MPLOYR / Alberta

[full-time] Project Manager, Pandemic Preparedness at Metafore IT Solutions

2008-08-08 09:31:36

Location: Calgary
URL: http://vurvexpress.com

Description:

Our enterprise level public sector client has a 6 month contract opportunity for an Intermediate Project Manager to address the need for a system-wide pandemic response plan to ensure the continued safety of employees and clients.

The requirement is to develop a strategy for dealing with a pandemic, and provide a safe and caring environment. Pandemic planning experience and business analysis experience are both definite assets.

This project is a phased approach and requires a PM with strong PM and scheduling skills. Once the project schedule is completed, timelines and requirements of PM services may be re-assessed. Demonstrated expertise and success in public sector environments, contingency planning, and local, national and international pandemic planning guidelines is important.

General Position Description/Role:

Responsible for managing medium to large IT investment projects.

Responsible for development of project charters, project plans, business cases and other project management documentation within corporate parameters.

Responsible for monitoring, reporting and control of the assigned projects.

Responsible for successful project delivery and associated project closure activities.

Mandatory Requirements:

Minimum 5 years experience in managing IT projects.

Successfully managed (directly) at least 4 large (over $2 million) IT projects.

Ability to deliver clear and concise project documentation.

Ability to communicate with all levels of management verbally and in writing.

Project Management Professional (PMP) certification or equivalent.

Ability to work within predefined procedures and methodologies

Ability to function and succeed in politically charged environments

Building and nurturing of client and stakeholder relationships

Excellent communication and facilitation skills

This initial contract term may extend or be renewed. All candidates will be required to provide references and upon selection, will be required to provide a Police Security Check letter.

Apply at
http://careers.vurvexpress.com/JobProfile.cfm?szOrderID=517194&szWID=11026&szCID=49619&szSiteID=283

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[full-time] Manager - Online Customer Support & Communities: Intuit Inc. at Intuit Canada

2008-07-25 09:07:10

Location: Edmonton
URL: http://intuit.ca

Description:

Intuit Canada isn’t your average company. With products like QuickBooks® and QuickTax, we’re the #1 developer of retail financial software in Canada. But our employees don’t just make software – they create whole solutions to help revolutionize our customers’ lives. And we’re proud to say that our employees are up to the challenge. Are you? We’re always looking to add smart, motivated people to our team who want to grow with us and become leaders. Intuit Canada is consistently recognized as a top employer because we seek the best. In fact, Report on Business named us #9 on the 50 Best Employers in Canada list for 2008. Our casual work environment, emphasis on work-life balance and competitive rewards help set us apart from the rest. Founded in 1993, Intuit Canada’s state-of-the-art headquarters is in Edmonton, though our 350+ employees are spread across the country.

Lead a team of self-help and community specialists to deliver on Intuit Canada & UK’s online support strategy.

Responsibilities of the team include:

1) Communities:

• Provides input into the end-to-end community experience: Drive the customer experience requirements for all Intuit communities (online and in-product), providing roadmaps, guidance and consulting with internal and external partners as required.
• Community Management & Moderation:
—Seed the communities with content that will assist users
—Answer select user questions and engage customers with help & solutions (if others don’t within 48 hours)
—Moderate the community: Review posts & enforce the community/legal policy by editing/deleting posts in violation. Facilitate the forum experience by redirecting posts to the proper forum (promoting forum taxonomy). Maintain consistency in quality, tone and timing across forums.
• Nurture Power-Posters: Identify and develop key experts, ProAdvisors, and AllStars. Recruit, nurture, & reward key members of the community
• Train & Evangelize: Train and provide guidance for Agents or other Intuit employees involved in our communities
• Report: Provide timely and accurate monitoring and reporting of performance measures (e.g. posts, visits, answer rates, effectiveness, etc.).

2) Online Articles/FAQs:

• Localize & Update: Localize key articles developed within U.S. businesses and update current articles for new product launches
• Create: Develop new Articles based on unique Canada/UK requirements or based on in-season learning’s (e.g. # of calls on issues)
• Drive distributed content creation: Leverage Intuit employee and partner insights in the creation of articles (e.g. nurture an agent-authoring process in the creation of new content)
• Article Effectiveness: Drive key ‘Answer related’ priorities and metrics on the team, such as:
— Resolution rates
— Quality of the answers
— Find-ability of an answer

3) Support Site Content & New Media:

• Learn: Learn and develop domain knowledge in social media and web 2.0 technologies, to understand how Intuit Canada/UK can leverage these new technologies and thinking.
• Maintain Support Site: Update and maintain support-site content/media.
• Drive Experience requirements: Working with the web-experience and web-tech teams, drive supportability requirements (the “What” on our sites)
• New media/mediums: Investigate and create new online support media and resources (e.g. wikis, flash demos, captivate videos, templates podcasts, etc.)
• Search Optimization: Working with internal partners optimize our search tools (e.g. Baynote) to improve the find-ability of answers.

Other management responsibilities include:

• Excels at promoting and nurturing good customer relations (both internal and external) through coaching individuals and handling escalated situations
• Plans, directs, and evaluates work flow for team members. Ensures staff have appropriate resources to consistently address customer issues.
• Responsible for all aspects of performance management including, staffing decisions, goal setting, development planning, performance evaluations, performance improvement, motivation and recognition. Influences compensation and promotion decisions.
• Evaluates team and department level data and trends to drive improvements. Provides suggestions that impact business processes and balances needs of all stakeholders.
• Helps their team identify, and if needed, remove obstacles, then frames and escalates issues if they cannot be resolved quickly.

Qualifications:

• Strong knowledge of web technologies and online support/community practices.
• Expertise in utilizing key metrics to evaluate and recommend best practices for online support & communities.
• Experience being accountable for business impact of operations. Strong understanding of business implications resulting from process performance.
• Ability to build and motivate a team, set direction. Experience hiring, mentoring professionals, performance management, and career planning.
• Excellent people skills to interact with external and internal stakeholders. Ability to communicate effectively across levels from individual contributor to senior executive.
• Demonstrated ability to partner and collaborate across organizations and drive wide-reaching projects with big outcomes.
• Internally motivated, self-starter with ability to plan, organize and establish priorities to meet goals and achieve results.
• Must work well under pressure, handling multiple tasks. Handles conflict well.
• Confidence and ability to lead change

If you are interested in learning more about this opportunity, please visit our website at www.intuit.ca and Apply directly to Job Requisition #66223.

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[full-time] Support and Enablement Manager: Intuit Inc. at Intuit Canada

2008-07-25 09:05:14

Location: Edmonton
URL: http://intuit.ca

Description:

Overall management and accountability for a team of professionals responsible for:

1) Program Management: Overall management of the SBD service & support programs (Direct-to-Tech, Plan members support, activations, ICU, and customer service). This includes regular program health reporting/dashboards, performance management, and day-to-day operational requirements. Provides suggestions and drives improvements that impact business processes and balances needs of all stakeholders.

2) Partner Relationship Management: Manages the overall relationship with outsourced CP3 partners on behalf of the small business division. Includes working with U.S. sourcing teams on pricing/statement of work, managing partner performance, and implementing new programs as required.

3) Tier 3 Support: Manages a team of senior agents to handle SBD tier 3 (complex) customer escalations via call-backs or real-time (e.g. instant messenger support).

4) Training Development & Delivery: Development of front-line training curriculum and delivery of training to Intuit employees (e.g. ProAdvisor team) or partner employees (e.g. IBM Daksh). Training could be classroom/in-person or virtual, depending on requirements.

5) QA & Calibration: Quality Assurance and Calibration activities on assisted support contacts (email, chat, phone). Reviewing recorded contacts internally and with outsourced partners to align on the right customer experience and to provide coaching/feedback to agents.

6) General Management:
• Excels at promoting and nurturing good customer relations (both internal and external) through coaching individuals and handling escalated situations
• Plans, directs, and evaluates work flow for team members. Ensures staff have appropriate resources to consistently address customer issues.
• Responsible for all aspects of performance management including, staffing decisions, goal setting, development planning, performance evaluations, performance improvement, motivation and recognition. Influences compensation and promotion decisions.
• Helps their team identify, and if needed, remove obstacles, then frames and escalates issues if they cannot be resolved quickly.

Qualifications:

• Expertise in utilizing key metrics to evaluate and recommend best practices for work processes
• Experience being accountable for business impact of operations. Strong understanding of business implications resulting from process performance.
• Ability to build and motivate a team, set direction. Experience hiring, mentoring professionals, performance management, and career planning.
• Excellent people skills to interact with external and internal stakeholders. Ability to communicate effectively across levels from individual contributor to senior executive.
• Demonstrated ability to partner and collaborate across organizations and drive wide-reaching projects with big outcomes.
• Internally motivated, self-starter with ability to plan, organize and establish priorities to meet goals and achieve results.
• Must work well under pressure, handling multiple tasks. Handles conflict well.
• Confidence and ability to lead change

If you are interested in learning more about this opportunity, please visit our website at www.intuit.ca and Apply directly to Job Requisition #66224.

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