IT Support Analyst - GSS
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 application and infrastructure alerts through manual and automated processes;
- Supervise support dashboards and user emails and take action in accordance with existing procedures;
- Record, diagnose and resolve production problems according to predefined SLA objectives;
- Identify and share technical issues with dedicated support teams for quick resolution;
- Execute technical deployments of new application versions and service upgrades/migrations as part of the vulnerability and obsolescence;
- Track and coordinate major releases and infrastructure migration changes;
- Record, coordinate and communicate high-priority production incidents throughout the duration of the incident to different teams and stakeholders;
- Initiate and participate in technical telephone meetings bringing together various participants from regional and global teams to Ensure incident resolution within SLA objectives;
- Ensure that the business impacts of incidents are properly recorded and communicated to stakeholders throughout the process. duration of the incident;
- Perform data quality checks and assist technical teams in updating incident information according to needs;
- Assist the technical teams in the generation of PIR/RCA documents and monitor compliance with the model and data quality;
- Create dashboards and KPI reports based on monthly data from a variety of sources.
- Bachelor's degree in computer science, information technology or equivalent;
- Have three (3) to five (5) years of previous experience in a production support project, preferably for a bank;
- Have experience in production support, including monitoring, troubleshooting, and deploying Java applications;
- Have knowledge of Linux, Windows, middleware and Oracle DB;
- Demonstrate knowledge of production tools such as Dynatrace, Geneos, Service Now, Autosys etc.;
- Have knowledge of creating reports using PowerBI/Excel/PowerPoint/ServiceNow dashboards, etc.;
- Have a good knowledge of any scripting language (Python/Powershell/VBA) (an asset);
- Have a good understanding of ITIL concepts and IT service management best practices (an asset);
- Have a mastery of problem-solving by collaborating with various teams;
- Possess the ability to provide step-by-step technical assistance, both written and verbal;
- Have a dynamic approach in dealing with different situations and stakeholders during incidents;
- Be able to solve basic technical problems;
- This position requires fluency in French and English for daily tasks, documentation comprehension and communication with customers, suppliers and colleagues across Canada. Language skills in French and English are essential, both oral and written.
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