Application Support Analyst

1 week ago

Woodbridge, Canada 407 ETR Full time

Position Responsibilities:

- Ensure all incidents are addressed, updated, and closed following predetermined Service Levels, Incident, and Problem Management processes
- Demonstrated success in creative problem solving, finding viable alternative solutions, and documenting those solutions
- Demonstrate a commitment to knowledge-centered support principles
- Provide technical expertise to internal customers through collaboration with the end-user community for clarification of requirements and the communication of solutions
- Verify the completeness and integrity of incident updates and solutions provided by third party support partners
- Work with the IT Team to ensure a smooth support transition from Delivery to Operations.
- Participate in validations activities related to patching, maintenance, and deployments.
- Effectively communicate to the business process owner, product owner and management

Profile:

- Ability to take a business-centric and holistic approach in delivering support
- Comfortable working in a production environment requiring 24x7 support and being part of an on-call rotation
- Excellent verbal and written communication skills to ensure issues and resolutions are understood and translated accurately
- Values an environment where business process knowledge is equally as important as technical knowledge
- Self-directed and able to use online training and documentation to learn about existing software features and develop new guidelines for others on the team
- Ability to learn new concepts, systems, and software independently and quickly
- Ability to build strong relationships
- Ability to follow processes and guidelines
- Aptitude for mentoring and assisting team members

Professional Experience & Education
- Bachelor’s Degree in Computer Science, Computer Engineering or equivalent training or experience
- 2+ years working experience with ServiceNow or comparable IT Service Management toolsets
- Past experience working in Agile or Kanban environments
- 2+ years practical experience of SalesForce
- SAP experience is a plus
- 3+ years of scripting (Unix, Perl scripting, JSON )
- 3+ years of working knowledge of relational databases (SQL SERVER, Oracle, etc)
- Knowledge of Service-Oriented Architecture (SOA), Enterprise Service Bus (ESB) & ActiveMQ
- Familiar working with Monitoring tools like Thruk, UIM, or AppDynamics.
- Good understanding of AWS Services: IAM, API Gateway, Cognito, Lambda, S3, SNS/SQS, EC2, VPC and networking, Cloudformation a plus.
- Understanding of DevOps and CICD pipelines
- 3+ years of working knowledge of Database services like DynamoDB
- Exposure to data visualization techniques and data analytics like UDP, Splunk

Our Offer
- 407 ETR usage (taxable benefit)
- Competitive salary, bonus structure
- Competitive vacation package
- Community culture
- Continued education budget
- Expect excellence: Collaborative team, learn, and grow with a high-performance team.

407 ETR's Information Technology division is responsible for the infrastructure and software to enable the efficient operation of the highway-including toll capture, account management, financials, and data storage/analytics-as well as customer services including call-center, web, IVR and supporting workflows.

Delivery is accomplished using an Agile-Scrum approach, including self-organization, short iterations, strong collaboration, and dedicated teams in scrum rooms.

About 407 ETR

Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area in Ontario, Canada. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.

407 International Inc. is the sole shareholder of 407 ETR and is owned by:

- Canada Pension Plan Investment Board (CPP Investments) through indirectly-owned subsidiaries (50.01%);
- Cintra Global S.E. which is a wholly-owned subsidiary of Ferrovial S.A. (43.23%); and
- AtkinsRéalis, formerly known as SNC-Lavalin (6.76%).

Learn more at


Note: _At 407 ETR, we are committed to fostering a diverse, equitable, and inclusive work environment. We value the unique perspectives and backgrounds of all individuals, and we firmly believe that our individual differences make us stronger as a whole._
- Our commitment to inclusion extends beyond recruitment and encompasses an inclusive workplace culture through raising awareness, ongoing training, and encouraging feedback. We aim to create a safe and supportive environment where all employees can thrive._

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