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Support Analyst Communications – SSO – Finance

Independent Software Inc.

This is a Contract position in Montreal, QC posted May 25, 2020.

Support Analyst Communications C2C preferred
– 10 month contract Montreal CA Our client is seeking a Support Analyst Communications
– SSO Monitoring and Supporting the day to day activities Adherence to documented procedural standards Fully responsible for key activities within the agreed SLA and ITIL process.

Escalate issues that cannot be resolved, in a timely manner Have a strong Customer Focus in order to provide a professional support service to clients Flexible approach to working hours to meet the demands of the team.

Willing to work in different day To assist with the streamlining of the support area i.e.

suggesting where procedures can be improved without the introduction of risk Maintain Knowledge base and share experience with support team members Use business and application knowledge to investigate issues raised and assist in the production of Incident reports, which form part of the shift handover Resolve user queriesrequests Ensure issues are identified, tracked, reported on and resolved in a timely manner Perform level 1 support and complex analysis of reported issues, and evaluate alternative business solutions and workarounds to minimize the impacts Understand the database concepts and provide extractions to users whenever required Participate to the night support of the application and undertake the appropriate actions ndash both functional and technical Closely follow up all alerts and monitoring dashboards Ensure excellent communication, reporting and escalation as and when needed IT Governance Responsible and accountable to strictly and consistently adhere to IT Governance policies and procedures ndash Incident management QUALIFICATIONS Knowledge of ITIL and Incident Management.

Bachelorrsquos degree required advanced degree considered a plus.

Minimum 3 years financial industry experience Prior business analysis experience in an application support environment Experience with PLSQL developer, Sybase ASE, Sybase IQ, UNIX (shell scripting, ability to analyze existing scripts) Familiarity with Autosys Prior experience working on Bancs application is a strong plus.

Prior experience creating procedures Good written and spoken English Overall General IT knowledge is a must Must have worked on Collecting Metrics Analyzing the requesttickets Measure and identify areas for improving Quality and overall Delivery Able to communicate efficiently.

Good Team Player.