IT Support Analyst

Role Overview

The IT Support Analyst role is a hybrid position that requires expertise in technical support and incident management. The role will focus on technical monitoring and support for IT application and infrastructure services, ensuring timely recording and transmission of production events to higher-level support teams.

• Monitor application and infrastructure alerts, record and resolve production problems.
• Identify and share technical problems with dedicated support teams.
• Execute technical deployments and coordinate main production deployments and infrastructure change migrations.

The ideal candidate will have prior experience in managing high-priority incidents, a solid understanding of the Service Now tool and ITIL processes, and excellent communication skills in French and English.

• Bachelor's degree in computer science, information technology, or equivalent.
• Prior experience (3 to 5 years) in a production support project, preferably for a bank.
• Experience in production support, including monitoring, troubleshooting, and deploying Java applications.
• Knowledge of Linux, Windows, middleware, and Oracle DB.
• Knowledge of production tools such as Dynatrace, Geneos, Service Now, Autosys, etc.
• Understanding of ITIL concepts and best practices in IT service management (certification is an asset).
• Good knowledge of any scripting language (Python, Powershell, VBA) is an asset.
• Knowledge of creating reports using PowerBI, Excel, PowerPoint, Service Now, etc.
• Excellent communication in French and English.

• Minimum of 3 weeks of vacation starting from the first year.
• Comprehensive group insurance with a generous employer contribution.
• Employer contribution to a group RRSP.
• Full remote work flexibility:
  Hybrid, Remote, or On-site.
• Annual IT equipment budget.
• A balanced work environment with flexible working hours.
• Career development: training and certifications, online or in-person learning, Wepoint Academy, etc.
• An international community of experts ready to share their knowledge.
• A company culture focused on individuals' needs and their belonging to a strong community.