System Support Analyst

Infotek Consulting Inc.; Toronto; Hybrid; CAD 65,000 - 90,000; Full time

Job summary

Infotek Consulting Inc. is seeking a System Support Analyst for a 1-year contract with a strong possibility of extension. The role is hybrid with four days on site in Downtown Toronto, requiring hands-on application support across core business applications and collaboration with business users.

You will triage tickets in Jira, investigate root causes, coordinate with vendors and development teams, and help produce documentation and guides to improve stability and user experience.

Qualifications

• Hands-on application support / application analyst experience.
• Strong problem-solving and investigative skills with the ability to make sense of complex information.
• Excellent communication and interpersonal skills.
• Ability to quickly learn new business processes and technologies.
• Experience working with business users, vendors, and technology/development teams.
• Experience with Jira or similar ticketing systems.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Post-secondary education in Computer Science, Information Systems, Technology, or a related field.

Responsibilities

• Provide application support across business applications, including Salesforce, Microsoft Dynamics, Charles River, Microsoft Power Apps, and W360.
• Triage and manage incoming support tickets through Jira.
• Investigate application issues, identify root causes, and coordinate resolutions with vendors and development teams.
• Work closely with business users to understand issues, requirements, and process impacts.
• Participate in projects, enhancements, upgrades, and initiatives, taking ownership of assigned tasks through implementation.
• Support testing, releases, and successful transition of changes into production.
• Troubleshoot application issues after hours when required.
• Create and maintain support guides, troubleshooting documentation, and process documentation.
• Collaborate with business and technology stakeholders to improve application stability and user experience.

Skills

Application support

Problem solving

Communication

Independent work

Vendor coordination

Ticketing systems

Learning new tech

Education

CS/IS/Tech degree

Tools

Jira

Salesforce

Microsoft Dynamics

Microsoft Power Apps

Charles River

W360

SQL

Job description

We are looking for a System Support Analyst for a 1 year contract with high possibility of extension. Role is hybrid with 4 days a week on site in Downtown Toronto.

Responsibilities

• Provide application support across business applications, including Salesforce, Microsoft Dynamics, Charles River, Microsoft Power Apps, and W360.
• Triage and manage incoming support tickets through Jira.
• Investigate application issues, identify root causes, and coordinate resolutions with vendors and development teams.
• Work closely with business users to understand issues, requirements, and process impacts.
• Participate in projects, enhancements, upgrades, and initiatives, taking ownership of assigned tasks through implementation.
• Support testing, releases, and successful transition of changes into production.
• Troubleshoot application issues after hours when required.
• Create and maintain support guides, troubleshooting documentation, and process documentation.
• Collaborate with business and technology stakeholders to improve application stability and user experience.

Must Have

• Hands-on application support / application analyst experience.
• Strong problem-solving and investigative skills with the ability to make sense of complex information.
• Excellent communication and interpersonal skills.
• Ability to quickly learn new business processes and technologies.
• Experience working with business users, vendors, and technology/development teams.
• Experience with Jira or similar ticketing systems.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Post-secondary education in Computer Science, Information Systems, Technology, or a related field.

Nice to Have

• Experience in financial services, wealth management, or asset management.
• Experience with Salesforce, Microsoft Dynamics, Microsoft Power Platform, Charles River, or W360.
• Knowledge of SQL.
• Programming or scripting experience.
• Experience supporting enterprise business applications and integrations.

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