Support Analyst - Unified Communications

Role overview

Core responsibilities

• Monitor, restore, change, and support systems and day-to-day operations; track performance and identify operational improvements.
• Coordinate incident management, respond to production problems, lead or conduct recovery, and perform root-cause analysis.
• Provide Help/Service Desk and inbound end-user support for applications, technical issues, and IMACD needs using knowledge bases or runbooks.
• Engage third-party providers during incidents and collaborate with teams across the bank.
• Deploy changes, manual code, applications, and infrastructure according to deployment plans and build guides; manage implementation issues to resolution.
• Participate in testing cycles to verify infrastructure and application deployment readiness and operability.
• Work with development teams to build solutions with enterprise monitoring and logging that are self-healing and require minimal maintenance.
• Analyze complex technology problems and provide insights and recommendations; develop knowledge assets and promote standards and industry best practices.
• Identify ways to strengthen operational capability, share expertise, support technical development, and stay current with industry trends.
• Apply BMO’s risk management framework and approved risk appetite, protecting bank assets and following applicable policies, laws, and regulations.

Qualifications

• Typically 2–4 years of work experience in an IT or business environment and/or a bachelor’s degree in computer science, engineering, information systems, mathematics, or business.
• Proficient knowledge of Microsoft Intune (mobile and app management), Microsoft Teams, AWS Connect, SIP, or other unified communications is listed; the technologies are alternatives.
• ITIL Foundation certification and experience with ServiceNow incident management are assets.
• Understand IT operating processes and standards for monitoring, logging, and alerting, as well as support and operations practices, systems, tools, timing, and dependencies.
• Technical proficiency may come from education or business experience.
• The posting requests in-depth verbal and written communication, collaboration, analytical and problem-solving, influence, and data-driven decision-making skills.

Pay

• The stated salary range is $55,500 to $120,000; the pay type is salaried. The posting does not specify a salary cadence.
• Compensation may vary by location, skills, experience, education, and qualifications; total compensation may include incentives, bonuses, and other rewards.

Benefits

• Benefits may include health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans.