ServiceNow Application Support Analyst
2 weeks ago
We are looking for a highly skilled Senior Application Support Analyst for a 12-month contract assignment to provide advanced (Level 2/3) support for a portfolio of critical applications used by our business unit. In this role, based in Calgary, you will maintain the functionality, security, and compliance of approximately 90 applications, contribute to roadmaps, support disaster recovery plans, and ensure adherence to best practices in application lifecycle management. A comprehensive understanding of industry-specific business processes is essential to drive efficient and effective service delivery.
Key Responsibilities:
- Security and Compliance: Understand, adhere to, and communicate security policies to ensure compliance across all applications. Identify and manage security exceptions and non-compliance issues.
- Application Support: Collaborate with the team to provide daily Level 2/3 support for approximately 90 applications, ensuring their integrity and security.
- Database Management: Utilize expertise in Oracle and SQL environments to write SQL queries, perform standard backup and recovery procedures, and implement encryption for data at rest.
- Issue Escalation: Proactively identify and escalate issues when necessary to ensure timely resolution.
- Architectural Development: Create and update architectural diagrams for SaaS, vendor-hosted, desktop, and internally developed applications; perform risk assessments to ensure compliance.
- Cloud Application Management: Support applications hosted in cloud environments (SaaS) and communicate effectively with vendor support teams.
- Knowledge Management: Develop and maintain comprehensive documentation and knowledge articles for internal teams and the service desk.
- ServiceNow Management: Update and maintain data in ServiceNow, including application information, topology, and CMDB database entries. Resolve application vulnerabilities identified in ServiceNow.
- Team Collaboration: Provide backup support during team absences and foster collaboration across multiple teams.
- Finance Application Support: Experience in supporting finance applications is .
Qualifications:
- Education: Bachelor’s Degree or Diploma in Computer Science or a related field.
- Experience: Minimum of 5 years in application support, with strong knowledge of service models and a commitment to continuous improvement.
- Technical Expertise: Proven experience in application lifecycle management and familiarity with Oracle and SQL databases.
- Skills: Excellent communication and problem-solving skills, strong leadership abilities, and the capacity to work effectively in a collaborative, team-based environment.
- Professional Attributes: Demonstrated professionalism, a willingness to continuously learn, and the ability to champion change within the organization.
Contract Details:
- Assignment Duration: 12 months
- Work Location: Calgary
- Work Schedule: Monday - Friday
Please note that this position does not offer relocation assistance.
Join us in this dynamic role to ensure the reliability and efficiency of our business-critical applications while driving continuous improvement and innovation
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