Application Support Analyst (Security)
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OneSpan is looking for a Application Support Analyst to join our team in Montreal.
Job Duties and Responsibilities:
- Ensure that all Incidents received are recorded in the ticket tool
- Identify nature of tickets based upon reported symptoms and categorization rules
- Assign priority to tickets based upon impact to the users and the SLA guidelines
- Provide first-line investigation and diagnosis of all incidents
- Document troubleshooting steps and resolution details
- Create, submit and maintain knowledge articles (FAQ, Q&A, KB, …)
- Responsible for communication, keeping customers informed about their ticket status at agreed intervals
- Associate tickets with other records (i.e. Enhancement request, R&D tickets, emails, Knowledge Articles, Known Errors, etc.)
- Escalate Major Incidents to the Incident Manager
- Delegate responsibility by assigning tickets to the appropriate escalation line for resolution
- Perform post-resolution customer review to ensure that all work services are functioning properly and all ticket documentation is complete
- Proactively escalate tickets at risk of breaching Service Level Agreement, to the Incident Manager
- Provide user with training and assistance on secure use of our applications and systems
- Ensure protection of customer systems and information at all times
Requirements:
- Bachelor in Computer Science or equivalent
- Experience in a Application Support environment
- Prefer some programming Languages experience such as JAVA, C#
- Knowledge of Scripting (XML, HTML, JSON, CSS, XSLT, …)
- Well-organized with attention to detail
- Good customer-approach/very customer-centric
- Experience in the following
- Operating Systems (Linux, Mac OS X, …)
- Databases (Oracle, MariaDB, MS SQL, …)
- Servers (Websphere, Apache, Weblogic, JBOSS, …)
- Mobile development (Android, iOS)
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