As an ongoing Client Support analyst, you will provide frontline support for pension plan administration software, conduct root cause analysis, manage service requests, and perform testing while ensuring high-quality service and adherence to SLAs.

• Provide direct support for general and functional questions to end users in the efficient administration of pension plans with the use of the Life Works software
• Contribute to root cause analysis related to requests for changes to software or internal processes
• Perform regular follow-ups with the different support teams involved in root cause analysis and functional support to make sure the service level agreements are respected
• Document requirements and provide expected results to the different support teams for investigation
• Perform unit testing and validate regression testing results related to software updates
• Use the appropriate tools or software to assign requests to support teams, track or follow up on requests
• Manage assigned tasks effectively to completion in order to meet high level of service

• University degree in computer science, mathematics or any other related discipline
• A minimum of 2 years of relevant experience
• Excellent written and oral communication in English
• Flexible and able to work with tight deadlines
• Excellent team spirit
• High level of attention to detail, initiative and organizational skills
• Some travel may be necessary