Cloud Support Analyst

4 weeks ago


Vancouver, Canada Zafin and Fasken Martineau DuMoulin LLP Full time

What is the opportunity?

Reporting to the Senior Manager, Cloud Support Americas, theCloud Support Analyst. You will communicate and collaborate on service requests/incidents raised by/for our customers. You will learn and understand how our SaaS services are delivered on the cloud and learn and understand our product from a functional and integration perspective. You will be customer facing and part of a collaborative cross-functional team delivering value to the customer. The role requires a high degree of proactivity while working with our customers. Process adherence, on-time responses, follow-up, and collaborative communication is required to be successful in this role.

Location: Toronto, Ottawa, Vancouver

What will you do?

  • Support and align efforts to meet customer needs as a part of software application support.
  • Work with Senior team members to learn, review and assess product capabilities & their integrations.
  • Get to the root cause of problems of various levels of complexity ranging over multiple systems.
  • Identify repeatable problems and work with the Systems team to propose ways to automate them.
  • Prioritize issue resolution according to the impact on the business, delegate support work.
  • Facilitate issue resolution also when requiring cross-functional alignment.
  • Provide technical solutions and liaise with the product development team during critical production outages
  • Manage the remediation tasks following critical outages, to avoid repeat failures
  • Understand and be equipped to perform an application deployment in a manual mode.
  • Perform acceptance verification on software being deployed into a customer SaaS environment.
  • Create and review change management documentation and execute change management procedures.
  • Create and review operational run books and help develop product and customer knowledge base.
  • Collate and review data required to support compliance and governance processes.
  • Prepare, participate, and present in status, governance meetings with customers.
  • Adhere to support process defined for customer services.

What do Ineed to succeed?

Must have:

  • Bachelor’s degree in Computer Science, Engineering, or equivalent experience.
  • 3 years of experience working in providing application support or software development or software QA
  • Strong experiencein databases and able to leverage your strong SQL skills as part of your investigation techniques for issue resolution and fixes.
  • Familiarity/experience with:
  • process methodologies used in software industry
  • ticketing tools such as Zendesk, ServiceNow or Jira.
  • Strong, clear, and concise written and verbal communication skills with ability to communicate effectively at all levels of the organization.
  • Detailed oriented and excellent problem-solving skills with ability to conceptualize and articulate new approaches and solutions.

Nice to have:

  • Certification in Azure
  • Familiar with products used by financial institutions in a similar space.
  • Knowledge in Java or any other programming languages.
  • Experience inautomation of repeatable processes.
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