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Employment status: Regular full-time
Position's anticipated start date: 2025-04-07 

Classification: PTS/MGT/IT B
Salary/Rate of pay: $88,566 to $106,890

Application deadline: 2025-03-12 
Application requirements:

• Your up-to-date resume.
• We recommend you save a copy of the job posting for reference throughout the recruitment process.

The IT External Customer Experience team is responsible for day-to-day software application support and planning. This includes researching, analyzing, defining, recommending, developing/configuring, testing, implementing and supporting IT Business Solutions for Canadian Blood Services in collaboration with client groups and in accordance with regulatory requirements.

In this role, you  will be involved in all aspects of the software development process including business analysis, requirements gathering or use case development, system design, software development, testing, implementation and maintenance utilizing industry leading tools such as IntelliJ, Git, OpenShift, and the Atlassian tool suite. 

Formula for success

• Harnessing your technical expertise, you will utilize modern programming/web technologies/frameworks such as Angular, CSS, SQL, Object-Oriented Design, REST web microservices (built in Java), Drupal, SharePoint, PowerApps, Office365, Azure, Agile, etc., to collaboratively develop innovative applications in conjunction with other IT business systems.
• Drawing on your extensive experience in software development and IT systems, you will expertly handle database modeling design, queries, test data preparation, program and system testing, as well as provide exceptional support and maintenance for existing systems.
• Leveraging your skills and experience in technology assessment and analysis, you will continuously assess business and user needs, conducting in-depth analyses to identify opportunities for harnessing existing and innovative technology solutions.
• Drawing on your track record of successfully leading collaborative teams, you will excel in managing projects and providing mentorship/coaching to junior software developers and business systems analysts, including direct supervision of day-to-day activities.
• Capitalizing on your excellent communication skills, you will engage in insightful discussions with internal business partners and IT service groups, employing agile software development methodologies to drive new system development initiatives and enhance existing systems.

Desired education and skills

• Successful completion of post-secondary level education in a relevant discipline from a recognized academic institution, preferably a University Degree in Computer Science, Computer Engineering, or equivalent e.g. diploma and/or training in database management systems, operating systems, and/or networks
• Minimum 10 years of experience in agile development and designing business applications in supply chain, pharmaceutical, biologics, or similar industries, with expertise in user experience design and customer service management.
• Recent (minimum 2 years) experience in Angular and REST development is essential.
• You will be highly skilled in object-oriented design, Java programming, building responsive web interfaces (e.g., Angular), deploying applications on web application servers, and relational database modeling design.
• Experience collaborating with subject matter experts and business partners to develop robust technical solutions that drive business outcomes and deliver exemplary user experiences.

What we offer you

• 4 weeks' vacation. 
• Annual performance award up to 8%. 
• Comprehensive group health, dental and vision benefits for you and your family. 
• Defined benefitpension plan. 
• Employee discounts, wellness program, professional resources. 

What you can expect 

• This role will work in a hybrid environment with requirements to be onsite at a Canadian Blood Services location 40% of the time/2 days of the week. 
• You will work Monday to Friday, 37.5 hours per week, 7.5 hours per day.  
• If you are located outside of Ottawa, you may be expected to travel to our office location in Ottawa – 2540 Lancaster Rd, quarterly for in-person team meetings, and as required. 

Diversity and inclusion play a vital role in ensuring health equity for patients across Canada. We are committed to reflecting Canada’s population in our organization and fostering an environment where all employees can be their authentic selves, with equal opportunities to succeed and contribute.  

If this role resonates with you, we encourage you to apply by providing your up-to-date resume. This could be your first step towards a meaningful and inspiring career. Come to work each day knowing that you save lives. 

Department Overview

Helping is at the heart of everything we do at our contact centres, and we’re proud of the value that we can deliver from 7am EST – 12am EST, 7-days a week for more than 27 million TD customers. Alongside caring colleagues and supportive leaders, you’ll make a meaningful difference to our business, our customers, and our communities.

Job Details

What You’ll Do

As the voice of TD, you’ll be passionate about understanding our customers. Whether you’re assisting in-bound callers with account inquiries, or resolving an issue by providing advice and recommending a TD product or service, you’ll help us offer trusted support to our clients whenever they need it. You’ll consistently deliver legendary customer service by providing each caller with the right solutions to meet their unique banking needs.

As a valued member of our Contact Centre Team, you will:

· Make people’s day: consistently deliver an outstanding customer service experience by offering friendly

support through your knowledge of TD products, services and solutions.

· Solve problems efficiently: resolve customer inquiries at the first point of contact by asking questions and

responding with empathy to their concerns.

· Achieve your goals: consistently reach performance objectives, including customer experience survey

results, advice and quality goals, compliance regulations, and productivity targets.

· Never stop learning: actively participate in ongoing training and coaching support to help you continue to

grow and develop in your role.

Where You’ll Work After completing in-person training and onboarding sessions, you’ll work primarily offsite. Since most of your work activities can be performed independently, you’ll spend about 95% of your time at your secure, private workspace with a stable internet connection. Your remaining time will be spent at a TD location for in-person team events and experiences. The hiring manager will provide more information about how this works for their team.

Job Requirements

What You Need to Succeed

We’re proud to work with a group of diverse colleagues. If you have relevant experience that isn’t mentioned below, tell us about it in your resume or cover letter.

• High School Diploma or equivalent

• If role is Bilingual – please manually add Bilingual (French & English)

• Exceptional communication and listening skills and a curiosity to help customers meet their needs and

resolve concerns. (Preference given to those with experience in financial or service industries.)

• Ability to multitask and navigate through computer systems, applications, and multiple screens with speed

and accuracy while balancing performance to meet a variety of metrics.

• Digital literacy across a broad range of devices (e.g., smartphones, tablets, laptops, headsets, etc.).

• Flexibility, resiliency, and a positive attitude when responding to challenging situations.

• Passion to assist customers in resolving unspoken needs by offering consultative advice

• Ability to work both independently and as part of a team.

• Integrity when managing sensitive customer information in alignment with Regulatory and Compliance

guidelines related to servicing and sales practices.

Additional Information

We’re delighted that you’re considering building a career with TD. Through regular colleague development

conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our

colleagues need to thrive both at work and at home.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion about helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.

Training & Onboarding

We’re hosting in-person training and onboarding sessions at 7250 rue Mile End for 12 weeks to ensure you’ve got everything you need to succeed in your new role.

Interview Process

We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

National Occupation Classification (NOC) Code

14201 – Banking, insurance and other financial clerks (NOC)

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