Application Support Analyst

People Corporation; Halifax, Toronto; On-site; CAD 60,000 - 90,000; Full time

Job summary

An established industry player is seeking an Application Support Analyst to enhance their technical support team. In this dynamic role, you will provide critical assistance for software-related issues, ensuring seamless operations across various departments. You will collaborate with cross-functional teams, manage service requests, and drive process improvements. This opportunity offers a chance to learn from experts while contributing to a supportive and inclusive work environment. Join a company committed to employee wellness and professional growth, where your skills will be valued and developed.

Benefits

Extended health care benefits

Dental benefits

Retirement savings plan

Health & Wellness offerings

Mental Health programs

Assistance for industry designations

Competitive compensation

Qualifications

• 5+ years of experience in Technical/Application Support roles.
• Proven ability in object-oriented programming and SQL scripting.
• Strong analytical skills with attention to detail.

Responsibilities

• Provide technical support for software-related requests and incidents.
• Coordinate day-to-day operations to ensure smooth functioning.
• Create and update knowledgebase articles for standardization.

Skills

Analytical Skills

Communication Skills

Problem Solving

Adaptability

Team Collaboration

Education

BS in Mathematics

BS in Computer Science

BS in Information Technology Management

Tools

Power Apps Platform

SQL Scripting

.NET Framework (C#)

SSRS

Power BI

Job description

We are seeking an Application Support Analyst to join our team in Toronto or Halifax. As an Application Support Analyst, you will be responsible for providing technical assistance and support for software related requests and incidents to all users across the Benefits Plan Administrators (BPA) organization. In this role, the expectations include the analysis, proposals for improvements of support and transfer processes, participation in the deployment of recommended solutions, change management with involved teams, customer experience management and critical thinking.

The Application Support Analyst will:

• Work with Manager of IT Operations to assist in creation of department standards and policies
• Provide clear communication to various departments regarding status of service requests and incident tickets
• Acts as a front-line liaison between end users and the Information Technology department to address software related problems
• Assist with the coordination of day-to-day operations to keep operations running smoothly or bring them back up in a timely manner
• Coordinates, resolves and escalates third level calls to appropriate Information Technology personnel and/or Development resources, making sure they have the data required to resolve the problem
• Identifies actions to correct problems and monitors to ensure problems are resolved
• Responsible for escalation management, status alerting and completion of incident reports for management review
• Creates and updates knowledgebase articles and/or playbooks to document and standardize request completions
• Adheres to the documented procedures for managing change request/inventory
• Tracks the support history for related problems and provides recommendations
• Evaluate, propose and initiate application support process improvement initiatives
• Evaluate and propose change and release management process improvements
• Support Product Owners, Business Analysts and the business for all application support and transfer to operation queries

To be successful as aApplication Support Analyst with People Corporation, you will need:

• The ability to adapt to change in a positive way and complete service requests and incidents while complying with department’s Service Level Agreements
• Ability to prioritize work and manage multiple tasks
• Excellent written and verbal communication skills
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
• Team player with leadership and collaborative skills to deal with cross-functional teams

All-star candidates will have:

• BS in Mathematics, Computer Science, Information Technology Management
• 5+ years’ progressive experience as a Technical/Application Support Analyst/Engineer, Database Administrator, Integration Specialist and/or Systems Analyst.
• Proven working experience in the Power Apps Platform (Dynamics 365, Power Apps, Power Automate, Dataverse), object-oriented programming (such as Java, Python), SQL scripting, .NET framework (C#), and reporting packages (SSRS, Power BI)
• Proven ability to quickly conceptualize data flows and troubleshooting techniques
• Excellent written and verbal communication skills

What's in it for you:

• Learn by working alongside our experts
• Extended health care and dental benefits
• A retirement savings plan with company contributions
• A suite of Health & Wellness offerings
• Mental Health programs and support for you and your family
• Assistance for the completion of industry designations
• Competitive compensation

At People Corporation we are committed to helping businesses succeed. We are a national provider of benefits, retirement, wealth, wellness, and human resource solutions. Our experts and solutions serve over 20,000 clients representing nearly 3 million Canadians. We offer customized solutions designed to fit the unique needs of businesses and their employees, members and stakeholders.

Providing an inclusive, accessible environment, where all employees and clients feel valued, respected and supported is something we're committed to. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employeehas the opportunity toreach their potential. If you require an accommodation or an alternative format of any posting please reach out to [e-mail]