Information Technology Analyst

Key Responsibilities:

Enterprise Application Support:

Provide first and second-line support for enterprise applications and productivity platforms, ensuring minimal disruption and timely resolution.

Support and administer core business applications used across the firm (e.g., CRM, finance systems, document management, and other line-of-business tools), escalating to vendors or internal specialists when required.

Coordinate user onboarding and offboarding for application access, permissions, and role-based entitlements in alignment with governance standards.

Maintain clear, user-centric communication and provide guidance or training to improve adoption and reduce recurring issues.

Service Management and Process Re-engineering:

Manage and improve IT service desk workflows, including ticket categorization, prioritization, SLAs, escalation paths, and root cause analysis.

Document and continuously refine IT processes, SOPs, runbooks, and knowledge articles to drive consistency and faster resolution.

Identify trends in incidents and requests, propose sustainable fixes, and work with stakeholders to implement preventative controls.

Support the implementation and maturity of ITIL-aligned practices (Incident, Request, Change, Problem, Knowledge, and Service Catalog where relevant).

Contribute to service reporting and operational insights using dashboards and metrics (e.g., ticket volumes, SLA performance, CSAT, recurring issue categories).

Automation, AI, and Transformation Initiatives:

Contribute to internal transformation projects by supporting the implementation of automation and AI-enabled tools for service requests, routing, and knowledge management.

Build and maintain automated workflows using low-code tools (e.g., Power Automate) to streamline common requests and approvals.

Assist in building and maintaining dashboards and reports using tools such as Power BI (or similar), improving visibility of service performance and bottlenecks.

Leverage AI features in productivity tools to boost team efficiency (e.g., Copilot for Microsoft 365, automated summarization, smart search, and knowledge capture).

Partner with internal teams to map processes end-to-end, remove friction points, and deliver measurable improvements.

Governance, Risk, and Compliance Support:

Contribute to the creation and continuous improvement of IT policies and standards related to access control, data handling, and application governance.

Support internal and external audits by maintaining accurate logs, system documentation, and evidence of control execution.

Collaborate with Transformation, Risk, and Compliance teams to implement best practices in cybersecurity and operational resilience.

Stay informed on emerging technologies, vulnerabilities, and tools that can enhance internal IT operations and resilience.

Qualifications and Key Skills:

Education: Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field; certifications in Microsoft, ITIL, and/or automation tools are a plus.

Experience: 1 to 3 years of experience in IT service delivery, application support, and/or process improvement in a dynamic environment.

Technical / Functional Skills:

Strong command of Microsoft 365 applications, particularly Outlook, Teams, OneDrive, and SharePoint, with the ability to support and optimize end-user workflows.

Experience using ITSM / ticketing platforms (e.g., Jira Service Management, ServiceNow, Zendesk) to manage incidents, requests, and knowledge bases.

Demonstrated ability to document processes, create SOPs, and translate user needs into scalable service improvements.

Familiarity with reporting and analytics (e.g., Power BI) and with low-code automation platforms (e.g., Power Automate) is highly desirable.

Strong customer service mindset with excellent communication skills and the ability to engage stakeholders across different regions and seniority levels.

Self-motivated, proactive, and adaptable, with a strong willingness to learn and grow in an international and multicultural setting.

Fluent in English (spoken and written); French is a strong advantage in supporting cross-border teams.

Flexible to provide cross-time-zone support when required.

Behavioral Competencies:

Problem Solving: Commercially driven mindset with strong problem-solving and prioritization skills.

Communication & Collaboration: Strong written and verbal communication skills; ability to coordinate across business units and external stakeholders.

Innovation: Demonstrated interest in technology and digital transformation, with the ability to propose creative and scalable solutions.

Accountability: Reliable, structured, and proactive in managing commitments and deliverables.

Confidentiality & Ethics: High standards of integrity and discretion in managing sensitive organizational information.

Why Join Global Gate:

We employ an agile, transformational mindset, and this role offers the opportunity to directly influence the firm's people strategy, processes, and culture.

We uphold the values of Passion, Adaptability, Accountability, Humility, and Doing the Right Thing.

We value individuals who thrive in a fast-paced, growth-oriented environment and are driven by excellence, curiosity, and collaboration.

This role offers a dynamic learning curve, collaboration with a global team, and exposure to an international, high-performing environment.