Application Support Specialist

1 week ago

Québec, Quebec, Canada MNP Full time

About MNP

MNP is a leading national accounting, tax, and business advisory firm in Canada. We provide business strategies and solutions to our clients, helping them thrive in a rapidly changing market.

Job Summary

We are seeking an experienced Application Support Specialist to join our Technology - Operations team. As a trusted advisor, you will support, utilize, and maintain MNP's technology to ensure smooth IT operations, enabling team members to work efficiently and effectively.

Key Responsibilities

  • Provide support for MNP's internally developed Practice Management system, ensuring seamless functionality and user experience.
  • Understand product functionality from a user's perspective, focusing on the preparation of files and client deliverables, and identify areas for improvement.
  • Evaluate and identify issues in user requests, collaborating with product leaders and developers to resolve errors and enhance user education.
  • Communicate bugs, user experience challenges, and potential areas for process improvement to the development team.
  • Document issues and solutions, working alongside our Development team and vendors to implement improvements.
  • Identify product functionality and user education gaps, and escalate problems in a timely manner.
  • Build trust with internal users by consistently demonstrating a high level of expertise and professionalism.
  • Ensure that the content and functionality within applications accurately reflect the specifications provided by various groups within the Firm before product releases.
  • Confirm that bugs and other issues are resolved by the development team.
  • Document resolutions to recurring issues or workarounds in the knowledge base.
  • Assist in the creation of release notes, training documentation, and delivery of training to end users.

Requirements

  • At least two (2) years' relevant experience in a public practice administrative or professional services.
  • Technically savvy, with a strong ability to learn applications and systems quickly.
  • Extensive experience gathering requirements and feedback from users.
  • Service-oriented with a professional demeanor, committed to responding to customer inquiries promptly.
  • Fluent in French and English (oral and written) with excellent communication skills.
  • Strong computer literacy including effective working skills of Microsoft Word, Excel, and PowerPoint.

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