Verto Health

What drives you?

Are you passionate about driving projects, and supporting team deliverables, and do you feel pride when you see something through to the end? Are you customer-focused, results-driven, and able to present your findings to cross-functional team members?

What to expect

As an IT Business Analyst (Co-Op) in the Technical Operations team reporting to the Interim Manager, Global Customer Support, you will play a key role in establishing that the Customer Support operations and processes can deliver their strategic goals of providing excellent customer experience. You will help to grow the team by performing requirements analysis, managing reporting & internal processes, stakeholder management & communications, and managing use & change to operational systems.

You will have the opportunity to see and apply the academic and theoretical concepts to analyze, support, implement, and maintain procedures and processes to promote excellence in IT service management. You will provide value across the organization by enabling cross-functional teams across Technical Operations, Customer Success, Product, Data, and Development to do their best work and connect strategy to action to outcomes. 

Your main responsibilities will include:

  • Establish and consistently report on key weekly performance metrics for the Technical Operations team
  • Proactively identify process gaps impacting customer support by leveraging key indicators and flagging communication/process barriers preventing collection and analysis of data
  • Analyze internal team needs and help guide and recommend on how we can improve our IT service management processes
  • Create clear and concise reports week-to-week that summarize findings and propose process improvements that promote excellence in customer experience
  • Understand our strategic roadmap and think of creative ways to monitor our team’s progress and activities to meet strategic targets
  • Participate in research and requirements gathering of new tool and solutions we can leverage as a team to support knowledge management
  • Flex into your data/development skills 

Qualifications

  • 1-2 co-op terms with experience working in operations or project team role, coordinating and supporting core functions within IT, Product, Development, and/or Operations
  • 1-2 co-op terms with experience bringing service and value to technical teams day-to-day operations in an agile environment
  • Prior experience extracting metrics from service management tools
  • Experience with a programming language such as Ruby or Python would be an asset

To apply for this job please visit vertohealth.applytojob.com.