Analyst, Application Support

3 weeks ago

Ontario, Canada Ontario Health Full time

Want to make a difference in your career? Consider this opportunity.

Here is what you will be doing:
- Review, clarify, verify, record, categorize, prioritize, solve and/or track the most critical escalated incidents and service requests.- Documents all interactions and resolutions for every incident or service request both for internal and external documentation.- Strives to ensure Service Level achievement and continuous improvement.- Take on special projects such as data analysis and complex data clean up initiatives, financial incident analysis.- Ensures PHI/PI is protected in all circumstances adhering to all policies and procedures.- Keeps the customer informed on the status/progress of their incidents as well as monitors the escalation process to ensure procedures are followed and timelines are met.-
- Plans for new modules, customizations and integration work.-
- Where applicable will train staff in the use of the new functionality being released to production.

Here is what you will need to be successful:
Education and Experience- 3-5 years’ experience in IT Service - Help Desk/Customer Service supporting ERP Applications.- Experience managing customer tickets and supporting incidents and triage resolution.- Experience with ERP Functional Support and Systems Administration, preferably Microsoft Dynamics GP and Quadrant.- Experience with Payroll is an asset.- Experience in Health Care environment/support is an asset.- ITIL V3 foundation and/or practitioner certification is an asset.- Understanding of the Software Development Life Cycle (SDLC).

Knowledge and Skills- Ability to communicate technical solutions to non-technical users.- Ability to work in a team environment to share knowledge and resolve tickets and incidents.-
- Proven diagnostic, analytical, and problem-solving skills independently and as a team.- Must be highly organized and able to be flexible when there are competing priorities.- Ability to work with and provide support to business and technical teams within Ontario Health such as Business Analysts and Leads, Development, QA Testers, Release Management and IT staff.- Strong interpersonal, communication skills (both verbal and written) to successfully interact with a variety of audiences.- Strong written and oral communication skills - must be able to communicate with both the business stakeholders and technical support team (i.e. IT administrators) that supports the ERP/Quadrant systems.- A team player and self-learner, capable of working independently on assigned tasks and collaborating appropriately with all team members when required.- Proven analytical and problem-solving ability.- Detail oriented.- High-level understanding of Database concepts, preferred.- Proficient in MS Office (including O365).- Understanding of Quality Assurance and Testing protocols. Ability to create and manage QA test cases.

Employment Type: Permanent Full Time

Paygrade and Zone: 4A

All applicants must be a resident of Ontario to be considered for roles at Ontario Health.

Internal Application Deadline Date: February 28, 2023

Note: As part of the initial recruitment screening process, applicants must confirm that they are fully vaccinated against COVID-19. If applicants are not fully vaccinated, they will be required to identify any accommodation needs pursuant to a protected ground under the Code. Applicants who identify an accommodation need will be required to provide supporting documentation with respect to their need for accommodation when requested by Ontario Health. If no such accommodation is identified, the applicant will not be eligible to proceed through the recruitment process.

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