Candidate will be responsible for the delivery of training and support to end users in Montreal & Quebec City in both French and English for a large insurance brokerage environment with primary responsibilities of training for the Applied Systems Brokerage Management Software - EPIC, as well as co-ordinating and delivering extensive training to all internal staff. The candidate will also be responsible for troubleshooting, providing contact and problem resolution for all users in their EPIC software and application problems and they will research and resolve as many user reported problems as expertise permits by using available tools and following procedures and policies for the handling of support cases to all internal customers.
Duties and Responsibilities
Deliver training sessions / workshops while establishing and maintaining instructor credibility by managing the learning environment and maintaining interest.
Assist in the development of training documentation including updates to the training/user manuals; evaluate and amend course materials and methodologies to ensure they meet the learner’s needs.
Training content dealt with by the trainer is procedural and the trainer must ensure that the learners are able to follow processes and workflows in EPIC - this may require the trainer to overcome “resistance to learning” that results from things such as anxiety, lack of motivation or resistance to change etc.
The trainer contributes to the team or departmental goals by providing guidance, instruction and/or training to others.
The candidate will follow a clear procedure for auditing use of EPIC based on training components delivered to look for deviations where further education is required to produce successful usage results
Provide expert and creative solutions to user problems - research, resolve and respond to inquiries based on available information.
Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
Act as a liaison between IT and internal staff to assure accurate problem interpretation. Maintain communications with staff during the problem resolution process.
Demonstrate effective communication skills, presentation skills, question and answer skills and techniques.
Provide positive feedback and motivation. Respond appropriately to learners needs for clarifications or feedback.
Observe and report employee progress and additional requirements for effective system useage.
Responsible for entering problems into a tracking system, resolving and closing calls. Document all pertinent end user identification information including name, department, contact information and nature of the problem.
Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Create and deploy feedback mechanisms for end users and analyze results, make recommendations for support process improvements and implement changes.
Field incoming problems from end users to resolve application and software issues within servers, databases, and other applicable IT systems.
Prioritize, schedule, and administer all instances where enhancements and defect resolutions are required.
Education and Experience
In-depth, hands-on knowledge of and experience with, Applied System’s Brokerage Management System EPIC
Ability to develop and interpret technical documentation for training and end user procedures. – Education to be provided where required
Experience in the Insurance Industry is preferred.
Good working knowledge of MS-Word and other Microsoft products.
College diploma or university degree and/or 3 years equivalent work experience.
Ability to work on projects and project deliverables as assigned.
Highly developed interpersonal, communication, organizational and time-management skills.
Highly developed analytical and problem solving skills.
A team player able to communicate effectively with a national team.
Excellent multi-tasking skills with the ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to work independently, follow instructions with minimal supervision and take initiative.
Ability to set own priorities while maintaining flexibility.
Proven experience with troubleshooting principles, methodologies, and resolution techniques.
Good understanding of the organization's goals and object.
Highly self motivated and directed.
Ability to absorb new ideas and concepts quickly.
Ability to present ideas in business-friendly and user-friendly language.
Excellent written, oral, interpersonal, and presentational skills.
Experience working in a team-oriented, collaborative environment.
Travel, including overnight, between BFL offices in Canada as required.
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, mouse and to handle other computer components.
Bilingual French and English is required.