Application and System Support Analyst

2 weeks ago

Toronto Ontario, Ontario, Canada Dream Payments Full time

About Dream Payments:

Dream Payments is a venture funded, FinTech company offering cloud payments solutions to financial institutions and insurance companies, enabling them to provide frictionless digital and mobile payment services to their end customers. Our mission is to simplify the world of payments for our clients and their end customers, and we offer an omni-channel digital claims payment solution for insurers.


Here's how you’ll contribute to the team and customer success:

Dream Payments is expanding and looking to add an Application & System Support Analyst to join our team on a permanent, full-time basis. As a member of our Production Operations team, this individual will report to the Production Operations Lead and work closely with our client delivery and engineering teams as well as the client support staff to manage and support our live solutions.


If you have an aptitude for growth and learning in the payment solutions field please apply


Key Responsibilities


Incident Management

  • Communicate with the client support staff and management.
  • Coordinate and work with the team to troubleshoot issues.
  • Develop a good understanding of how system components interact.
  • Develop a good understanding of application functionality and use cases.


Continuous Improvement

  • Identify gaps or areas of weakness in the overall production support system, processes, or applications and suggest improvements by defining the problem and describing the benefits that can be realized through an improvement.
  • Oversee and champion any improvements, communicating the needs and benefits to the broader team.


Change Management

  • Help to plan, manage, and communicate future changes.
  • Coordinate team efforts in preparing for the upcoming change (dev/dev ops/QA).
  • Help validate changes in Staging and in Production environments.
  • Help in debriefing past changes and search for improvements in the process.


On-Call Support

  • Be part of an on-call rotation providing business application support.


Reporting

  • Produce periodic reporting for internal use and for clients.


Documentation

  • Update and create process documentation for production support.


Competencies

  • Strong problem-solving and troubleshooting skills.
  • Excellent interpersonal skills.
  • Self-starter while working well in a strong team environment.
  • Strong organizational skills.
  • Proactive, strategic and process oriented with a commitment to quality, efficiency and effectiveness.
  • Establish and maintain effective working relationships with coworkers and external clients.
  • Strong written and verbal communication abilities.
  • Ability to manage multiple priorities and projects.
  • Excellent time management and organizational skills.
  • Detail-oriented with commitment to accuracy and quality.
  • Maintain composure under pressure.
  • Work independently with minimum supervision while prioritizing workloads to meet deadlines.


Professional Skills

  • Education background in computer systems and/or engineering considered an asset.
  • Minimum of 2 years’ experience working on a team responsible for software development, delivery, or support.
  • Technical Aptitude (understanding of how software systems interact and function).
  • Strong Microsoft Excel skills.
  • Previous application or system support experience is an asset.
  • Previous development or DevOps experience is an asset.
  • Previous experience as a Business Analyst or Business Systems Analyst is an asset.
  • Knowledge of AWS or cloud architecture is an asset.
  • Payment applications / systems / solutions experience is an asset.


We thank all applicants for their interest, but only those selected for an interview will be contacted.

Dream Payments is an equal opportunity employer. We value diversity and strive to create an inclusive and supportive work environment for all employees. We welcome applications from people with disabilities – accommodations are available upon request for candidates taking part in all aspects of the selection process.

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