Incident Management Analyst (Level 1)

Permanent Full Time

Hybrid: Cambridge, Toronto & Remote

We are looking for a passionate & driven “Technical Support Analyst” to collaborate as part of a team of technical staff responsible for delivery of the overall Incident Management function. The team will provide Incident prioritization, initial Triage, routing to L2 and P1/P2 escalation. The role strives to ensure that established service levels are met and excels in providing great customer service.

We are on a new path called NEXT HORIZON: The insurance industry is changing at an exponential pace, driven by changing customer experience, climate change and technology. In response Gore Mutual is making bold moves to reposition our company as a purpose driven, digitally led national insurer. Next Horizon is our 10-year vision and strategy that sets a new path for our company.

Come and make your mark on our Next Horizon!

What will you be doing?

INCIDENT AGENT FOR P3 AND P4 ISSUES

Accept and provide triage and escalation for Incident Tickets in the company’s Incident Management System. Gain knowledge of the company’s systems to provide 1st level support. Refer to knowledgebase articles and personal knowledge to provide known resolutions. Elevate to 2nd and 3rd level support as necessary. Own cases from initiation to closure, providing updates to case originators and act as the liaison between L2 technical staff and the end-user.

OPERATE THE INCIDENT MANAGEMENT PROGRAM

Play their part to ensure the team maintains high service levels and customer satisfaction in providing tier 1 support, including accepting ownership of the incident from identification to closure. Using the ticketing system as intended with meaningful detail and completeness of entry fields. Participate equitably in assignment of tickets. Assist and participate when new improvements are implemented such as automation and systems integration to create proactive incident resolutions and failure indicators. Provide insight and feedback on potential areas for improvement. Be available for scheduled work on evenings and weekends to support BC time zone and maintenance work on weekends.

MAINTAIN EXPERTISE & CURRENCY

Leverage company provided and personal training opportunities to maintain a high level of skills in areas that are relevant to the Incident Management function, particularly knowledge of business applications and systems leveraged by the company.

TEAM PLAYER AND CUSTOMER FOCUS

Support peers and colleagues by working to build cross functional knowledge, positive attitudes, and consistent customer experiences. Elevate yourself and team by always maintaining a strong customer focus. Complete assigned work activities in a timely manner including project deliverables, product training, troubleshooting and research assignments etc. Work independently and record accurate metrics.

What will you need to succeed?

3+ years of Level 1 Technical support
3+ years of Windows 10 / Office 365 / General knowledge of Microsoft Networking
Community College Degree in Computer Science, Technology, Programming
Knowledge on IT Service Management / Service Operations / ITIL is preferred

Who will you support?

Business associates and executives that are experiencing technology service issues or who are being impacted by technology implementations and updates.
Technology leaders and SMEs during elevation to L2 response.
Peers to co-ordinate work and productivity.
Supervisor and peers during 1 on 1 and Team Scrum meetings.
3rd Parties for L2 assignment
Outsourced Service Desk for transfer of Work items (Incidents) and Knowledge

Gore Mutual Insurance is committed to providing accommodations for people with disabilities during all phases of the recruiting process, including the application process. If you require accommodation because of a disability, we will work with you to meet your needs. If you are selected for an interview and require accommodation, please advise the HR representative who will consult with you to determine an appropriate accommodation.

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Gore Mutual Insurance Company

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Incident Management Analyst (Level 1)