Multimedia Technology Analyst

BMO•Chicago, IL

11d•Onsite

About The Position

The Multimedia position has a primary responsibility to provide and ensure a high level of customer service and time sensitive delivery of multimedia services while encompassing Being BMO. Please note this is is a full time, permanent role located at 320 S. Canal (CHIC), downtown Chicago. As a Multimedia Technology Analyst your role will encompass the following: Responsible for the day to day support, troubleshooting and maintenance of all multimedia equipment used in the BMO Conference Centers and BMO multimedia integrated rooms.

Requirements

Familiarity with Multimedia equipment and computer equipment.
Experience with Cisco Tele-Presence, Polycom Video Conferencing equipment, WebEx, Skype for Business and other teleconference/video conference systems.
Knowledge of Telepresence Management Systems for creating videoconference bridges and adding new videoconference endpoints to the internal network infrastructure.
Troubleshooting videoconference issues, system errors, break fix and updating software on videoconference systems.
In-depth knowledge and experience supporting Apple and Android devices.
Knowledge of ticketing service work tracking applications.
Understand new technology as a way to improve BMO’s productivity.
Experience with Cisco Tele-Presence, Polycom Video Conferencing equipment, WebEx, Skype for Business and other teleconference/video conference systems.
Troubleshooting videoconference issues, system errors, break fix and updating software on videoconference systems.
Possesses strong technical and/or business functional knowledge of systems, timing and dependencies.
Technical and/or business functional knowledge of systems, tools, timing, and dependencies.
Technical proficiency gained through education and/or business experience.
Verbal & written communication skills - In-depth.
Collaboration & team skills - In-depth.
Analytical and problem solving skills - In-depth.
Influence skills - In-depth.
Data driven decision making - In-depth.

Nice To Haves

Typically 2-4 years of work experience in IT or business environment and/or B.S./B.A. in computer science, engineering, information systems, math or business.
Understanding of Information Technology operating processes used for systems to ensure effective delivery including but not limited to IT Operations mandatory operating standards for monitoring, logging, and alerting.
Knowledge of support and operations practice, concepts, and technology obtained through formal training and/or work experience.

Responsibilities

Setup and operation of audio visual equipment including flat panels, projectors, internal BMO laptops, external vendor laptops, network communication equipment, microphones, VOIP, teleconference equipment, IP, SIP, ISDN video conference equipment and mobile devices.
Vendor relationship contact for existing multimedia suppliers and AV service providers.
Liaison with vendors, business partners, LOB partners and senior executives for technical consultation and support of often confidential/sensitive meetings and events.
Provide attentive, accommodating, professional and technical support requested by BMO Executives, BMO Board of Directors, senior management teams, leadership councils and distinguished guests.
Support meetings/events that are time sensitive, often highly confidential, fast paced and highly visible within a scrutinized environment.
Focus on a positive high-level customer experience and communication following the Being BMO guidelines.
Monitors, restores service, changes, supports, and handles day-to-day activities 7/24/365 required to run the mission critical systems for the company ensuring business service levels are met and environments are managed.
Monitors and ensures service restoration of infrastructure, applications (online and offline), and security, while meeting service level agreements.
Provides technical support, as well as coordinates and facilitates Incident Management, deploys changes to the production environment, and engages 3rd party providers contracted to the Bank during an incident.
Provides immediate response to production program or system problems.
Participates in testing cycles to ensure the ability to deploy and operability of infrastructure and applications.
Deploys, implements, provisions applications and infrastructure per deployment plans and infrastructure build guides.
Works with development teams to build solutions that use enterprise monitoring/logging, are “self-healing”, and require minimal to zero maintenance.
Conducts independent analysis and assessment to resolve strategic issues.
Monitors and tracks performance, and addresses any issues.
Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
Leads/Conducts incident recovery and detailed root cause analysis.
Deploys manual code to production environment.
Facilitates or completes analysis, design and configuration of viable solutions to highly complex technology problems that would improve data center and support activities.
Provides end to end technology support including computer, applications, network and storage, and root-cause analysis etc.
Drives and/or promotes new processes, systems, technology, and operations and expanded capabilities for performance, with the flexibility to align to the unique requirements of the project teams and deliverables.
Proactively monitors system performance and identifies operational improvements, in ensuring smooth and consistent customer and business partner delivery.
Supports deployment activities, managing implementation issues to resolution.
Provides initial triage, investigation and ensures fast turnaround times on issue/incident resolution.
Monitors technical infrastructure, applications and/or business transactions through automated systems and instrumentation across the environment.
Provides inbound call assistance to end-users for application, technical, and IMACD needs leveraging the knowledge base and/or run books available.
Collaborates and engages with the appropriate areas across the bank.
Develops or helps to develop the knowledge assets required for the operation.
Promotes adherence to standards and industry best practices.
Develops an understanding of organizational interactions and complexity to engage with the appropriate matrix areas.
Identifies opportunities to strengthen the operational capability, such as: sharing expertise to promote technical development, mentoring employees, building communities of practice and networks across technology.
Stays abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning.
Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
Exercises judgment to identify, diagnose, and solve problems within given rules.
Works independently on a range of complex tasks, which may include unique situations.
Broader work or accountabilities may be assigned as needed.