Specialist - IT Product Support

Toronto, ON

Contract to hire: Yes if it is a good fit

Hours: 8:00-5:00; Flexible based on business needs

Does this role support Federal Contracts: No

Remote or Onsite: Onsite 3 days a week; 2 days remote (Wednesday's in office)

Equipment: Pick up or ship: Ship

Interview process: 2 interviews

Ideal start date: ASAP

Education: Bachelors Degree Preferred

Experience: 5 years' experience

Additional Details

Experience with Legal and Compliance applications would be very helpful

Manage applications and work with vendors

Manage priorities

SME for the applications they are responsible for

1-2 Big applications in portfolio with a few smaller applications

Relationship building

Understanding Intergrations (Not looking for a coder)

Business Process Documentation - User guides are updated

Basic understanding of Project Management and how it works

Any Industry

Recgonize if there is an issue and which resources to leverage

Not looking for a Tier 1 person

Candidate cannot be too Technical

Not a candidate who has done Microsoft or Hardware experience

Software experience - understand and bridge the gap between the technical and functional

Facing off with the Vendor

What are the applications to be supported?

Lexus Nexus - Bridger *Nice to have

Wolters Kluwer - Passport *Nice to have

Soft Skill requirements (team fit/personality requirements)

Robust Communication Skills

Stakeholder/Management Skills

Ability to work and manage constantly changing competing priorities

Confidence in those areas of expertise

Support Specialist In this role you'll be responsible for helping to support the legal and compliance group specifically with the tools and services they utilize to support their program. The legal and compliance group is a global group responsible for supporting the Client McLennan businesses.





- You will be providing day-to-day vendor and system management for applications including management of upgrades, troubleshooting of bugs, minor functionality changes, level 2 user support, security and access management
- Develop, deliver, and evaluate training materials; supplement materials when necessary build and maintain business requirements repository
- Maintain an end-to-end view of Business Processes. Ensure product documentation including user guides and product information are maintained and up to date.
- Continually seek opportunities to increase customer satisfaction and deepen stakeholder relationships.
- Identifies issues and potential solutions to continually improve our applications.
- Assist in unit testing and performance testing for future modernization of legal & compliance applications.
- Communicate effectively with stakeholders to identify needs and evaluate alternative business solutions, delivers informative, well-organized presentations.

Qualifications

- Ability to communicate clearly and effectively, verbally and in writing to technical and non-technical audiences.
- Bachelor's degree in a related field; or equivalent combination of education and experience.
- 5+ years' experience as a full time support analyst in a technical team.
- Knowledge and experience of legal & compliance concepts, standards and best practices strongly preferred.
- Excellent trouble-shooting, research and information gathering skills – able to analyze and solve problems. Ability to accurately identify and document the issues.
- Self-sufficient - takes independent action and goes beyond what the job or situation requires.
- Results oriented – strives to achieve high levels of individual and organizational performance.
- Ability to work in a distributed team environment.

Technical Skills

- Experience with supporting system integrations.
- Some experience with legal & compliance software solutions a plus but not required.
- Proficiency with Microsoft Office applications.
- Experience with collaboration tools such as JIRA.

📌 Specialist - IT Product Support (Toronto)
🏢 Axelon Services
📍 Toronto