Company Description:

MCIS Language Solutions is a not-for-profit social enterprise providing language interpretation, translation, transcription, skills testing and training services. We have over 5,000 language professionals on our roster, and serve over 800 customers in 300+ languages. We are committed to our vision of connecting people globally through language. This is your opportunity to add value to a fast-growing organization with a productive work culture.
 
VISION | To connect people globally through languages.
 
MISSION | To improve access to critical information and services through high quality language solutions.
 
VALUES | Respect, Quality, Collaboration, Accountability and Learning
 
Reporting directly to the Director of IT & Internal Operations, this role will assist the IT and Internal Operations (IO) team with the planning, evaluation, creation and implementation of internal and external technology solutions to support MCIS’ business needs. This role has special focus on Cloud-based solutions, providing direct technical support to internal and external stakeholders for new and existing solutions, escalating to technology partners and vendors, if needed and assisting with the creation of documentation and delivery of training to internal and external users on how to use our technology solutions.
 
This is a full-time permanent role.
 
DUTIES AND RESPONSIBILITIES
The Cloud Support Analyst role is comprised of the main activities as follows:
 
Project Implementation Support

• Assist the Director of IT & Internal Operations with the exploration of new ideas / technologies that can be implemented at MCIS to ensure we operate efficiently and provide input / recommendations to help outline and operationalize MCIS technology strategy;
• Participate in customer implementation kick-offs and requirement gathering sessions as requested;
• Provide solution analysis and configuration plans, aligning client specific-requirements with project scope;
• Work with direct supervisor to update clients on project plans, milestones, and tasks;
• Provide regular status updates to Director of IT & Internal Operations on implementation deliverables and milestones;
• Engage with external vendors if technology solutions are provided by external technology partners as direct supervisor sees fit; and
• Support the Director of IT & Internal Operations in the planning, creation and execution of all business process improvements by conducting research, vendor analysis, vendor engagement, performance testing and creation of plans to operationalize solutions.

 
Ongoing Maintenance, Training and Support on Business Solutions

• Achieve proficiency and become a subject matter expert with the use of MCIS cloud / on-premise platforms used for service delivery;
• For selected systems, perform on-going data import of operational/financial data, conduct verification processes and report progress to final users upon completion; 
• Assist clients (internal and external) with troubleshooting and issue resolution with a focus on customer service;
• Participate in the creation, implementation, and maintenance of training materials; and
• Participate in the creation and delivery of training sessions with internal and external users as needed.

 
Overall technology support

• Work in collaboration with other IT and IO staff members to make sure technology is used to its full potential and help them to identify possible ways to streamline processes.

 
Any other duties that are assigned that are reasonably within the scope of this position.
 
EDUCATION & EXPERIENCE
The Cloud Support Analyst must have an undergraduate degree in computer sciences or a related discipline, or a combination of experience and training. Training related to technology, and Cloud based environments may be required.
The Cloud Support Analyst will have 2+ years of working experience in Implementation, User Adoption, Software development, technical support on business solutions and/or Business Analysis, preferably, for service delivery organizations.
 
REQUIRED SKILLS AND QUALIFICATIONS
Additional education or training as outlined below will be an asset:

 

• Experience working with multi-level technical/business support processes and associated tools;
• Advanced knowledge and proven experience on relational database management systems such as SQL server, MySQL, MS Access, etc.;
• Advanced knowledge and proven experience on data management, data migration and reporting tools such as SSRS, SSAS, etc.;
• Basic knowledge on project management principles for implementation of business solutions for service delivery organizations;
• Experience with software in a SaaS / Cloud computing environments;
• Experience with CRM / ERP solutions for service delivery organizations;
• Knowledge on programming using various software development platforms / solutions / languages and willing to acquire new knowledge as needed;
• Proven track record of building relationships with stakeholders, vendors and peers;
• Strong analytical and problem-solving skills; and
• Excellent verbal and written communication skills in English. French is an asset although not mandatory.