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RQ08467 - Application Support Specialist - Senior

7 hours ago

Toronto, Canada Rubicon Path Full time

RQ08467 - Application Support Specialist - SeniorJob Openings RQ08467 - Application Support Specialist - SeniorAbout the job RQ08467 - Application Support Specialist - SeniorDescriptionResponsibilities:Under the direction of the Senior Technical Manager and the Project Manager, this role will be part of the Education Capital Information System (ECIS) project team that will be asked, amongst other things, to ensure exceptional a customer first attitude throughout their day-to-day activities.Responsible for providing support to ECIS end users via email, support tickets and phone calls in both English and FrenchManagement and reporting of Help Desk ticketsEscalating tier 2 and tier 3 support issues, and follow up as requiredBuilding and management of core help desk support knowledge basePrepare test materials, conduct QA and regression testing of defect fixes and change requests as required.Provide support to the business team by walking through delivered defects and change requests.Work within established configuration and change management policies to ensure awareness, approval and success of changesCollaborate with internal stakeholders to develop and maintain project documentationDirectly supporting ECIS TRIRIGA team and building TRIRIGA application subject matter expertiseExperience with IBM TRIRIGA Applications and/or other related IWMS systemsDirect technical COTS application customer support experienceFamiliarity with agile teams and methodologies and tools, including JIRAAbility to work independently and work across an integrated project teamAbility to handle client relationships to manage expectations, provides updates as required, identifies potential conflicts between project and functional areasAbility to promote I&IT best practices and adherence to standard methodologiesSkillsExperience and Skill Set RequirementsDemonstrates experience with the Software Development Life Cycle (SDLC);Demonstrates experience working with business/system requirements (e.g. providing inputs for changes to requirements, change requests, project artifacts, requirement gathering sessions)Demonstrates experience preparing and conducting functional testing (e.g. QA, SIT, UAT) including defect retestingExperience with providing help desk support to ends users for IT applicationsA proven track record in creating and maintaining documentation, such as project deliverables, defect reporting/management, service tickets, and customer communicationsCommunication Skills - 30%Possess exemplary written and verbal communication skills in EnglishPossess a working proficiency level in French (reading, writing, oral interaction)Experience working and effectively communicating with both IT project teams and business usersOutstanding interpersonal skills with the ability to create and maintain professional relationships with colleaguesOther Key Skills - 20%Demonstrated ability to operate in a dynamic, fast-paced environment with a high degree of professionalismMust be able to work in a team environment and proactively assist othersExperience with IBM TRIRIGA would be considered an asset; however experience with other enterprise-class IWMS programs may be consideredPublic Sector Experience - 10%Previous public sector experience in an organization of equivalent size and complexity to the Ontario Public ServicePrevious experience with capital asset management would be considered an assetMUST HAVES:Demonstrates experience preparing and conducting functional testing (e.g. QA, SIT, UAT) including defect retestingExperience with providing help desk support to ends users for IT applicationsPossess a working proficiency level in French (reading, writing, oral interaction)Experience with IBM TRIRIGA Applications and/or other related IWMS systemsExperience working and effectively communicating with both IT project teams and business users #J-18808-Ljbffr