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Job Description
What is the opportunity?
As part of the Identity & Access Management team within the broader Global Cyber Security (GCS), a Technical Security Analyst acts as the first point of contact for provisioning end user access to various systems. Working collaboratively with teammates and other technical support teams, the Senior Technical Security Analyst will be required to adhere to SLAs, troubleshoot technical issues, review and analyze queues for trends and recurring issues, handle interaction resolution and escalations with a high level of customer support focus, and have efficient IT documentation skills.
What will you do?
- Support end users by processing requests submitted through our ticketing platform
- Follow documented procedures and ensure timely execution and closure of access requests
- Investigate urgent issues and escalate requests accordingly ensuring a valid business reason is provided
- Identify trends and assess gaps in provisioning and incident queues to reduce repetitive negative occurrences and implement opportunities to streamline existing processes to consistently drive operational efficiencies
- Participate in meetings with support partners for changes to process and procedures and manage the knowledge base accordingly.
- Work in a diverse environment leveraging other team members' experience and knowledge
What do you need to succeed?
Must Have:
- 2+ years of experience working in IT support and/or Service Desk support role
- Bachelor's degree in computer sciences and/or IT related disciplines and Certifications in information security preferred.
- Data trending and analysis methods
- ITIL v3: Foundations, Operational Support & Analysis
- Strong technical writing aptitude, written and verbal communications skills
- Strong ability to manage client and stakeholder relations with a strong sense of urgency and ability to shift tasks in high pressure environment
- Knowledge in Identity & Access Management controls and policies
- Skilled in collaboration, troubleshooting and gap analysis
What's in it for you?
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable.
- Leaders who support your development through coaching and managing opportunities
- Ability to make a difference and lasting impact
- Work in a dynamic, collaborative, progressive, and high-performing team
- A world-class training program in financial services
- Flexible work/life balance options
- Opportunities to work with the best in the field
#LI-POST
#LI-Hybrid
#TECHPJ
Job Skills
Computer Operations, Customer Service, Enterprise Application Delivery, Group Problem Solving, Information Technology (IT) Infrastructure, Interpersonal Relationships, Standard Operating Procedure (SOP), System and Console Operations, System Applications, Systems SoftwareAdditional Job Details
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Inclusion and Equal Opportunity Employment
At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.
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