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Senior Application Support Analyst
4 months ago
Monday, May 13, 2024
WHO WE ARE
HomeEquity Bank is a Schedule 1 Canadian chartered bank and the leading national provider of reverse mortgages, with a growing portfolio. As the only bank solely dedicated to serving homeowners 55 and up, we’re passionate about helping Canadian homeowners live retirement on their terms. We live that commitment every day, witha range of reverse mortgage solutions that include our flagship CHIP Reverse Mortgage product.
Our Values, Our Passion
At HomeEquity Bank, our values drive and inspire our actions with our customers, our partners and each other.
Courage to Act. Do the Right Thing
One Team. One Vision
Think Long-Term. Ever-Evolving
POSITION SUMMARY
Enterprise Systems is hiring a Senior Application Support Analyst for our growing Business Application Support team. The Senior Application Support Analyst will function as Tier 2 support for business users of HomeEquity Bank's core business systems, conducting detailed troubleshooting and analysis to ensure timely resolution of escalated issues. This role will also be responsible for creating and maintaining support resources in our Business Application Support Resource Centre for end users of our core business systems.
This is an opportunity to build partnerships across all departments at HomeEquity Bank by acting as a subject matter expert in the use of the bank's core business systems for lead management, mortgage origination and mortgage servicing.
MAJOR ELEMENTS OF THE ROLE
Key Responsibilities:
- Provide Tier 2 support for escalated application support issues reported for our lead management and mortgage processing systems, conducting detailed troubleshooting and analysis.
- Collaborate with Tier 1 support analysts to provide guidance and assistance in resolving complex issues.
- Provide backup for Tier 1 Support during absences and high volume support requests to ensure continuous support of users of our core business systems within specified service level agreements.
- Ensure support tickets are actioned and monitored effectively by accurately classifying and documenting resolution actions.
- Escalate critical issues to management and coordinate resolution efforts with technology teams.
- Triage reported issues in the Issue Backlog, working with delivery teams to identify root cause and system fixes as Defects.
- Identify and escalate potential incidents from issues reported in the support queues.
- Identify and analyze recurring issues to recommend opportunities for user training and system improvements.
- Prepare communications on system issues, outages and planned maintenance windows.
- Collaborate with Business Analysts, Developers and Testers to understand system changes to support business users post-implementation.
- Enhance the knowledge base in the Business Application Support Resource Centre with updated system documentation on recent changes.
- Maintain the Business Application Support Resource Centre, providing how to's, FAQs and other support resources.
- Assist the Business Application Support Manager by consolidating metrics on SLAs, volumes and trends of support issues.
- Assist in developing, documenting and maintaining support processes, procedures, and standards for the Business Application Support team.
SKILLS AND EXPERIENCE REQUIRED
Qualifications
- Post-secondary education or equivalent experience in a technology or business support field.
- Proven ability to prioritize and manage multiple issues, analyze root causes, and communicate solutions
- Excellent communication and interpersonal abilities to collaborate effectively with cross-functional teams to respond to inquiries and resolve issues.
- Strong analytical, decision-making and innovative problem-solving skills in technology.
- Ability to thrive in a fast-paced environment and manage multiple priorities, responding to internal customer needs.
- Experience working with Salesforce would be considered an asset.
- Hybrid office environment
WHY WORK AT HOMEEQUITY BANK?
HomeEquity Bank offers a hybrid working environment supported with a culture of flexibility – an approach that is unique to each person, and that enables both business and individual needs to be met in a mutually beneficial way.
We pride ourselves in recognizing and celebrating performance, community service, teamwork, and diversity among our employees.
A Dynamic Culture – With People at the Centre
We believe our people make all the difference; our tireless commitment to inclusivity, professional development, and employee experience has been recognized through awards including the Greater Toronto’s Top Employers 2024,Waterstone Canada's Most Admired Corporate Cultures 2022-2023, the Globe and Mail's Report on Business: Canada's Top Growing Companies 2022 (third year since 2019), Canadian's Mortgage Professional (CMP) Top Mortgage Employer 2023 for the third year in a row and Achievers Top 50 Most Engaged Workplaces 2023.
Growth and Opportunities
We provide challenging and rewarding careers in a wide variety of fields. We continuously develop and train our employees through professional growth opportunities and on-the-job training. We also encourage our employees to develop professionally and personally though a series of career developing programs including our Educational Assistance Program, designed to reimburse costs related to professional learning and development.
Celebrating Great Work and People
We believe in an environment that celebrates success, knowledge, leadership, and work that is inspired by our core values. For these reasons, we have created several programs that make it easy for our employees to say ‘great job’ to their colleagues and leaders.
From our Appreciate Program to the High Five Award Program and President’s Award Program, we recognize professional achievement with a variety of rewards including points towards gift cards, merchandise, and travel experiences, as well as group RRSP/DPSP contributions and more.
Our Community Leadership Program recognizes employees who make a positive impact in their communities through volunteer work with a grant for their charity of choice. Additionally, we provide employees with one paid day off each year to volunteer at their favourite local charity.
The Perks
HomeEquity Bank offers a competitive total rewards package that includes:
- Extended health and dental benefits
- Employee & Family Assistance Program
- Employer-Matched Group Retirement Savings Plan
- Employee Share Investment Plan
- Well-being initiatives including: a wellness account; virtual self-care programs and extended mental health benefits
- Employee corporate discount for GoodLife Fitness
Stay in the Know
Find out what we’re up to online, and learn more about what makes HomeEquity Bank a great place to work:
- 200 Bay St., Toronto, ON M5J 2J1, Canada
