Analyste, Services Aux Clients

Digital Technology Opportunity At Arup

At Arup, our dedication lies in sustainable development and the realization of socially useful and meaningful projects. Our shared values and collaborative approach have distinguished us for over 75 years and guide our mission to shape a better world.

We bring forward solutions to the world's most complex problems and achieve what seems insurmountable, with curiosity and creativity. Our thriving and growing organization offers numerous opportunities to shape a better world… and your future.

This position is part of the digital technology team at Arup, specifically within the client services team in the service management sector. The team plays a leading role in providing high-quality, user-focused IT support in all our global offices, ensuring that our members have all the necessary tools and services to work efficiently and smoothly.

The client services team is at the heart of our daily digital operations: it resolves various issues, facilitates collaboration, provides technical support, and serves as the bridge between technology and the organization. We work closely with other digital technology teams to offer all employees seamless and tailored assistance.

Job Description

At Arup, you are part of an exceptional collective that encourages the development of each of its members. Our strength comes from the way we respect, share, and harmonize our multiple experiences, viewpoints, and ideas.

By joining our team, you will participate in the realization of socially useful and meaningful projects – for Arup, your career, our members, as well as the clients and communities we serve.

• Manage all digital technology requests from staff, act as a first-line responder to identify and address issues and needs related to desktop computers (Windows, O365, etc.) and related infrastructure (IT, storage, network, cloud services, systems, cybersecurity, etc.), report and assign complex cases to other digital technology teams, if applicable;
• Provide value-added services to members of the organization, collaborate with the management team to promote technology and drive business transformation;
• Configure, deploy, and maintain workstations, laptops, printers, mobile devices, telephones, and other IT and telecommunications equipment, and provide all required troubleshooting and technical support;
• Resolve issues related to hardware (PCs, Macs, mobile devices, etc.), software, and services (video conferencing, remote access, etc.), determine the source of problems and classify them according to level, priority, and nature; report and assign complex cases to competent teams, if applicable;
• Respond to technical support requests, document them, and resolve them within the agreed service level timeframe;
• Document procedures, standards, optimal configurations, settings, installation sequences, and uninstall instructions;
• Follow service management policies and procedures and the IT Information Technology Infrastructure Library (ITIL);
• Assist the software asset management team in maintaining compliance;
• Play an active role in our team, notably by fostering an inclusive environment, sharing knowledge, and raising colleagues' awareness of best practices in technology.

Are You The Right Fit?

• Recognized university degree in information technology or a related field;
• Experience within a regional or international organization providing IT support services in a Microsoft environment;
• Experience in IT support for PC and Mac equipment and mobile devices, including iPhone, iPad, and Samsung; proficiency in Microsoft Windows operating systems and knowledge of Mac OS; familiarity with Microsoft 365 and associated services, including OneDrive for Business and Microsoft Teams; understanding of video conferencing hardware and software, and experience in technical support for printers and copiers, varying by location;
• Knowledge of ServiceNow or similar IT service management platforms, experience in a professional services setting; strong technical skills and ease in acquiring and implementing new skills in a rapidly evolving environment; good knowledge of industry-specific software solutions, including Autodesk, Bentley, and Trimble, as well as common professional tools such as Bluebeam and Adobe.

Skills

• Ability to build fruitful relationships with others, notably by identifying needs, providing value-added solutions, and acting as a trusted partner;
• Ability to adapt to change with resilience, adjust quickly, and learn in a dynamic environment;
• Proven ability to meet high standards of work, notably by rigorously examining all aspects to ensure accuracy and integrity;
• Ability to communicate clearly and adapt tone according to different stakeholders, thus fostering open exchanges and collaboration;
• Capacity to continuously improve, quickly assimilate new knowledge, and adapt to industry trends.

Interested candidates should apply directly through our job portal. If this position does not exactly match what you are looking for, we invite you to join our Talent Community to stay informed about opportunities that may fit you and allow you to contribute to our mission of shaping a better world.

Our Benefits

At Arup, we care about the success of our members to ensure our mutual growth.

Guided by our core values, we offer a range of competitive benefits that recognize our members' contributions to our shared successes. We offer competitive, fair, and equitable compensation along with a professional environment where everyone can fully integrate and thrive through programs focused on health and well-being, a wide range of training, and numerous opportunities to contribute to impactful projects.

Our unique member-owned trust structure gives us the full freedom – and individual responsibility – to define our own direction and choose mandates that align with our mission and enrich our legacy. Our members collaborate to achieve ambitious projects for our clients and communities. Our Global Benefit Sharing Plan is one of our main incentives, allowing each permanent member to share in the fruits of our collective efforts.

Competitive benefits – Arup offers a generous and comprehensive benefits program for employees and their families. These are covered 100% by Arup, except for optional life insurance. These benefits provide, among other things, health care coverage and paid time off for rest and rejuvenation. Our Global Benefit Sharing Plan (paid twice a year) gives you the opportunity to participate in the success of the organization. As an esteemed employee of Arup, you can also enroll in our collective registered retirement savings plan (RRSP) – with an employer contribution equivalent to 5% – allowing you to save for the future. Additionally, the percentage of Arup's equivalent contribution to your RRSP increases as you gain years of service with the organization.

Salary scale for the Montreal office – The good faith salary range established for this position, if filled in the Montreal office, is $75,000 to $82,000 per year. This range is based on experience, education, and skill level. Benefits are not included in the base salary. Please note that the salary range applicable to candidates working outside the Montreal office may vary.

Flexible work formula – We believe that a flexible work formula promotes a more inclusive environment that supports our commitment to diversity and the well-being of our members. Among the options offered, we note the possibility of a readjusted, reduced, or part-time work schedule, or the possibility of working remotely (telecommuting) for a portion of your workweek.

A diverse workforce with shared values

Arup subscribes to the principle of equal employment and actively commits to fostering a diverse and inclusive work environment. Arup grants all qualified candidates equal treatment in employment without discrimination based on age (except as required by law), gender identity or expression, marital status, disability or handicap, neurotypicality or mental health, race, ethnicity, beliefs, sexual orientation, socio-economic status, socio-economic background, and whether a person is pregnant or on parental leave. We offer an environment that welcomes the diversity of experiences, opinions, and ideas that we believe stimulate our excellence.

At Arup, we are committed to promoting equity, diversity, and inclusion (EDI), guided by principles based on humanity and social utility, and we adhere to the UN Sustainable Development Goals (SDGs). To honor these commitments, we create equitable spaces and systems, and we foster an inclusive culture where everyone feels a sense of belonging and is comfortable being themselves.

Our internal employee networks fully support our inclusive culture – of race, ethnicity, cross-cultural collaboration, gender, LGBTQ+ identity, and disability. We foster a workplace where you can express yourself and make a positive impact. To learn more about life at Arup, visit: https://www.arup.com/fr-ca/careers/your-life-at-arup.

The Arup office in Montreal is located on the traditional unceded territory of the Haudenosaunee, Kanien'kehá:ka, and Anishinaabeg nations. We acknowledge this territory and its peoples to deepen our mutual understanding of the collective past that has brought us here today. Through our ongoing efforts, we commit to strengthening our ties with this territory and its peoples, in