Application Analyst - Jobs in Montréal, QC

Job Description

Company Overview:Hitachi ID is the only industry leader delivering identity and privileged access management across a single platform to ease implementation as IAM and PAM roadmaps evolve. Global Enterprises, including Fortune 500 companies, leverage Hitachi IDs decades of experience, to secure access to systems on-premises and in the cloud.We are currently looking for an experienced Application Analyst to fill a full-time permanent position in our Customer Support Department. The successful candidate will have an opportunity to work remotely, with flexibility to work from one of our corporate offices in Calgary or Montreal, depending on candidates location. Please note that this role requires the incumbent to accommodate a 5:00 pm to 1:00 am MST work schedule to support clients located in Australia and Asia Pacific regions.Job Overview:The application analyst will provide high quality technical support to Hitachi IDs Bravura (IAM) product line in order to ensure a timely and appropriate response and resolution for customer support tickets.Job Responsibilities/Objectives:Assist customers in configuring and maintaining the Bravura Security Fabric suiteProvide technical support to our customers application administrators online and over the phonePrioritize issue handling in a high-volume, time-sensitive environmentAnalyze software related issues and propose solutions.Verify solutions prior to submitting them.Resolve customer reported incidents and questions in a timely manner.Investigate and document the root cause of issues..Manage issue lifecycle in our ticketing system.Document software support activities thoroughly, accurately, and in a timely manner.Independently researching, creating and maintaining documentation.Professionally communicate technical issues with customers and colleagues.Engage in customer relationship management.Configure, troubleshoot, and manage systems:Windows serversActive Directory or LDAPMSSQL, Oracle or MySQL (including writing SQL queries)IIS or Apache (including writing in HTML/JavaScript/CSS)Virtual MachinesUnix/Linux systemsNetworks (IP routing, firewalls)Enterprise applications and web servicesRead and edit short programs and scripts.Make decisions quickly, sometimes with limited information.Continuously learn and share knowledge with other team members.Other support responsibilities as needed.Key Relationships:Works directly with customers and collaborates with other support, software development, professional services team and sales team to resolve customer support issues.Work Environment:Small-medium sized Identity and Access management software companyWork independently with minimal supervisionExtensive collaboration with team members and other departmentsFlexible hours around core business hoursRemote work optionEquipment/Tools/Software:Windows Operating EnvironmentZendesk Issue management systemYoutrack Issue management systemGoogle Apps suiteMS SSMSData/Log analysis utilitiesProduct documentationRequired Education and Training Qualifications:Minimum Bachelors degree in computer science, software engineering or other relevant fieldRequired Work Experience and Skill Qualifications:3+ years of enterprise software support work experienceProven experience resolving a high volume of ticketsIndustry experience operating the following systems:

• Windows servers
• Active Directory or LDAP
• MSSQL, Oracle or MySQL (including writing SQL queries)
• IIS or Apache (including writing in HTML/CSS)
• Virtual Machines
• Unix/Linux systems
• Networks (IP routing, firewalls)

Some experience reading and editing short programs and scripts.Some experience with MS SSMSSome experience with data/log analysis utilitiesSome experience with researching product documentation for solutionsRequired Personal Competencies:Adaptability; ability to learn new systems in different environmentsTechnical detail; ability to diagnose and resolve a wide range of customer issuesCommunication; ability to build/maintain relationships with customers and internal teamOrganization; ability to work quickly and prioritize support issuesStress Management; ability to maintain composure while resolving customer concernsOther Knowledge, Skills, and Abilities (Nice to Have):Zendesk Issue management system or similarYoutrack Issue management system or similarGoogle Apps suite or similarCompensation and BenefitsCompetitive base salaryExtended medical, dental and vision care plan completely paid for by the employerRRSP plan with matching employer contributions3 weeks of paid annual vacation at the start of employmentGreat work environment - informal, social committee, centrally located offices with an ability to work remotely if desiredChallenging work with many learning and career development opportunitiesHow to Apply and Process:Please apply directly through our job posting and complete the candidate surveyPlease do not contact if you are not eligible to work in CanadaIf it appears that there may be a fit based on the initial information collected we will contact you to book a phone interviewPlease no phone calls to the company phone line.Quick Apply

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