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Functional Analyst (Help Desk)

Edmonton, Alberta
Entry Level, Early Career
Job Description

IBM Global Business Services: Join a Leader. Consult with us.

As a Solution Centre Analyst for an ERP application supporting Finance and Human Resources, you will respond to client inquiries as the first point of contact in resolving client issues while adhering to service level requirements.

Your responsibilities include answering the telephone, logging tickets in an internal Help Desk reporting system, analyzing and resolving the problem or escalating it to the Application Support team. Analysis may include the use of query tools, testing, and review of documentation.

You may assist in providing trend analysis of issues logged, identify user training items or system deficiencies, as well as writing client communication. You may also have the opportunity to prepare documentation of solutions to problems.

As a Special Terms Employee (STE) with IBM Global Services in Canada, you'll be aligned to innovative project assignments, working with IBM colleagues and clients, leveraging your experience and specialized capabilities. You'll have an opportunity to cultivate your expertise, use your knowledge to the fullest extent and work with the best and brightest in the industry. The STE employment category enables IBM Canada to obtain specific skills quickly and for an unspecified period of time, driven by client requirements and project priorities. Explore how working at IBM aligns with your career aspirations and goals by reaching out to IBM Recruiters.

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"This position is open to those with Canadian Permanent Resident or Canadian citizenship status"

Required Technical and Professional Expertise:

  • Excellent interpersonal, writing and verbal communication skills.
  • Strong customer focus, analytical, interpretive and problem-solving skills.
  • Solid organizational and documentation skills are mandatory, along with teamwork and collaboration.
  • You are highly motivated and enjoy learning.
  • Fluency in English

Preferred Technical and Professional Experience:

  • Previous Help Desk experience and use of Microsoft Office applications (e.g. Excel, Word, Powerpoint).
  • Understanding of financial processing, human resources, and/or payroll would be as asset.
  • Knowledge or experience with Peoplesoft would be an asset.

Eligibility Requirements:

"This position is open to those with Canadian Permanent Resident or Canadian citizenship status"

EO Statement:

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.