Technical Support Specialist

Technology Support Analyst (Contract Position)

Position Type: Contract (6 Months)

Location: Toronto, ON (Hybrid)

Must be eligible to work in Canada

Roles and responsibilities:

We are hiring a Technology Support Analyst to join our client's Toronto Office. In this role, you will provide Broker Management System (BMS) support to colleagues and interact with a variety of team members, including Corporate and Branch management. You will also interface with key vendors and insurance carriers regarding system integration processes.

What We’re Looking For

• Applied Epic Expertise: Hands-on experience with Applied Epic configuration and software support.
• Audit & Compliance: Experience with audit and compliance standards (particularly familiarity with National Instrument 52-109 requirements) is a strong bonus.
• Immediate Availability: Readiness to interview and start quickly.

What You Will Be Doing

• System Analysis & Configuration: Analyze, assess, and configure new system releases or features to ensure alignment with business requirements; document outcomes, risks, and recommendations.
• Security & Compliance: Act as a subject matter resource for technology security access procedures, ensuring consistent application, guiding best practices, and supporting successful audit outcomes.
• Architecture & Data Integrity: Maintain a deep understanding of system architecture and business tables to proactively identify opportunities to improve data integrity, configuration accuracy, and operational efficiency.
• Incident & Ticket Management: Manage a diverse portfolio of complex, high-impact requests, ensuring timely resolution in accordance with SLAs while maintaining data quality in the ticketing system.
• Advanced Problem Solving: Evaluate complex incidents beyond standard procedures, determine appropriate resolution paths, and coordinate across teams to improve overall processes.
• Knowledge Base Ownership: Own and continuously enhance the system support knowledge base, ensuring documentation is accurate, actionable, and reflects evolving tools and procedures.
• Standardization & Best Practices: Drive consistent system usage by advising colleagues, clarifying procedures, and promoting standardization across teams.
• Stakeholder & Vendor Alignment: Build strong cross-functional relationships to align priorities, remove barriers, and ensure smooth delivery of system initiatives and issue resolutions.
• Team Enablement: Coach peers, share technical expertise, and proactively identify opportunities to improve overall team effectiveness.
• Leadership Presentation: Confidently present complex technical topics to senior leadership with credibility and clarity.

Must have skills/experience/qualifications:

• Education: Post-secondary education in Technology or a related field.
• Experience: 1–3 years of customer service experience in an automated environment, with a solid understanding of helpdesk/service desk automated ticketing systems.
• Technical Skills:
• Advanced level proficiency with the MS Office suite.
• Experience with Broker Management Systems (e.g., Applied Epic, Policy Works) is an asset.
• Experience with Zendesk and SharePoint is considered a strong asset.
• Core Competencies:
• Advanced analytical, problem-resolution, time-management, and organizational skills.
• Quick, adaptable learner with an excellent customer service orientation.
• High degree of professionalism with outstanding written and verbal communication skills.
• Ability to work effectively both independently and within a collaborative team environment.

Certifications (Preferred): RIBO/AIC, CIP/CAIB, or ITIL General Practitioner designations are an asset.