Desjardins Investigation leader Full Time in Montréal, QC


Branch Montréal QC CA

Investigation leader
Montréal, QC

Prepares IT services implementation requests. It offers a full range of financial products and services and is home to a wealth of expertise in property and…

Desjardins Group is the largest cooperative financial group in Canada, and one of the largest employers in the country. It offers a full range of financial products and services and is home to a wealth of expertise in property and casualty insurance, life and health insurance, wealth management, services for businesses of all sizes, securities brokerage, asset management, venture capital, and secure, leading-edge virtual access methods.

Job Level


The person in this position develops, updates, implements and follows up on IT services action plans, solutions or tools. The incumbent plays an advisory role in his/her area of expertise for units of the organization and various stakeholders.

General Information on the Position

More precisely, the incumbent is an expert in office technology content and the representative of the (Call Centre and Desktop Solutions Administrative Department). Furthermore, the investigation leader is the carrier and leader of change management for the administrative department. The incumbent is a leader and problem management coordinator with the ability to regularly inform service providers of problem management-related issues within their service. In addition, the person provides Pager support in rotation 24/7 for two weeks a month.

Main Responsibilities

  • In accordance with his/her expertise, advises various departments on business development and possibilities offered by technology.
  • Prepares IT services implementation requests.
  • Helps improve business continuity by ensuring backup system development, implementation and support.
  • Develops tools and scripts to automate systems checking and monitoring tasks and performs post-implementation follow-up to ensure systems availability.
  • Monitors the quality of IT services and quickly identifies situations that could threaten the stability of IT environments by analyzing recurrent incidents, identifying which of them are critical, and making recommendations.
  • Maintains close relations with clients in order to stay up to date with their level of satisfaction regarding the quality of services-provided. Acts as the go-to person if these clients have complaints. Documents complaints and communicates the required information to partners so they can find a permanent solution to ensure customer satisfaction; validates and oversees implementation of action plans chosen.
  • Produces and implements an action plan to correct problem situations and provides support to advisors for coordinating the resolution of complex to medium-complexity problems or incidents.
  • Helps with change management to ensure compliance with service levels and standards by the change initiators. Produces, gathers and disseminates information regarding interventions and changes.
  • Identifies situations that could significantly affect the quality and stability of environments and makes recommendations according to the impacts and risks or opportunities for improvement of change management.
  • Contributes to various projects or assignments in his/her area of expertise.

Qualific ations

  • Bachelor’s degree in a related field
  • 4 years of relevant experience
  • Independent speaker, intermediate knowledge of English
  • Customer focus
  • Decision quality
  • Interpersonal savvy
  • Negotiating
  • Drive for results

Other working conditions

  • Number of jobs available : 1

Job Family

Information Technology (G)

Work Location

Complexe Desjardins Montréal

Trade Union

Non Syndiqué

Unposting Date


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Employment Type: Full Time
Location: Montreal, QC, CA
Posted on: 2018-05-23
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