Customer Experience Advisor, Information Technology Job at Cenovus Energy
Worker Type: Employee
Group: US IT Downstream Department
Job Post End Date: 01/02/2023
About this Opportunity:
Reporting to the US IT Manager in the Downstream IT organization, the Customer Experience Advisor is accountable for a wide variety of support and maintenance activities, including providing user support for mobile, telephony, desktop/laptop, standard productivity applications, peripherals, and end-user computing devices with a strong focus on quality customer service.
The Customer Experience Advisor acts as an escalation point and ensures end-user computing and physical re-location of asset services are delivered. This position is also responsible for supporting Facilities Management teams during desk and office moves, providing end-user support services as required. The Customer Experience Advisor is required to deliver exceptional customer service through multiple channels including human, digital, self-service, and automated.
This is an individual contributor role in a cross functional IT organization supporting our Downstream Manufacturing business in Toledo.
This position is located at our Toledo, Ohio office.
About Cenovus:
We’re a Canadian-based integrated energy company headquartered in Calgary. We’re committed to maximizing value by sustainably developing our assets in a safe, innovative, and cost-efficient manner, integrating environmental, social and governance considerations into our business plans.
We operate in Canada, the United States, and the Asia Pacific region. Our operations include oil sands projects in northern Alberta, thermal and conventional crude oil and natural gas projects across Western Canada, crude oil production offshore Newfoundland and Labrador and natural gas and liquids production offshore China and Indonesia. Cenovus’s downstream operations include upgrading, refining, and marketing operations in Canada and the United States.
Our shares trade under the symbol CVE and are listed on the Toronto as well as the New York stock exchanges.
For more information, visit
cenovus.com
.
Find Cenovus on
Facebook
,
Twitter
,
LinkedIn
,
YouTube
and
Instagram
.
Why we work at Cenovus:
-
Safety as a core value
-
Competitive compensation
-
Employer paid benefits: health, dental, vision & more
-
Volunteering opportunities
-
Community Investment activities
-
Inclusive work environment
-
Career progression/internal mobility opportunities
-
Company/team building events
Responsibilities:
-
Provide senior level technical deskside support, which can include installations, moves, repairs and preventative maintenance associated to Cenovus IT systems
-
Act as a point of contact to support service users and customers that are reporting issues, requesting information, access, or other services
-
Install, configure, and deploy Deskside hardware
-
Support day-to-day operational activities of the Deskside computing, desktop, laptop, workstations, and end user support services
-
First level print and AV support may be required, prior to offsite support team engagement
-
Perform preventative maintenance on mobile devices, telephony, workstations, desktops, and laptops
-
Act as SMART HANDS for remote IT support teams, such as Network, Server and application teams
-
Perform post-resolution follow-ups to service requests
-
Support physical end-user IT asset re-location services
-
Maintain inventory of all Cenovus IT Assets within Cenovus Asset management system
-
Analyze existing operations and continuously improves the Deskside operating environment
-
Support Facilities Management teams for desk and office moves
-
Establish and maintain a relationship with key stakeholders, understanding and anticipating the needs of business and IT groups, identifying opportunities, and making recommendations to support the desired future state.
-
Educate End Users on application and IT hardware, as required
-
Ensure IT end user services and supports are conducted in a safety conscious manner
-
Build a trusted relationship within multiple roles of business and IT groups
-
Establish and maintain relationships with current IT Support groups
-
Ensure frequent, concise communication with the Team Lead regarding relevant issues related to the team, infrastructure technologies, risks or other information as required
-
Act as an interface between IT and other business groups, maintaining strategic insight of client issues within other IT functions by being aware and informed of active projects, major incidents, SLAs, and request fulfillment statuses
-
On-call support and occasional weekend support as required
Qualifications:
-
Must be legally eligible to work in the United States
-
Minimum of 5 years' experience of technical support by performing installation, repair, and preventative maintenance of Deskside software/hardware
-
College diploma in Information Technology would be an asset
-
The following certificates would be an asset: A+ certification, ITIL Foundations, MCSE
-
Experience working with IT in an oil and gas domain would be an asset
-
Experience in trouble shooting Deskside software and hardware failures and identifies related network problems
-
Experience in analyzing existing operations and help in the improvement and growth of the Deskside operating environment
-
Experience in analyzing Deskside infrastructure efficiency and help in developing strategies for improving or leveraging these systems
-
Experienced in monitoring mobile devices, telephony, desktop, laptop and workstations
-
Experienced in supporting and maintaining all aspects of Deskside environments
-
Proficiency in Microsoft Office Suite
-
Ability to effectively prioritize and execute tasks independently in a high-pressure environment
-
Strong time management and organization skills
-
Proven analytical and problem-solving abilities
-
Strong written and verbal communication skills
Working Conditions:
-
Office Based with the need to occasionally be out in the Refinery to physically support end users and devices
-
Safety Sensitive: Yes
-
Employment of a final candidate selected for this position will be conditional upon successful completion of required pre-employment medical and drug/alcohol assessment
-
This position requires maintaining a satisfactory driving record, and adhere to the appropriate Company policies and guidelines. A driver’s abstract will be one of the background checks requested in the pre-employment screening for the final candidate
Cenovus Energy is an affirmative action employer, and we are committed to providing equal employment opportunities to qualified applicants without regard to age, disability, genetic information, gender, gender identity, sexual orientation, race, color, religion, veteran status, national origin, or personal or physical characteristics protected by law.
At Cenovus we embrace diversity of thought, experience, and backgrounds to help us make better business decisions, address our challenges, seize opportunities, and unlock innovative solutions. We define diversity as the variety of people, including all of the unique attributes of our staff, and the variety of ideas within our organization. Building an inclusive workplace by drawing on the skills and talents of a diverse workforce provides Cenovus with a competitive advantage. We believe it’s important to maximize the potential of everyone who works for our company and ensure all people feel respected, appreciated, and heard. We define inclusion as ‘diversity in action,’ creating an environment of involvement, respect and connection for all employees, where various ideas, backgrounds and perspectives are harnessed to create business value.
If you require accessibility assistance to complete the on-line application or otherwise apply for an open position with Cenovus, its subsidiaries and affiliates, please email
careeropportunities@cenovus.com
.
Note: The application deadline for this position is 11:59 PM MT JANUARY 2, 2023
This posting represents the desired scope, accountabilities, skills and experience requirements of the job. These requirements may be modified to support business needs. Title and compensation administration will be based on the skills and capabilities of the successful incumbent.
Notification
To be considered for a position, please click Apply and create an account or sign in to your Cenovus Careers profile.
Immediately following successful submission of your online application, you will receive an online notification confirming Cenovus's receipt of your resume.
Only those applicants who apply directly to a posted position and are selected for an interview will be contacted. We will not accept agency or third-party candidate submissions.
To follow the status of your application, log in to your Cenovus Careers profile and click on the appropriate job under ‘My Applications’.
Interested in this opportunity? Click the Apply link.
If you are a CURRENT EMPLOYEE please apply by going to our
Internal Career Site
Please Note :
www.bankofmontserrat.ms is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, www.bankofmontserrat.ms provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.