Client Services Analyst

Our client, with head offices in Richmond, BC,  works with world-class companies in every industry including energy and commodities.   They offer a unique corporate culture and great work environment, including transitioning to remote work temporarily, where possible. It is a fully remote role for now and likely will stay that way for another 6 months.

• Oversees and coordinates all aspects of Client Service Delivery Management Contractual Services and manages several key clients including acting as the primary point of contact
• Provides strong liaising with internal colleagues to ensure all services and requests consistently meet the clients’ requirements
• Oversees critical task management during the onboarding of Managed and Hosted clients, from initial implementation / project stage to live operational environment; Initiates and oversees the decommissioning of clients
• Hosts scheduled service delivery review meetings with the clients, showing active issue progress and reviewing overall performance
• Oversees the open tickets and provides support to help meeting the service level agreements and escalates, if required
• Understands the client’s business use case of the product and can make recommendations for improvements
• Assists the Business Services department with creating a roadmap of the company’s products and services to support the clients’ user adoption
• Maintains accurate records and details of all assigned clients, including all interactions with the company via CRM / Confluence / Ivanti / Fusion / Jira tools
• Client coordination and internal communication planning for action items such as scheduled outage notifications, application changes, upgrades, patch releases, etc.
• Provides intermediate level usage training on the products to clients when requested

• Bachelor’s or Master’s degree / Diploma in Information Systems, Business, Commerce, Economics, Mathematics, Science, Computer Science, or other related field, or equivalent work experience
• 3-5 years of experience in a technical client-facing role preferred
• Experience of directly working with the clients to formulate solutions / requirements and building relationships with the clients to improve the services
• Service Oriented Architecture certification / experience is preferred
• Demonstrated ability of working with various IT teams, business, and project groups to solve client issues
• Working knowledge of ISO / ITIL / COPC standards is preferred
• Excellent communication (verbal and written) and presentation skills required
• Proficiency in MS Office, especially Presentation and Excel applications