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Application Support Analyst

4 weeks ago

SaintLaurent, Canada Goodfood Market Corp. Full time

**Goodfood** (TSX:FOOD) is a leading meal-kit service in Canada, delivering fresh meal solutions that make it easy for members from coast to coast to enjoy delicious meals at home every week. Goodfood’s mission is to make the impossible come true, from farm to kitchen, by enabling members to do their weekly meal planning and grocery shopping in minutes. Goodfood members get access to a unique selection of products online as well as exclusive pricing made possible by its world-class direct-to-consumer fulfillment ecosystem. Goodfood currently has more than 300,000 active subscribers and over 3000 dedicated and passionate employees across Canada.

We work on a range of interesting and challenging problems and you should feel comfortable tackling any production issues as well as back-end or front-end development tasks.

**Responsibilities**:
As an Application Support Analyst, you will play a crucial role within our production support team, reporting to the Cloud Operations & Cybersecurity Manager. You will work alongside Helpdesk Supports and full-stack developers, tackling complex issues and ensuring our eCommerce platform runs smoothly.
- L2/L3 E-Commerce Application Support.
- L1/L2 ERP Functional Support (Dynamics).
- Flexibility regarding working hours (on-call rotation schedule - 4 days every 3 to 4 weeks).
- Provide initial triage, Investigate and resolve production incidents.
- Maintain an accurate record of open incidents.
- Work and communicate with users to understand the issue and impact and escalate as required for critical issues
- Deploy automated code to production.
- Analyze, design, code, and maintain existing functionalities.
- Perform unit testing to ensure feature quality.
- Maintain thorough and clear documentation for both development processes and operational procedures.
- Automation opportunities to streamline repetitive tasks and improve overall efficiency.

**KPIs**:

- Ticket Resolution:

- Level 2 (App Support - P2/P3) Ticket Resolutions: Average resolution time

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