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Senior Application Support Analyst

2 months ago

Mississauga, Ontario, Canada Axelon Services Corporation Full time

Axelon Services Corporation is seeking a skilled Senior Application Support Analyst

This position operates on a Hybrid Schedule, requiring reliable internet access, a computer, and a mobile device for remote connectivity to client systems.

In-office attendance is expected three days a week, contingent on team needs.



Role Overview:
The Senior Application Support Analyst is a highly experienced professional role.

This position involves applying extensive knowledge to enhance processes and workflows within the function.

The analyst integrates subject matter expertise with industry insights in a defined area.

A deep understanding of how various areas work together within the sub-function is essential, as well as contributing to the overall objectives of the business.

The role requires evaluating complex issues with significant potential impact, necessitating a careful assessment of various alternatives and balancing conflicting situations using diverse information sources.

Strong analytical skills are crucial for filtering, prioritizing, and validating intricate and dynamic information from multiple channels. Excellent communication and interpersonal skills are necessary, as the analyst will often take on informal or formal leadership roles within teams and assist in mentoring new team members. The individual’s performance significantly influences project scope and geographic reach by providing advice and facilitating services in their area of expertise.

Key Responsibilities:
  • Provide technical and business support for users of client applications, ensuring prompt resolution of application issues and driving improvements in stability and efficiency.
  • Maintain application systems that are operational, ensuring quality and functionality align with service level expectations.
  • Conduct start-of-day checks, continuous monitoring, and regional handovers.
  • Perform same-day risk reconciliations and develop technical support documentation.
  • Identify opportunities to maximize application potential and assess risks associated with production issues, escalating them to management as necessary.
  • Ensure proper storage and archiving procedures are implemented and functioning effectively.
  • Define the scope and objectives for complex application enhancements and problem resolution.
  • Collaborate with development and production support teams to prioritize bug fixes and support tooling requirements.
  • Participate in application releases, from development through testing to deployment.
  • Engage in post-implementation analysis to confirm successful system design and functionality.
  • Evaluate the implications of technology applications in the current environment, identifying risks and security issues.
  • Ensure compliance with essential procedures and assist in defining operational standards.
  • Act as a liaison between users and internal technology groups, addressing issues while adhering to service level agreements.
  • Provide guidance to junior analysts and make evaluative judgments based on factual analysis in complex situations.
  • Impact the business by ensuring high-quality work from self and others, fostering effective communication and collaboration.
  • Take ownership of support project initiatives focused on stability, efficiency, and effectiveness.
  • Perform additional duties as assigned, demonstrating the ability to work with minimal supervision and exercise independent judgment.


Qualifications:
  • 5-8 years of experience in an Application Support role.
  • Experience in installing, configuring, or supporting business applications.
  • Familiarity with programming languages and a willingness to learn.
  • Strong analytical and problem-solving skills.
  • Proficient in issue tracking and reporting tools.
  • Excellent communication skills, both written and verbal, with the ability to simplify technical issues for non-technical stakeholders.
  • Ability to effectively share information with team members and other technology teams.
  • Strong organizational skills and the ability to manage workload efficiently.