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Application Support Analyst

4 months ago

Regina, Canada Visionpool Business Services Full time

Visionpool Business Services is hiring a REMOTE Application Support Analyst.

**Description of duties**:

- provide second level support for incidents originating operations and other business teams.
- monitor the incoming incident queue and work with multiple support and development team members to resolve the issue in a timely fashion.
- provide analysis and documentation of investigation and findings.
- route on-going incidents to the appropriate team.
- be involved in any SEV 1,2 high priority issues and any subsequent RCA's (root cause analysis).
- monitor production systems (online and batch) for alerts and errors - provide notification if necessary.
- monitor automated BAU activities.
- create product Features & KB articles as required.
- provide support for system users.
- build and execute SQL queries for fixing data and/or finding data.
- be involved in team meetings and process discussions as required.
- work in a distributed team environment.

**Demonstrated Knowledge and Experience with**:

- multiple product/project teams to analyse and troubleshoot customer/employee facing issues
- the creation, optimization and execution of SQL scripts
- releases and release coordination activities
- documenting knowledge articles related to outstanding product defects and workarounds
- monitoring production alerts and actioning as required
- creating and executing data queries
- working in a distributed team environment
- good understanding of testing principles and concepts
- hands on experience with large business system software
- relating system logs and alerts to user outages
- working with databases such as Oracle
- working within company Security policies and Standards
- SQL
- Service Now
- Creating/documenting Change tickets
- Creating stories in JIRA
- Querying data from multiple databases