Analyst, Digital Applications Data Support

What is the Opportunity?

The Digital Applications Data Support team is seeking a bilingual (English & French) IT Support Analyst with expertise in IT Service Desk Operations, IT Call Centers, and Web Application Support. This role serves as second-level support, while also acting as a first point of contact for inquiries, issue resolution, and escalations, ensuring that Technology and Online RBC Insurance Services are delivered efficiently and effectively.

As a client-centric professional with a client-first mindset, you will provide technical and non-technical support to brokers and clients while troubleshooting and resolving complex IT issues. You will also contribute to process improvements, data analysis, and reporting to enhance service efficiency and to positively impact the Net Promoter Score (NPS). This role requires working in a fast-paced, high-volume IT support environment, requiring the ability to adapt, multitask, and pivot between priorities while maintaining service excellence. Additionally, as assigned by management, you will support projects, initiatives, and operational tasks to drive service enhancements.

The ideal candidate should also have a working knowledge of Agile methodologies and framework as they will be working in a dynamic, iterative environment, collaborating on continuous improvements, and leveraging Agile best practices to optimize service delivery.

What will I do?

• Provide second-level support while also managing first-contact inquiries, troubleshooting, and escalations for brokers and clients.
• Diagnose and resolve IT-related issues, particularly those involving web applications, system access, and connectivity.
• Assist clients virtually for hands-on troubleshooting and resolution of technical issues.
• Analyze service desk inquiries, identify trends, and generate reports to provide insights for product and service enhancements.
• Gather and document data to support the Digital Service Desk Manager in resolving complex service requests.
• Manage user access requests and permissions, ensuring compliance with pre-defined procedures and timely resolution.
• Collaborate across teams, including technology, finance, and operations, to streamline service delivery and optimize processes.
• Support IT projects, initiatives, and investigations, gathering requirements, assisting in implementation, and conducting testing.
• Apply Agile principles when working on service improvement initiatives, using an iterative approach to refine and enhance support workflows.
• Maintain clear and professional documentation for troubleshooting procedures, knowledge bases, and operational improvements in both English and French.
• Work independently with minimal supervision, taking ownership of tasks and proactively identifying service improvements.

What will you need to succeed?

Must-have:

• 2 to 4 years of related experience in an IT service desk or IT call center environment.
• Bilingual in English and French (written and spoken).
• Strong knowledge of Microsoft Operating Systems and Windows-based applications.
• Technical proficiency to understand and redirect general IT inquiries appropriately.
• Excellent oral and written communication skills for effective client interactions and documentation.
• Problem identification and problem-solving skills, with hands-on experience troubleshooting IT issues.
• Ability to thrive in a high-volume, fast-paced environment, managing multiple inquiries and escalations effectively.
• Flexibility to adapt to shifting priorities, pivot between tasks, and remain solution-oriented under pressure.
• Strong team player, with the ability to work collaboratively and build relationships across departments.
• Client-centric approach, ensuring exceptional service that enhances the Net Promoter Score (NPS).
• Self-motivated and able to work independently, handling tasks efficiently with minimal supervision.
• Familiarity with Agile methodologies, including iterative service improvement and collaboration in cross-functional teams.
• Experience working in Agile environments, with the ability to participate in stand-ups, retrospectives, and process refinements.

Nice-to-have:

• University or College Degree in Computer Science or a related field.
• ITIL v3: Foundations, Operational Support & Analysis certification.
• Technical Certification in an IT-related area.
• Experience with ITIL processes or help desk ticketing systems (e.g., Jira, ServiceNow).
• Understanding of cloud-based applications and security best practices.
• Experience working in Agile service delivery models (Scrum, Kanban).
• Experience with process improvement, automation, and reporting dashboards.

What's in it for you?

• A Total Rewards program that includes flexible benefits, work/life balance and career development programs.
• Competitive pay and high-earning potential.
• Leadership support to foster career development through coaching and professional growth opportunities.
• Collaboration with a high-performing team, driven by excellence and innovation.
• Opportunities to make a lasting impact, working in a dynamic and fast-paced environment.

RBC Insurance is an organization that succeeds by bringing out the best in its people. You'll be part of a supportive, inclusive team that shares common values - including a fundamental respect for each other. At the heart of this is a commitment to diversity. RBC respects and responds to the many competing and evolving priorities in our lives - so you can focus on what you can do best - putting clients first.

Job Skills

Additional Job Details

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.