Application Support Analyst (Security)

Montreal, Canada

OneSpan is looking for a Application Support Analyst to join our team in Montreal.  

Job Duties and Responsibilities:

  • Ensure that all Incidents received are recorded in the ticket tool
  • Identify nature of tickets based upon reported symptoms and categorization rules
  • Assign priority to tickets based upon impact to the users and the SLA guidelines
  • Provide first-line investigation and diagnosis of all incidents
  • Document troubleshooting steps and resolution details
  • Create, submit and maintain knowledge articles (FAQ, Q&A, KB, …)
  • Responsible for communication, keeping customers informed about their ticket status at agreed intervals
  • Associate tickets with other records (i.e. Enhancement request, R&D tickets, emails, Knowledge Articles, Known Errors, etc.)
  • Escalate Major Incidents to the Incident Manager
  • Delegate responsibility by assigning tickets to the appropriate escalation line for resolution
  • Perform post-resolution customer review to ensure that all work services are functioning properly and all ticket documentation is complete
  • Proactively escalate tickets at risk of breaching Service Level Agreement, to the Incident Manager
  • Provide user with training and assistance on secure use of our applications and systems
  • Ensure protection of customer systems and information at all times


  • Bachelor in Computer Science or equivalent 
  • 2+ years’ experience in a Customer/Technical environment 
  • Windows – MS Office 
  • Networking Knowledge  
  • Well-organized with attention to detail 
  • Good customer-approach/very customer-centric
  • Experience in the following
    • Operating Systems (Linux, Mac OS X, …) 
    • Programming Languages (JAVA, C#, …) 
    • Scripting (XML, HTML, JSON, CSS, XSLT, …) 
    • Databases (Oracle, MariaDB, MS SQL, …) 
    • Servers (Websphere, Apache, Weblogic, JBOS, …) 
    • Mobile development (Android, iOS)