Service Desk Communications Analyst

Your Opportunity

Celero is seeking a full-time, communications professional to join our Service Desk communications team to deliver key internal and external communications initiatives that clearly articulate and promote Celero's mission, core values and the benefits of our solutions, services, and organizational culture. We are seeking adaptable, self-motivated, and passionate individuals who are committed to providing superior customer service.

The Service Desk Communications Analyst will be a key contributor to delivering on the daily communications and support needs of the organization, ensuring messaging aligns with and furthers the organization's business strategy. The position requires an individual with strong writing, editing and verbal skills, as well as the ability to lead, adapt, collaborate with others, and develop creative, strategic solutions for communications issues.

A Day in the Life

The Successful Candidate Will

• Contribute to an IT knowledge databaseby maintaining high quality, up-to-date, and searchable content for audiences of varying skill level
• Provide support to the Service Desk Communications, Team Lead on key organizational initiatives and opportunities
• Consult with and coordinate activities of team members that you may have no direct authority over
• Manage and update the Service Desk communications support documentation to ensure it reflects Celero's current policies and practices
• Process and prioritize a high volume of work with accuracy and efficiency
• Drive a high-standard for communications practices and improve the quality of communications across the organization
• Participate in the Major Case Management process; providing external outage notifications and communicating root cause findings
• Provide after-hours communications support on a rotational schedule
• Establish writing guidelines based on knowledge base best practices and ensure we are achieving or surpassing them
• Act as a liaison and communications partner to our Communications & Corporate Strategy team

Your Resume

• Ability to collaborate, negotiate and influence communications excellence under tight-timelines
• Experience with IT knowledge management and crisis communications processes
• Confident working in a fast-paced, complex environment and ability to pivot to high-priority tasks quickly and effectively, while maintaining attention to detail
• Degree or diploma in communications, public relations, or a related field
• Ability to provide constructive feedback, edits, and communications guidance to others across the organization
• Experience using an IT Service Management or ticketing system to manage requests; working experience with Service Now will be considered an asset
• Excellent writing and editing skills; strong capability to simplify and articulate complex topics
• 2+ years' experience in increasingly progressive communications-oriented roles; experience in financial services or technology is an asset
• SharePoint and SMS messaging tool experience considered an asset
• Standards-driven individual with outstanding organizational skills and a technical understanding

Our Expectations

We have high expectations of all Celero employees and strive to recruit applicants with the following characteristics:

• High attention to detail and accuracy
• Well organized, strong analytic skills coupled with innovative thinking, and a bias for action
• Possess a strong customer service orientation with the ability to communicate technical issues to non-technical customers
• Demonstrate strong leadership and communication skills resulting in the ability to work effectively with both technical and business professionals
• Strong prioritization skills and ability to quickly re-prioritize in a dynamic environment
• An ability to build strong professional relationships with peers, leaders, and clients
• Consistent adherence to Celero core values of Accountability, Client Focus, Collaboration, Inclusion, Innovation and Trust
• Ability to drive clarity out of ambiguous situations
• Ability to work with minimal supervision and demonstrate appropriate initiative when making decisions

We wish to thank all applicants for their interest, however only short-listed candidates will be contacted.

Celero is committed to eliminating barriers and improving accessibility to our workplace for persons with disabilities. We strive to do this in a timely manner and in a way that respects personal dignity, independence, integration, and equality of opportunity. Celero has an accommodation process in place and provides accommodation for employees with disabilities. If an employee requires a specific accommodation because of a disability or a medical need, we will work with that individual to achieve an appropriate accommodation. If you required an accommodation due to a physical or other limitation, please let us know when you are contacted to participate in the recruitment process.

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