Total User Experience Analyst

At the heart of CSA Group is a vision: making the world a better, safer, more sustainable place. It's been part of our mission for nearly one hundred years: from the first engineering standard for railway bridges developed in 1919, to more than 3,500 standards, codes & related products today.

Headquartered in Canada, with a global footprint of more than 30 labs and offices across Europe, Asia and North America, CSA Group tests, inspects and certifies a wide range of products - from every day househould items to leading edge technology-to meet exacting requirements for safety, performance and environmental impact.

Our employees take pride in making a difference in people's lives through the work that we do. We're looking for people like you to help make it happen.

Under general direction of the Total User Experience Lead, accountable for performing a full range of systems analysis, technical troubleshooting and client user support for moderately complex enterprise software application(s). Applying an in-depth knowledge of SAP, Microsoft, Ecommerce Applications or other enterprise application(s), including the functionality and business processes, the incumbent provides problem analysis and troubleshooting, system design, technical support, preventative maintenance, as well as some training and support to users in resolving moderately complex problems. Applies an in-depth knowledge of CSA business processes and application functionality to design new solutions to accommodate user needs, modify existing content solutions and implement changes to systems.

Responsibilities:

• Serves as a technical specialist in application support. Utilizing an understanding of CSA business and system processes. Contacts end-users to verify all details associated with incident, assess and categorize the nature of the issue and providing estimated resolution time in accordance with service level agreement.

• Analyzes and resolves moderate to complex application and end point problems. Ensures any failures are documented to provide a sound basis for problem resolution for future reference, identifying repeat problems and provide recommendations as appropriate to support continuous process improvement.

• Escalates issues to Global Program Delivery when required, specifically for configuration and/or development items.

• Consults and supports the client user group by providing assistance on functionality of assigned applications. Provides one-on-one training and support. Identifies issues that are training related and/or areas where general training needs development or enhancement.

• Supports continuous improvement of assigned systems and enterprise application solutions, ensuring corrections/ enhancements follow IT processes. Cross-trains to provide backup support in other enterprise application product(s) or modules or related applications and to enhance regional support capabilities.

Education and Experience:

• 3-yr technical diploma or B.Sc. in Computer Science or relevant field.

• 3 -5 years systems analysis experience (post degree/diploma).

• Experience with business process reengineering highly desirable.

• Basic understanding of user endpoints i.e. desktop, printers, mobile.

Skills:

• Excellent systems analysis and design skills.

• Strong problem solving skills.

• Excellent communication skills.

• Good facilitation skills.

• Ability to work in diversified teams.

• Self-starter with the ability to work with minimal supervision.

• Strong customer service skills.