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)