IAM Global Security Analyst (GS)

Job Summary

As part of the Identity & Access Management team within the broader Global Security (GS), a Senior 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.

Job Description

• Support end users by processing requests submitted through our ticketing platform and follow documented procedures, ensuring 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.

What do you need to succeed? Must Have:

• Previous experience working in IT support and/or Service Desk support role.
• Flexibility to work different shifts based on business need, 9am to 5pm PT/ 12pm to 8pm ET.
• 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.

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 Software.

Additional Job Details

Address: 330 FRONT ST W:TORONTO

City: TORONTO

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: TECHNOLOGY AND OPERATIONS

Job Type: Regular

Pay Type: Salaried

Posted Date: 2025-03-31

Application Deadline: 2025-04-30

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above.

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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