New job at MD Financial Management (via |

Functional Support Analyst

February 20 2020
Industries Bank, Insurance, Financial services
Categories Customer Service, Call Centres, Bank, Insurance, Financial Services, Customer service, Support, Assistance
Ottawa, ON

At MD Financial Management, we have one mandate: to help Canadian physicians achieve financial well-being by focusing on their distinctive needs and operating in their best interests. Our commitment to work/life integration, employee well-being and ongoing learning are key factors that contribute to our overall success.

For the sixth consecutive year, MD Financial Management has been recognized as one of the Achievers 50 Most Engaged Workplaces in North America. The annual award, given by Achievers—an industry-leading provider of employee recognition and engagement solutions—commends top employers that display leadership and innovation in engaging their workforces.

What You Will Do:

Reporting to the Team Lead, Functional Support, the Functional Support Analyst (FSA) responds to client support questions in a professional, courteous and prompt manner. You will work on problems of diverse scope that require the evaluation of a variety of factors and resolve the issues using application expertise and expert problem-solving skills.

Specific duties may include:

  • Independently researches and resolves client issues, including critical support requests and potential software defects
  • Investigate issues across the suite of Client Technology products, including third party software. Ensuring open collaborations with internal Product teams and external vendors
  • Identify and assist in the root cause analysis of reported issues to the Product development teams
  • Actively contribute known issues of products and workarounds to clients and the Product teams
  • Provide continual analysis on input to the Product teams to improve the user experience as it relates to the support of processes and procedures
  • Log defects into the defect management applications, including detailed documentation to support the defect submission process
  • Attend triage meetings, to provide input and analysis details for respective issues/defects, ensuring the user community requirements are communicated and effectively resolved in a timely manner
  • Make recommendations for priority setting and release content related to defects
  • Identify issues, challenges and risks to provide recommendations to the user community the Product teams
  • Accountable to adhere to the Incident, Problem, Defect Management and Functional Support processes defined
  • Accountable to be current on application release content, including new products and services to the Client Technology application suite

What you need:

  • A minimum of 2 years prior relevant experience, in both business and technology, ideally in a Financial Services firm
  • Experience in Functional support and problem solving is essential
  • ITIL Foundation Certification is an asset
  • Thorough knowledge / experience in one or more of the following areas:
    • Analysis and preparation of functional requirements
    • Identification of business requirements and evaluation of solutions to meet objectives
    • Knowledge of investment & security software systems and supporting business processes
  • 4+ years’ experience with demonstrated ability to clearly communicate complex technical concepts and ideas in business terms
  • University degree with demonstration of business aptitude &/or technical aptitude or relevant work experience

What You Bring:

  • Client focus orientation
  • Excellent listening, oral and written communication skills, in order to effectively interact with individuals across the organization and with external vendor teams
  • Delivery of successful client experience
  • Excellent problem solving, decision making and critical thinking skills
  • Excellent knowledge of the organization, it’s applications and experience with functions and related processes
  • Planning and organization
  • Ability to effectively manage multiple tasks
  • Self-organized and motivated

What Success Looks Like:

You are passionate about the MD value proposition and actively look to ensure your client’s ongoing satisfaction.

You take great pride in the effective and thorough working relationship you have developed with your team in the service of the client.

You are constantly learning.

You are technology savvy and endeavour to find new and exciting ways to use technology in the servicing of your client.

You feel rewarded and recognized in a way that inspires you to do your best work.

Apply now!