Bilingual One Port User Support Analyst

KPMG•Abbotsford, BC

About The Position

At KPMG in Canada, our people bring their unique perspectives to Canada’s most important challenges. Here, you can build momentum that reaches beyond our business, develop skills for the future, and take ownership of your career with support at every stage. Join a firm where your career can make a difference. KPMG is looking for a Bilingual Support Analyst, One Port to provide responsive, high-quality support for day-to-day service requests, issue resolution, stakeholder coordination, documentation, and process improvement. In this role, you will help support One Port users by triaging inquiries, coordinating resolution activities, maintaining accurate documentation, and contributing to a consistent and positive user support experience.

Requirements

Experience in a support analyst, application support, business support, service desk, technology operations, or related role.
Excellent command of French and very good command of English, both spoken and written.
Strong customer service orientation with the ability to communicate clearly and professionally with both technical and non-technical stakeholders.
Ability to troubleshoot issues, ask effective questions, organize information, and manage follow-up through to completion.
Strong attention to detail, documentation skills, and comfort working with ticketing systems, collaboration tools, spreadsheets, and reporting outputs.
Ability to prioritize competing requests, work collaboratively, and remain adaptable in a fast-paced environment.
Post-secondary education in business, technology, information systems, or a related field is an asset. Equivalent experience may also be considered.

Nice To Haves

Experience supporting enterprise applications, portals, workflow tools, or operational platforms.
Familiarity with incident, request, change, or knowledge management practices.
Experience creating user guides, standard operating procedures, or training materials.
Comfort working with Microsoft 365 tools, including Outlook, Teams, Excel, Word, and SharePoint.

Responsibilities

Provide timely support for One Port-related inquiries, incidents, service requests, and operational needs, ensuring clear follow-up and resolution tracking.
Triage issues, gather relevant information, document findings, and escalate complex items to the appropriate technical or business stakeholders.
Maintain accurate documentation, knowledge articles, process notes, and status updates to support consistent service delivery.
Collaborate with internal teams, vendors, and stakeholders to coordinate issue resolution, validate solutions, and communicate progress.
Identify recurring issues, improvement opportunities, and process gaps, and support the implementation of practical enhancements.
Assist with reporting, data validation, user communications, testing support, and other operational activities as required.