Application Support Analyst

5 months ago

Toronto, Canada iA Groupe financier iA Financial Group Full time

**Description of Responsibilities**:

- Provides the Tier 2 Help/Service Desk support, as well as coordinates and facilitates Incident Management, works with IT to deploy changes to the production environment, and engages 3rd party providers contracted to iA during an incident.
- Provides initial triage, investigation and ensures fast turnaround times on issue/incident resolution, collaborates and engages with the appropriate areas across iA Wealth.
- Supports and adheres to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) required for all partners internally and externally.
- Coordinates with Product Managers, IT, departmental leaders and vendors to resolve complex issues/malfunctions, responsible for the following: Defining and scoping the issue.
- Analyzing the problem and identifying root case.
- Conducting an options analysis of potential solutions, with a recommendation.
- Presenting to management for decision/direction.
- Planning the solution determined by management.
- Maintains working knowledge of interfaces and integration.
- Maintains working knowledge of integrated tools and processes.
- Conducts or coordinates usability testing and focus groups, where applicable.
- As part of systems testing and implementation, support service readiness and acceptance efforts.
- Supports deployment activities, managing implementation issues to resolution.
Create bug-fix and enhancement tickets for Agile Dev teams and assist with QA as required.
- SME support on projects/ongoing improvement initiatives.
- Provides support to the Product Manager(s) for projects, or initiatives impacting operations.
- Provides regular status reports to the department and/or Product Manager, including the completion of metrics as part of a Daily Management System (Lean Methodology).
- Develops or supports development of a disaster recovery strategy and recovery plans, as well as testing recovery procedures on an annual basis.
- Identifies opportunities to strengthen the operational capability, such as: sharing expertise to promote development, mentoring employees, building communities of practice and networks across business & technology.

Develop documents and revise system design procedures, test procedures, and quality standards, including working on development projects.
- Supports the vendor management through inputs to the vendor scorecard (if applicable) including performance against contractual SLAs or parameters and identifying/tracking thematic issues or opportunities.

**Skills & Qualifications**:
University Degree in a relevant field, or equivalent experience.
- Knowledge of support and operations practice, concepts, and technology obtained through formal training and/or work experience.
- Knowledge of principles and processes for providing support services (user needs assessment, meeting quality standards for services, and evaluation of user satisfaction).
- Understanding of Information Technology operating processes used for systems to ensure effective delivery.
- Technical and/or business functional knowledge of systems, tools, timing, and dependencies.
- Excellent problem solving, communication and time management skills are a must

**Company Overview**:
**About**:
iA Financial Group is the strength of a company with a human side, with its over 8,000 employees. Together, we have earned the trust of our more than four million clients and 50,000 advisors who have chosen us for their insurance, savings, and wealth management.

With over $200 billion in assets and half a billion invested in technological innovation, we’re a key player in the financial services industry in Canada and the United States. The secret to our success? Investing in you, one person at a time. Because, for over 125 years, we have believed that it’s by supporting our employees and surrounding ourselves with the most reputable leaders in the industry, we will continue to innovate.

At iA, we’re invested in you.

**Our commitment to Diversity and Inclusion**:
At iA Financial Group, we support and celebrate diversity. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.

Please note that if you need help or assistance to make the recruitment process more accessible for you, please contact us here. Someone from our team will be happy to assist you.

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