IT Support Analyst

ProViso Staffing; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

ProViso Staffing is seeking a technical support professional in Toronto for a 1-year contract. The role involves managing incidents, collaborating with stakeholders, and ensuring application stability. Ideal candidates should have experience with ticketing systems and possess strong interpersonal skills, making them capable of handling a dynamic work environment.

Qualifications

• 3-4 years of experience in a technical support role.
• Experience with ticketing systems like Jira or ServiceNow.
• Good interpersonal skills and ability to work under pressure.

Responsibilities

• Perform incident management, prioritization, and escalation tasks.
• Partner with stakeholders for application support and monitoring.
• Provide day-to-day support for applications and ensure stability.

Skills

Ticketing system experience

Interpersonal skills

Ability to work under pressure

Technical support experience

Education

Technical education

Tools

Jira

ServiceNow

Job description

Candidate Profile Details:

• Degree/Certifications Required: not required, technical education would be an asset
• Years of experience: 3 to 4 years
• Reason for request/why opened: Mat leave
• % Interaction with Stakeholders: interacting with internal stakeholder for issue resolution
• Project Scope: BAU
• Selling Points of Position: long term contract, Client experience
• Best Vs Average Candidate: ticketing systems (jira, service now). Supporting enterprises.
• How will performance be measured: deliverables

Summary Of Day To Day Responsibilities:

• Perform controlled resolution of incidents and problems including prioritization and escalation liaising with business and technology partners as appropriate

Key Accountabilities:

• Customer: Perform controlled resolution of incidents and problems including prioritization and escalation liaising with business and technology partners as appropriate
• Service applications / systems and provide a level of application/ systems/ operational availability that meets or exceeds established standards/service levels, while minimizing operational risk
• Partner with key stakeholders to schedule packaging and release new applications in a timely manner; reduce change execution times by planning implementations with parallel work streams
• Continuously strive to improve the stability of production environment by partnering closely with key stakeholders on setting up, maintaining and monitoring applications/systems, ensuring availability targets are met
• Provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction
• Partners with relevant teams to schedule packaging and release new applications in a timely manner; reduces change execution times by planning implementations with parallel work streams where possible
• Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicate project status and provide timely escalation of issues to ensure project objectives are met
• Deliver effective and defect-free support (application, software and/or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation
• Interact with clients to provide quality service/solutions consistent with objectives and client requirements
• Design, review, and integrate all application requirements, including functional, security, integration, performance, quality, and operations
• Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity
• Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area
• Schedule changes to supported components in accordance with the approved change management procedures; implement changes with proper testing, stakeholder signoff, monitoring and with minimal impact to the business
• May develop a working relationship with 3rd party vendors as required to fulfill support requirements
• Act as partner in scheduling, packaging and releasing new applications and manage all application releases according to approved governance and gating criteria
• Develop understanding of technical aspects of project / break-fix development related to the application and provide advice/guidance to Developers and Solution Designers
• Responsible for incident management (2nd level), monthly maintenance, state of health monitoring, and SLA maintenance
• Provide effective day-to-day production support for applications through accurate problem identification and timely resolution of production issues
• Perform incident management role (communicator, tracker, escalator, driver, etc.) for outages; communicate to clients during service outages
• Improve stability of the production environment by assisting in setting up, maintaining and monitoring applications/system

Must Have:

• Ticketing system experience (jira/service now).
• Good interpersonal skills.
• Ability to work under pressure/working in a team based environment.
• Batch processes (remote machines). Understanding batch processes.
• Tech support exp

Nice To Have:

• Corporate level experience

Job Details

13339

Contract

1 year

Toronto