to :

• Proactively analyze and discover problems.

• Analyze incidents identified for problem management.

• Open tickets in ServiceNow.

• Coordinate the management of issues under your responsibility (Priority 3, 4 and 5).

• Assign problem tasks.

• Confirm the proposed solutions and solve the problem.

• Ensure everything is documented and maintain problem tickets.

• Diagnose development teams’ issues, challenges and needs on medium-complexity correction requests and in managing project delivery and rollouts to determine target outcomes.

• Help develop and implement objectives, solutions, policies, programs and action plans.

• Analyze data. Conduct studies. Make recommendations. Write reports.

• Oversee the execution of cross-sector and strategic initiatives to improve services for digital workplaces.

What we offer*

• Competitive salary and annual bonus

• 4 weeks of flexible vacation starting in the first year

• Defined benefit pension plan that provides predictable, stable income throughout retirement

• Group insurance including telemedicine

• Reimbursement of health and wellness expenses and telework equipment

*Benefits apply based on eligibility criteria.

What you bring to the table

• Bachelor’s degree in project management, IT or a related field

• A minimum of four years of relevant experience

• Please note that other combinations of qualifications and relevant experience may be considered

• Experience in problem or incident management, coordinating activities involving many key players, producing executive reports and communications, and producing recommendations and action plans to help our processes evolve

• Knowledge of French is required 

• Intermediate knowledge of English due to the nature of the duties or work tools or because the position involves interactions with English-speaking partners, members and/or clients

• Knowledge of the field of digital workplaces

• Knowledge of ITIL (V3 or 4)

• Knowledge of IT Service Management tools (ServiceNow, Service Manager)

• Knowledge of HPSM ticket management and report production tools

#LI-Hybrid 

Trade Union (If applicable)

At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve.

If there's something we can do to help make the recruitment process or the job you're applying for more accessible, let us know. We can provide accommodations at any stage in the recruitment process. Just ask!

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