EXECUTION AND OPERATIONAL EXCELLENCE:
Use pre-defined procedures to ensure requests for user access and permissions are assigned to the correct fulfillment groups; ensure timely follow-up and closure of access requests
Gather all required information prior to distributing service requests to analysts for processing
Investigate urgent issues and escalate requests accordingly ensuring a valid business reason is provided
Participate in meetings with support partners for changes to process and procedures and manage the knowledge base accordingly.
Log work activities in Service Manager and store all email communication in Outlook work folders in a logical, orderly manner that is easily accessible by all team members for the purpose of historical or audit investigation, and during absenteeism
Identify, introduce, and implement opportunities to streamline processes.
Ensure processes are accurate and current by reporting on gaps and informing team members, leads and Management of changes or update to processes; ensure appropriate updates are made to associated documentation
Work to build strong relationships within own team.
Demonstrates understanding of colleagues’ roles and responsibilities, and impact of own work on others.
Provide constructive feedback and suggestions to better the overall performance of our team.
Assists with My Marketplace automation for existing manual processes.
Perform own job responsibilities with commitment to quality and customer satisfaction - doing what's right, for the team, for the enterprise.
Demonstrates personal confidence, expertise and authority within own work group.
Responsible for ordering against the Capital Budget for Sundry Equipment using SAP.
Responsible for the monitoring and processing of service requests across multiple platforms
Ensure proper documentation is gathered and updated on a daily basis for knowledge base.
Ensures problems are quickly identified through review, and engage appropriate operations/support personnel to resolve in a timely manner while providing the highest possible level of service to clients
Reviews all errors with management and recommends permanent solutions to avoid a reoccurrence and identify the potential impact to the bank.
Identification & documentation of escalations/gaps/trends to reduce problem re-occurrences
Work with members of the team to drive solutions to open problems
Submit and process access requests for multiple domains, platforms and applications across the RBC enterprise
Follow documented administrative processes to meet customer requirements
Participate in change activity for the team.
TRANSITION PLANNING & SUPPORT:
Support and execute on Service Transition activities on small/Large initiatives with direction as a member of the team in support of existing team goals/objectives.
INFORMATION SECURITY MANAGEMENT:
Identify and Report security risks in accordance to compliance
PROJECTS AND INITIATIVES:
Assist in projects/investigations as assigned – My Marketplace onboarding
Assist with solution implementation for escalations- coordinate with Support teams
For more than 20 years, York Solutions has been singularly focused on delivering value to its clients in the form of IT contract resource selection, deployment, and management.
Our mission is to provide creative, cutting-edge IT solutions to help companies achieve business, technology, and operational goals and objectives. We believe strongly in creating a true partnership approach with our clients and consultants that fosters a long-term, trust-based relationship.
York is committed to providing high-level service and value to our clients and consultants. In that vein, York Solutions has developed a peer-to-peer professional development association called “Think IT” that we are often told by members, is “second to none.” This association consists of well over 2,400 members in 7 different groups from the local IT leadership and technical community within the Twin Cities, as well as over 650 members in Chicago.
In addition to monthly group meetings encompassing all aspects of IT technical and leadership principles, members of Think IT Association are able to participate in a comprehensive mentorship program for all IT resources, from the highly technical to the most senior leadership talent. This program is designed to assist all levels of IT professionals in achieving their career goals.
York is committed to putting our clients and consultants first at all times. It is for that reason and that reason alone that we are considered as trusted advisors to both parties!