Application Support Analyst

2 weeks ago


Etobicoke, Canada Red Label Vacations Full time

**Application Support Analyst**

**Position**:Application Support Analyst

**Reports to**:IT Support Manager

**Department**:IT

**Location**:Head Office, Toronto, Ontario (temporarily remote)

**The Opportunity**

**How You Will Be Spending Your Time**
- Investigate and resolve transaction inconsistencies from Online to backend system.
- Log and action incidents from ticketing system in a timely manager. Provide updates, follow up with internal teams, escalate where required.
- Open and monitor Jira tickets that are assigned to Development for bug fixes or Web Application issues.
- Contributes to the development of new ideas, methods and processes for the supported business units
- Leads and/or provides expertise to project teams
- Provide guidance to Business Analyst and other IT staff
- Establish and manage effective test strategy, test plans, test cases and execute test scripts; ensuring business requirements are met in the process
- Occasional after hours support (including evenings & weekends) during implementations
- Some on-call support as required
- All other duties as assigned by management

**The Skills, Experience and Requirements You Need to be Successful**
- Minimum 2 years’ experience in a technical support role
- College or University degree or certificate in Computer Science or equivalent in an IT related field
- Good knowledge of Microsoft Suite of products
- Strong conceptual, analytical, and problem solving skills with the ability to strategize and interpret business objectives and negotiate favorable results
- Ability to provide leadership direction to others with a positive approach to the job, especially during periods of growth and change
- High level of personal energy and ability to maintain that activity level under conditions of time, pressure and stress
- Sensitivity to and skilled in satisfying customer needs and concerns
- Excellent communications skills, both written and verbal (this will involve communicating to business staff, management and executive teams as well as vendors)
- Ability to plan and provide system and functionality demos and presentations
- Very good knowledge of travel systems, and system development life cycles
- Proven ability to effectively manage complex projects and relationships (at strategic organizational levels) in a constantly changing and ambiguous environment
- Strong quality control and user acceptance testing, change management processes knowledge
- Knowledge on how to execute SQL queries and understand/parse XML errors are an asset

The Company values diversity in the workplace and is committed to employment equity. In accordance with the Accessibility for Ontarians with

Disabilities Act (AODA), the company will provide accommodation, accessible formats and communication supports for the interview upon request and we will work with you to meet your accessibility needs.

** **

**Sous la responsabilité de**: gestionaire du soutien Informatique

**Department**: IT

**Emplacement**: Siège social, Toronto, Ontario (temporairement à distance)

**L'opportunité**

**Comment vous occuperez votre temps**
- Rechercher et résoudre les incohérences des transactions entre le système en ligne et le système dorsal.
- Enregistrer et traiter les incidents du système de billetterie en temps opportun. Fournir des mises à jour, assurer le suivi avec les équipes internes, transmettre le cas échéant.
- Contribuer au développement de nouvelles idées, méthodes et processus pour les unités commerciales soutenues.
- Diriger et/ou fournir une expertise aux équipes de projet
- Fournir des conseils à l'analyste commercial et aux autres membres du personnel informatique
- Établir et gérer une stratégie d'essai efficace, des plans d'essai, des cas d'essai et exécuter des scripts d'essai, en veillant à ce que les exigences commerciales soient satisfaites au cours du processus.
- Assistance occasionnelle après les heures de travail (y compris les soirs et les week-ends) pendant les mises en œuvre.
- Assistance sur appel, le cas échéant
- Toutes les autres tâches assignées par la direction

**Les compétences, l'expérience et les exigences dont vous avez besoin pour réussir**
- Au moins deux ans d'expérience dans un rôle de soutien technique.
- Diplôme ou certificat collégial ou universitaire en informatique ou l'équivalent dans un domaine lié à la TI.
- Bonne connaissance des produits de la suite Microsoft
- Solides compétences conceptuelles, analytiques et de résolution de problèmes, avec la capacité d'élaborer des stratégies, d'interpréter les objectifs commerciaux et de négocier des résultats favorables.
- Capacité à donner des directives aux autres en adoptant une approche positive du travail, en particulier pendant les périodes de croissance et de changement.
- Haut niveau d'énergie personnelle et capacité à maintenir ce niveau d'activité dans des conditions de temps, de pression et de stress
- Sensibilité et ap


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