Application Support Analyst

3 weeks ago

Toronto Ontario, Ontario, Canada GorillaWorks Full time

GorillaWorks is seeking a talented Application Support Analyst to join our dynamic team


Role Overview:

As an Application Support Analyst, you’ll report to the Senior Product Manager and play a key role in resolving user-reported application issues. Your responsibilities will include investigating problems, identifying root causes, and collaborating with our support team to implement effective solutions. You’ll manage the end-to-end issue resolution process, ensuring timely updates for users and escalating critical issues as needed.


Key Responsibilities:

  • Prioritize and resolve user-reported application issues swiftly and effectively.
  • Conduct thorough investigations to replicate problems and identify root causes.
  • Collaborate with the support team to develop and implement robust solutions.
  • Provide clear, timely updates to users regarding issue status and resolution timelines.
  • Facilitate open communication within the team and with external stakeholders.
  • Document resolution processes and outcomes for continuous improvement.
  • Engage in regular team meetings to discuss challenges and strategies for enhancing application stability and user satisfaction.
  • Identify and escalate critical issues requiring immediate attention or higher-level intervention.
  • Coordinate with other IT departments for issues beyond the support scope.
  • Monitor the impact of issues on system performance and user experience.


What You Bring:

  • Experience: Minimum of 3 years as an Application Analyst or Business Systems Analyst, with at least 3 years of experience working in Agile environments.
  • Education: Bachelor's degree in Computer Science, Computer Engineering, or a related field.
  • Certifications: CSM or CSPO certification is a plus.


Skills:

  • Proficiency in SQL and relational databases, with a solid understanding of data models and entity relationships.
  • Strong problem-solving and analytical abilities.
  • Excellent verbal and written communication skills, able to engage both technical and business stakeholders.
  • Experience with executive stakeholders and web-based SaaS products for B2B and B2C users.
  • Nice to Have: Knowledge of the staffing or contingent workforce industry.


Perks & Benefits:

  • Work-Life Harmony: Flexible work arrangements to support your personal and professional balance.
  • Agile Environment: Collaborate within dynamic scrum teams tackling exciting projects.
  • Career Growth: Access to continuous learning and advancement opportunities.
  • Educational Support: Financial assistance for courses, certifications, and ongoing education.
  • Competitive Salary: Regular performance reviews and merit-based pay increases, alongside generous vacation packages.
  • Comprehensive Benefits: Health, dental, and life insurance packages.
  • Community Impact: Engage in local initiatives through employee-led fundraising events.

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