AI Support Analyst
With over 30 years of recognized expertise, COFOMO is now a leading Canadian consulting firm specializing in digital and artificial intelligence. Supported by more than 3,000 experts, 10 Centers of Excellence, and 4 offices across the country, we are uniquely positioned to successfully guide our clients through their transformations. Both strategic and tactical, we help organizations across a wide range of industries thrive in today’s rapidly evolving world.
Our promise
Help our clients succeed and maximize the impact of their transformation initiatives, turning them into powerful drivers of growth and innovation.
Job description
- Monitor and support the day-to-day activities of systems and applications;
- Comply with documented standards and procedures related to operations and technical support;
- Take full responsibility for key activities in compliance with agreed ITIL SLAs and processes;
- Quickly escalate incidents that cannot be resolved at the first level;
- Maintain a customer-oriented approach in order to ensure a professional and quality support service;
- Be flexible in working hours to meet the operational needs of the team;
- Contribute to the optimization of support processes by suggesting improvements without introducing risks;
- Maintain the knowledge base and share learnings with members of the support team;
- Use knowledge of business systems and applications to analyze reported issues and contribute to the writing of incident reports for shift change;
- Respond effectively to user queries and requests;
- Identify, track, document and resolve incidents within the required timeframes;
- Perform level 1 and 2 support, analyze complex issues, and propose solutions or workarounds to reduce impacts;
- Understand database concepts and perform data extractions at the request of users;
- Actively participate in the functional and technical support of applications by taking appropriate actions;
- Closely monitor alerts and monitoring dashboards to ensure the stability and availability of services;
- Maintain clear and regular communication, and ensure accurate reporting and appropriate escalations when necessary.
- Have a minimum of seven (7) years of experience as an APS Technical Specialist;
- Demonstrate strong experience with artificial intelligence (AI) and machine learning tools;
- Master the Python language and its associated libraries;
- Have proven hands-on experience with Dynatrace (no other monitoring tools required);
- Be familiar with ITIL principles and processes, as well as incident management practices;
- Have a good understanding of global infrastructure, firewalls, networks and related technical considerations;
- Have real-world experience in configuring and optimizing leading ETL tools in large-scale, data-intensive environments;
- Work effectively in a Unix/Linux environment, with a mastery of shell scripting (Korn/Bash);
- Experience with SQL Server databases and exposure to NoSQL databases;
- Knowledge of cloud environments and their fundamental concepts (an asset).
Why choose a career at COFOMO?*
- Competitive compensation and benefits
- Wellness program
- 24/7 telemedicine access
- Support for legal, accounting, and mental health needs
- Focus on growth, development, and skills enhancement
- Personalized career plan and tailored guidance
- Hybrid work environment
- Active social club and year-round events
* Only applicable to permanent COFOMO employees.
Join our team.
Make a difference every day by taking advantage of our development programs, access to our Centers of excellence, and a stimulating work environment.
Professional development
We invest in our talent, encourage continuous growth, and support you in every aspect of your career.
Latest technologies and best practices
Leverage your skills, knowledge, and problem-solving abilities on large-scale projects for leading clients.
Welcoming and people-focused organization
A place where you can feel at home. COFOMO is a space where you can grow, learn, create, contribute, and be recognized for your achievements.
Working at COFOMO gives you the opportunity to collaborate today on the technological projects of tomorrow — from green technology to the latest innovations in artificial intelligence and information security.
Our Values
Beyond words, COFOMO’s values guide our actions and shape our policies. Without them, we’d be just another company—and we are anything but that.
At COFOMO :
You are recognized and valued for your skills, expertise, and—most importantly—your potential. That’s how we measure value here.
We hire people based on talent. Period.
Everyone matters, everyone’s voice counts, and everyone is respected.
COFOMO values the differences that enable each of us to make meaningful and unique contributions to our success and shared culture. We foster diversity and inclusion, creating workplaces where new ideas, different experiences, and unique perspectives can be shared—often with people you might not otherwise have the opportunity to collaborate with.
MASCULINE OR FEMININE TERMS ARE USED INTERCHANGEABLY WITHOUT ANY INTENT OF DISCRIMINATION. COFOMO IS AN EMPLOYER OF CHOICE THAT PROMOTES DIVERSITY AND APPLIES FAIR EMPLOYMENT PRACTICES.
Employer of choice
COFOMO is a consulting firm specializing in digital transformation and artificial intelligence. We stand out for the digital ingenuity of our talent, our unique approach, and our values. Make an informed choice and discover what makes us
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