Canada onlyWhy you’ll love working here:
high-performance, people-focused culture
our commitment that equity, diversity, and inclusion are fundamental to our work environment and business success, which helps employees feel valued and empowered to be their authentic selves
learning and development initiatives, including workshops, Speaker Series events and access to LinkedIn Learning, that support employees’ career growth
membership in HOOPP’s world class defined benefit pension plan, which can serve as an important part of your retirement security
competitive, 100% company-paid extended health and dental benefits for permanent employees, including coverage supporting our team's diversity and mental health (e.g., gender affirmation, fertility and drug treatment, psychological support benefits of $2,500 per year, and newly extended maternity/parental leave top of 26 weeks)
optional post-retirement health and dental benefits subsidized at 50%
yoga classes, meditation workshops, nutritional consultations, and wellness seminars
access to an annual wellness reimbursement program for health and wellness-related expenses for permanent and temporary employees
the opportunity to make a difference and help take care of those who care for us, by providing a financially secure retirement for Ontario healthcare workers
You are:
Collaborative, openly sharing knowledge and experience to benefit your team.
A change leader who helps their team find creative solutions to problems.
A self-starter, taking accountability to own solutions and projects.
You have a passion for:
Excellent customer service.
Improving the daily technology experience for your clients.
Creative and innovative problem solving.
Self-directed learning.
Process improvement.
Why you will love working with CSG:
We are a valued part of the IT division that is foundational to HOOPP’s daily operations.
We ensure the organization leverages the most effective cloud-based technology and software to allow cross-team collaboration while working in the office or remotely.
We are responsible for supporting HOOPP’sdivisions with strategic, configurable, and innovative solutions to solve business issues and enhance operational efficiencies.
We are a hybrid work force, with our teams working remotely and onsite.
Our efficiency, focus and hard work is complimented with a social and enthusiastic attitude.
We are a diverse group of people and that is one of our greatest strengths. We are animal lovers, golfers, mountain bikers, hikers, amateur chefs and foodies, parents and game board enthusiasts. We are collegial and enjoy each other’s company. We push each other to be our best selves and we can’t wait to expand our work family.
Why you’ll love working at HOOPP:
Help us deliver on our pension promise – You’ll be helping take care of 400,000 Ontario healthcare workers, who take care of us every day. At HOOPP, we have one goal and that is to provide our members with a secure retirement income for life.
Be part of a high-performance culture that reflects our core values and celebrates diversity and inclusion – Our core values: professional, accountable, compassionate, collaborative and trustworthy, unite our employees and drive how we approach our work. We embrace equity and diversity and foster an inclusive environment so all our employees can thrive.
Fun! Work hard and play hard. Our teams are passionate about what they do and the impact they’re making – and we work hard for it. We also know how to let loose and have fun!
Robust benefits package for your overall well-being – You will have access to our world-class defined benefit pension, 100% company-paid extended health and dental benefits, annual wellness program for reimbursement of health and wellness related expenses, and virtual fitness, yoga and meditation classes.
What you will do:
Operational Support:
Provide onsite support during regular business hours at our 1 York office.
Support clients by providing timely responses to a variety of end user technology questions.
Triage incoming incidents and perform in depth troubleshooting.
Capture and document all relevant information within ServiceNow and Azure DevOps, including requirements, troubleshooting and resolution information.
Partner with other IT teams, specialists and vendors as appropriate.
Contribute to and maintain up to date information in team knowledge base.
Support and maintaina variety of end user hardware devices.
Facilitate and deliver standardized requests for hardware and access.
Support employee onboarding and departure processes.
Support audit requests and remediation tasks.
Ensure adherence to Access Control Policy including approvals and process guidance.
Participate in the off-hours on-call rotation.
Initiatives:
Engage clients to understand their unique business perspective and service needs.
Consult with clients and gather requirements on non-standard service requests.
Research and implement non-standard requests for hardware and individual client needs.
Participate in IT and Business initiatives to ensure a high-quality end user support experience through planning and implementation.
Continuous Improvement:
Form relationships with clients and IT colleagues to facilitate high-value support interactions.
Leverage knowledge of existing technology systems to provide creative solutions within the current offerings.
Identify gaps and inefficiencies and work with the team to implement changes and solutions.
Identify and design Service Desk process improvements.
Participate in and lead internal team training and knowledge transfer sessions.
Contribute to all team ceremonies including daily standups, project planning, team retrospectives & team healthactivities.
Technologies Supported:
Operating systems: Windows 10, iOS, macOS
Active Directory User, Computer and Group Administration
Office 365 Productivity Applications and Administrative Tools
Intune Mobile Device Management
Azure Virtual Machines
RSA Secure Token
Microsoft Authenticator
Service Now Ticket management and reporting
SCCM Computer Management and Administration
Corporate Telephony Solutions
Printers and print servers
Who you are:
University or Collegeeducation and/or a combination of equivalent training, education, and experience in Information Technology.
Minimum 10 years of IT service desk experience.
Proven track record of collaborative partnerships with stakeholders.
Excellent customer service, ability to de-escalate and identifyvaluable solutions for clients.
Proven ability to support ExT and other high-profile clients.
Strong verbal and written communication skills; ability to perform company-wide communications and
Strong analytical and problem-solving skills.
Strong ability to provide technical mentorship to team members through collaboration and knowledge sharing.
Training in ITIL, KCS, COBIT and other ITSM techniques and frameworks is an asset.
Training or experience with Agile/Scrum, Kanban, LEAN or other work management and process optimization techniques is an asset.
Experience with ServiceNow or other workflow automation products is an asset.
Familiarity and experience with Agile\Scrum practices is an asset.
Notice for job applicants
Following the advice of Canadian health authorities, to mitigate the risk of potential spread of COVID-19 and support social distancing, all recruiting activities including interviews and new hire onboarding will be conducted online. While we are doing our best to ensure reasonable response times, please expect some delays during the recruiting process due to the current situation. Thank you for your patience and understanding during these challenging times.
For additional information on our adjusted recruitment process, please email us at [email protected].
About HOOPP
Established in 1960, the Healthcare of Ontario Pension Plan (HOOPP) is a multi-employer defined benefit pension plan for Ontario's hospital and community-based healthcare sector. We serve more than 400,000 members who provide valued healthcare services at more than 610 employers across the province. At HOOPP, we exist to provide a stable and reliable pension for our members that starts in retirement and is paid for life. As one of Canada's largest and most respected pension plans, HOOPP's net assets reached $104 billion at the end of 2020 and our funded status remained strong and stable at 119%.
HOOPP's core values - professional, accountable, collaborative, compassionate and trustworthy - guide our every interaction with our members, employers and employees. We've become one of Canada's leading pension plans by consistently challenging ourselves and embracing innovation.
From our unique investment management approach to our innovative technology and thought-provoking research, we constantly seek to push the boundaries, and we do this by hiring passionate, forward-thinking people.
Our high-performance culture is founded on collaboration, respect and belonging. HOOPP is an equal opportunity employer and we're proud of our diversity. We select applicants for employment solely since their qualifications. Should you require accommodation because of a disability during the recruitment and selection process, please contact our Human Resources team. We will be happy to consult with you so that arrangements can be made for reasonable accommodation.
