Application Support Lead Analyst

2 weeks ago


Winnipeg, Manitoba, Canada Johnston Group Full time

Johnston Group provides employee benefit solutions to over 30,000 companies, ranging from one employee to thousands across various product lines, including Chambers of Commerce Group Insurance Plan, Canada's #1 employee benefits plan for small businesses. JG is a platinum member of _Canada's Best Managed Companies_ and was named one of _Manitoba's Top Employers_. We support a positive work atmosphere where we value the diversity in the people we serve and are looking for talent who will contribute to our diverse and inclusive workplace; where individual differences are recognized, appreciated, and respected. JG believes in giving back and contributes significantly to local health, arts, sports, and other community organizations.

Other duties will include tracking and reporting on incoming requests. You'll continually update your knowledge on products and feature releases and take steps to identify opportunities for improvement. You will oversee off-hours on-call support schedules, onboard new team members, and monitor response performance. You'll assist in the development of support materials to help reduce user issues.

You will be expected to lead by example, organize work, handle escalations, help with ad hoc projects, and train staff.


Qualifications:

  • Proven leadership skills
  • Strong problem solving and communication skills, both oral and written
  • Strong analytical skills to investigate and resolve support tickets
  • Highly organized and able to multitask efficiently under time pressure
  • Able to assimilate information rapidly by communicating with users and/or developers, reviewing logs, and reviewing data


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