The client is seeking a support-oriented IT analyst to handle Level 2 investigations: resolving complex issues escalated by Level 1 support, with the ability to diagnose problems without systematically escalating them. Beyond support, the individual will participate in improvement and maintenance projects, requiring a strong understanding of basic analytical processes. The ideal candidate does not need to be an advanced technical specialist or have in-depth knowledge of the insurance business, but a solid understanding of business analysis is expected to communicate effectively with stakeholders and formulate clear findings. Knowledge of the insurance sector would be an asset for faster integration into the team.

Requirements REQUIREMENTS TABLE REQUIREMENTS Level 2 IT support experience (investigation, diagnosis, resolution) | Required experience | All requirements Ability to work in a maintenance and continuous improvement environment (no large projects) | Required experience | All requirements DESIRED Basic business analysis skills (writing reports, communicating with stakeholders) | Required experience | All requirements ASSET Knowledge of the insurance sector | Required experience | All requirements Experience with ticketing tools (e.g., ServiceNow, Jira, or equivalent) | One option is sufficient | Adequate alternative coverage

WHAT WE DON'T WANT Purely technical Level 1 profile (basic helpdesk, password resets, simple tickets). Pure business analyst with no IT support experience. Senior profile in architecture or development: overqualified for the maintenance/career development context. Candidate whose experience is limited to a single large project without recurring support. Profile with no experience in a structured ticketing or incident management environment.