IAM Analyst (Global Security)

As part of the Identity & Access Management team within the broader Global Security (GS), a IAM Global 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 IAM Global 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 and follow documented procedures, 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

What do you need to succeed? Must Have:

• 3 years of experience working in IT support and/or Service Desk support role
• Flexibility to work different shifts based on business need, 10pm to 6pm ET
• Bachelor's degree in computer sciences and/or IT related disciplines and Certifications in information security preferred.
• 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

Job Skills

Critical Thinking, Customer Service Management, Group Problem Solving, Help Desk Support, Installation Support, Interpersonal Relationships, IT Standards, Requirements Analysis, Technical Troubleshooting, Time Management

Additional Job Details

330 FRONT ST W:TORONTOTORONTOCanada37.5Full timeTECHNOLOGY AND OPERATIONSRegularSalaried2025-03-252025-04-30

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.