We are looking for a Support Analyst to join the Identity & Access Management team in Montreal, which oversees a dozen Access Management applications.

The candidate main responsibilities include, but are not limited to:

• Support the applications within IAM scope.

• Ensure the stability and availability of all services/tools.

• Support end-users.
• Coordinate, communicate and assist in resolving outages.

• Ensure services operate in compliance with the security rules.

• Understand the group’s procedures and how different IAM systems interact with one another.

• Participate in digitalization project to minimize support activities by:

• Identify potential automations of recurrent tasks.

• Organize and animate Hands-on sessions with applications team within the group.

• Promote self-service tools and their proper usage.

• Identify enhancements to procedures.

• Spread the knowledge:

• Contribute to the enhancement of existing documentation and create new one.

• Create, write or record tutorials.
• Liaise and collaborate with teams in France and India.
  The candidate will join the Montreal team, but since the IAM entity is spread between Paris, Bangalore and Montreal, the selected candidate will need to be autonomous and able to work with global teams.
  Support coverage is between 8am and 7:30pm, the candidate needs to be flexible with rotations for earlier start and later finish.
  Every few months, the candidate will be required to work a couple of hours during the weekend.
  Profile
  Skills and Qualifications:

Must Have:

• 3+ years of experience in a similar role.
• Critical thinking: Ability to understand complex multi-level problems that can involve multiple IT teams, systems or users.
• Client-centered: Ability to interact with end-users on a daily basis, to resolve their issues and identify their needs.
• Focus: Ability to endorse pressure and stay focused on the final goal.
• Basic SQL
• Basic Network
• Basic Unix/Linux commands
• Knowledge about API

Nice-to-have:

• ElasticSearch, Kibana, Matomo

Please refer the Job description for details