Job Summary:In this role, the right candidate will work as part of a support delivery team, analyzing and gathering requirements, enhancing configuration, training, improving business processes, and ensuring overall client satisfaction. As a liaison between our pension clients and our programing team, we are looking for individuals with the ability to work independently and collaboratively towards delivering effective and quality solutions that meet our client's business needs.
You will have experience and working knowledge of Pension and Benefits, specifically Canadian Defined Benefit and or Defined Contribution pension plans. If you have past experience with pension plans and or a background in Actuarial Sciences, we want to hear from you.
Duties and Responsibilities:- Responsible for analyzing customer requirements and the analysis of information/data.
- Responsible for understanding the pension business needs of the client and identifying how best to meet those needs. This includes working with the business and the technology areas to gather requirements for development and management.
- The role leads the effort to analyze, validate and document the business and system requirements.
- Acts as a bridge between the business and the IT groups, and is accountable for a technology solution that supports the business request or opportunity and is based on the enterprise architecture.
- Assists in designing, modifying and creating business processes that will be used to implement the business transformation solutions. This is done through research and fact-finding combined with a basic understanding of applicable business processes, systems, and industry requirements.
- Provides input to improve overall efficiency and processes.
Client Management - Maintain a high level of client relationship management. Act as liaison between clients, other service providers and programmers to further develop and foster the client relationship.
- Provide daily support to clients during system development and implementation, including telephone support / contact for clients.
- Participate in regular client status meetings including assisting with status reports, meeting notes, etc as determined by client's needs.
- Manage multiple clients and tasks and prioritize work as required.
- Send correspondence to clients.
- Participate in upgrade or new implementation projects from beginning to end or parts of a major project. This will include estimating and quoting work in conjunction with Programmers.
- Participate in sessions with client to collect business requirements (JAD).
- Provide client training.
Business Analysis/Documentation - Analyze complex business and pension requirements, user requests for system modifications / enhancements or error corrections; propose possible solutions for review by Senior team member, and document solutions in functional specifications in conjunction with programmers.
- Analyze plan documents and prepare and/or peer review specifications.
- Draft release notes and update delivery documents. Assist with monthly support and maintenance updates if required.
- Follow CPAS standard practices and procedures in selecting methods and techniques for obtaining solutions and meeting deliverables.
- Setup client and plan rules in CPAS v5 products with support
Quality Assurance - Ensure the system meets legislative compliance and accuracy standards. Formulate quality assurance standards / programs for client installations.
- Document and maintain problem logs.
- Write comprehensive test plans as needed for upgrades / changes.
- Test template application, custom work, defect fixes etc providing QA of the system.
- Enter, update defects in the CPAS Quality system
Organizational Responsibilities - Demonstrate a financial accountability to up sell and encourage clients to configure additional CPAS functions.
- Contribute to the client invoicing process through timely, accurate and detailed tracking in the CPAS Quality system.
Education and Experience: - A minimum of 5-7 years Canadian pension or benefit related experience.
- A minimum of 5-7 years systems analyst experience.
- University degree or equivalent
- Designation or extensive experience / knowledge of the following:
- Pension plan administration (DB and/or DC) (e.g. PPAC or CEBS course - Pension Plans & Other Retirement Income
- Programs)
- Business Analyst Certification
Knowledge and Skills and Abilities: - Exposure to systems / application development.
- Client Management Skills
- Leadership / Management
- Travel will be required
- Excellent written and verbal communication skills.
- Highly motivated
- Team player
- Enthusiastic and high level of creative energy.
- Excellent interpersonal, facilitation/presentation and negotiation skills.
- Advanced organizational, analytical and problem solving skills
- Able to prioritize work, meet deadlines and perform well under pressure.
- High integrity and commitment to quality.
- Adaptive to changing situations.
- Deals with ambiguity efficiently and makes sound decisions.
- Demonstrates leadership through: challenging others to develop as leaders while serving as a role model; proactively initiates, develops, and maintains effective working relationships with team members; generates enthusiasm among team members.
- Takes initiative and seeks responsibility.
- Demonstrates personal accountability / commitment for clients, projects, tasks and responsibilities.
Work Environment:- Office setting with a moderate noise level.
- The employee will work at an individual workstation, using a telephone and computer.
Physical Demands:- Must be able to remain in a stationary position for most of the day.
- Constantly operates a computer
- The person in this position frequently communicates via telephone/teams/email
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