Senior Systems Support & Incident Lead

CoFoMo Inc.; Montreal (administrative region); Hybrid; CAD 90,000 - 110,000; Full time

Job summary

CoFoMo Inc. in Montreal, Canada, seeks an experienced professional to provide functional and application support for site systems, including incident management, problem analysis, diagnosis of causes and coordination of their resolution.

You will track incidents, service requests, and evolution requests, analyze fixes, collaborate with IT teams and vendors, participate in testing and release, and manage access and documentation.

Qualifications

• Bachelor's degree in a relevant field or equivalent experience
• Minimum of six years of experience in functional and application support for information systems
• Strong analytical, diagnosing and problem-solving skills
• Experience in incident management and coordination
• Master application systems, integrations, data flows and digital architectures
• Demonstrate leadership, autonomy, rigor and collaboration
• Knowledge of Agile work tools such as Jira and Confluence

Responsibilities

• Provide functional and application support for site systems, including incident management, problem analysis, diagnosis of causes and coordination of their resolution
• Track, prioritize, and coordinate incidents, service requests, and evolution requests
• Perform required functional analyses and recommend fixes or solutions
• Collaborate with IT teams, vendors, and users to resolve application issues
• Participate in system maintenance, evolution and continuous improvement activities, including testing and release
• Administer system access, settings, and reference data
• Produce and maintain functional documentation, procedures and working methods
• Accompany users, provide the required support and contribute to training and knowledge transfer activities
• Contribute to the planning and execution of functional and integrated testing
• Follow up on patches, deliverables, and actions resulting from incidents or evolution work
• Produce analyses and performance indicators related to service quality and system stability
• Identify operational irritants and recommend improvements to increase reliability, performance and efficiency
• Contribute to prevention and resolution of recurring issues to improve user experience

Job description

CoFoMo Inc. in Montreal, Canada, seeks an experienced professional to provide functional and application support for site systems, including incident management, problem analysis, diagnosis of causes and coordination of their resolution.

You will track incidents, service requests, and evolution requests, analyze fixes, collaborate with IT teams and vendors, participate in testing and release, and manage access and documentation.