It/product Support Analyst

**Location: Montreal, CA** Voir Version Francaise plus bas **We give you a world of potential** We are looking for a talented and motivated IT Product Support Analyst to join our team in the Montreal, CA office, or if you are within a commutable distance to a Computershare location. This role is a full-time position, with the opportunity to split time between the office and home working as needed. This position sits within our Computershare Technology Services business (CTS), supporting one of our largest global business units. CTS Service Operations NA Contains 100+ staff across North American sites, ensuring the maximum availability of any operational IT services. This includes fulfilling user request, resolving service failures, fixing problems, as well as carrying out routine operational task. **A role you will love** As one of our IT Product Support Analyst, you will work closely with the other experienced members of the team to provide first and second line support to North American (NA) users for all Computershare technology products on a variety of platforms. You will work with your team to identify any critical incidents and work with the wider team to resolve these within the agreed timelines. A big part of your role will be looking at identifying where we can improve processes and highlighting where potential technical improvements can be made. **Other key responsibilities include**: - Take support requests from our clients - Provide information and advice to our clients - Troubleshoot and triage of problems reported - Escalate exceptions to the relevant manager/team members - Analyze and reconcile data and reports - Monitor the performance of our systems - Ensure service levels are met - Test new software releases, as requested - Learn new products and their related technologies on a continuous basis **What will you bring to the role?** As you can imagine, we need you to have great attention to detail. Supporting critical systems isn’t an easy job, so being able to think on your feet, problem solve, and think outside the box are some key skills that you’ll need for this role. Communication is key in this role - you need to be able to build effective working relationships and work closely with your team to keep up to date with changes and bring your ideas to the table. **Required**: - Knowledge of SCRIP Applications. - Ability and desire to work part of a team - Ability to be resourceful and learn on the job - Strong communication skills - Excellent problem-solving abilities exercising sound judgement - Be self-motivated with a mature and positive outlook **Preferred**: - 1 year or more of experience in similar role - College degree in Computer Science or equivalent - Experience in a "technical" support role - Knowledge of software testing, QA, Server 2008/2012, XML are considered strong assets - Basic knowledge of SQL You will be part of a dynamic team where ongoing, on the job training will be provided. If you are looking for a long-term career with consistent learning opportunities, then we want to hear from you **A company to be proud of** Computershare (ASX:CPU) is a world leader in financial administration with over 14,000 employees across 21 different countries delivering expertise to over 40,000 clients. At Computershare, it’s more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of the world of opportunities we have available. With infinite possibilities, we could take you anywhere. **Rewards designed for you** **Employee Share Plan.** **Set aside salary to purchase shares in our company and you’ll increase your investment when you receive a generous company contribution towards additional shares. **Health and Wellbeing. **Our health and wellbeing rewards can be tailored to support you and your family. **Save for Your Future. **We will support you along your retirement savings journey. **Paid time away from work. **Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you. **Employee Discounts.** **We’ve partnered with other organisations to offer you extra savings. Enjoy discounts with banks, car manufacturers, on flights, accommodation and days out as well as with many big brand shops. **Extra Rewards.** **From tuition reimbursement to cash bonus recruitment referral programs, our comprehensive benefits package offers a multitude of options. **A diverse and inclusive place to work** We believe that having a culture of inclusion is essential in delivering good results. Attracting, retaining, and developing a diverse workforce where employees feel valued, respected, and empowered allows people to reach their full potential. As a business this diversity helps us to better reflect and understand our customers’ needs to allow us to drive better outcomes. Computershare is an equal opportunity empl