Business Technical Specialist - (Operations Support / Relationship Management / SLAs/ Project Planning) Business Technical Specialist - (Operations  …

Bank of Montreal
in Toronto, ON, Canada
Permanent, Full time
Be the first to apply
Bank of Montreal
in Toronto, ON, Canada
Permanent, Full time
Be the first to apply
Business Technical Specialist - (Operations Support / Relationship Management / SLAs/ Project Planning)
The Business Technology Specialist (BTS) is an expert and focal point for knowledge of Premier Support and Field Services operations.The Business Technical Specialist is recognized as a specialist and is accountable for demonstrating a high level of deskside support expertise; he or she acts as a Subject Matter Expert in the delivery of Premier Support and Field Services throughout US or Canadian-based office towers. The BTS collaborates with the supplier to deliver the full spectrum of Premier Support/Field Services functions with a keen eye to customer experience.

Request Resolution
• Measures SLA from a BMO view, monitors vendor volume and SLA results
• Review daily incident reporting and identify discrepancies or trends for ticket creation and quality
• Collaboratively reviews request trends in order to proactively consider volumes and request types

Large IMACD / Project Intake Assessment
• Reviews costing requests and provides work effort to be submitted to CompuCom for costing
• Participate in Project planning (CRE and others)
• Represents the service in Project meetings
• Track & matches: Intake requirement vs Quote vs real work effort. Relate back to billing / invoices
• Identify discrepancies

• Reports into the Relationship Manager
• Works with RM to ensure day to day service is maintained at SLA levels
• Maintain existing relationships with the business
• Considered a Subject Matter Expert for most if not all request types
• Identifies process gaps and develops or enhance new processes
• Ensure technical staff have right level of access to do the work
• Submit required requests to correct
• Create and assign occasional tickets for requests outside our normal day-to-day
• Identify potential training requirement

• Possesses Computer Science degree or equivalent, and/or 5+ years of experience in the IT environment
• Maintains a broad/diverse working knowledge of the Technology and Operations organization and its processes
• Possesses expert knowledge of the IT technology infrastructure (supported platforms, operating systems, middleware and network components) and common processes utilized for each
• Quickly assimilates business process knowledge and effectively translates into meaningful terms for technical teams
• Displays solid LOB specific business and advanced knowledge of related EI technology industry, products and processes
• Exhibits solid knowledge of Enterprise technology standards and guidelines

• Extensive relationship management
• Displays developed facilitation skills and business communication
• Exceptional Service orientation in understanding organization and client needs
• Self-motivated, and goal oriented
• Maintains an awareness of regulatory, audit and security policies and requirements
• Commands respect and trust
• Is effective with all levels, internal and external, to the organization
• Is comfortable in both business and technical discussions

LOCATION: First Canadian Place Building, 100 King St.

We're here to help

At BMO we have a shared purpose; we put the customer at the centre of everything we do - helping people is in our DNA. For 200 years we have thought about the future-the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we're changing the way people think about a bank.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers. We'll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we'll help you gain valuable experience, and broaden your skillset.

To find out more visit us at

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other's differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.