Application Support Analyst
4 weeks ago
Company Overview:
Osler, Hoskin & Harcourt LLP stands as a premier business law firm in Canada, providing legal counsel to numerous corporate leaders and international entities with vested interests in Canada. With a robust team of over 1,000 professionals, our offices span across major cities including Toronto, Montréal, Ottawa, Vancouver, Calgary, and New York.
At Osler, we pride ourselves on cultivating a workplace that attracts and retains exceptional talent in the legal sector. Our collaborative culture fosters mentorship and the sharing of innovative ideas, making Osler an exciting environment for career development and professional growth.
Position Overview:
Reporting to the Manager, the Application Support Analyst will oversee the management and monitoring of firm applications and related services. This role requires a deep understanding of software application support, system administration, and service delivery principles. The successful candidate will lead troubleshooting efforts for intricate technical challenges, coordinate service design, and execute software installations, upgrades, and configurations. Additionally, the role involves providing deployment, production support, and second-level assistance.
Key Responsibilities:
- Implement complex, mission-critical application systems within an enterprise framework while ensuring high service levels for optimal application utilization.
- Evaluate and execute continuous improvement initiatives, including the adoption of new support tools and automation strategies, such as Windows scripting. Mentor team members and assist in advanced technical tasks.
- Provide insights into application stability and availability, anticipating future demands by collaborating closely with management.
- Document processes, procedures, architectural frameworks, and tool descriptions.
- Collaborate with internal IS teams and vendors to troubleshoot integration, compatibility, configuration, and connectivity challenges across services and applications.
- Develop and manage plans for application installations and upgrades, keeping stakeholders informed throughout the process.
- Lead the assessment, implementation, and deployment of emerging applications and services, offering strategic recommendations.
- Adhere to all firm policies, including confidentiality agreements.
- Monitor and manage firm information systems and applications, ensuring optimal operational health across desktops, servers, and software systems.
- Perform additional duties as assigned.
Qualifications:
Education and Experience:
A university degree in Computing, Computer Science, Software Engineering, or Mathematics is required, along with a minimum of 5 years of experience in a technical systems or application administration role. Equivalent combinations of education and experience may be considered.
Knowledge and Skills:
- Experience in production support for Windows Desktop, Windows Server, SQL Server, and Internet Information Server in large-scale enterprise environments.
- Proficient in Windows deployment technologies, including MECM task sequences and MSI in infrastructure settings.
- Expertise in Windows scripting languages for deployment and application automation, particularly PowerShell.
- Strong understanding of Active Directory and Group Policy Objects.
- Familiarity with hybrid deployment technologies, including Microsoft Autopilot and Intune.
- Knowledge of Windows Registry, WMI, and remote invocation.
- SQL skills, including the ability to develop and execute basic SQL queries for application monitoring and troubleshooting.
- Proven ability in scripting and batch processing for automation.
- Strong analytical and customer service skills, with sound problem-solving and decision-making abilities.
- Excellent teamwork, communication, and documentation skills.
- Ability to manage multiple tasks and prioritize effectively.
- Preferred knowledge of legal applications and services, as well as enterprise infrastructure components.
Accessibility and Accommodation:
Osler is committed to fostering a diverse and inclusive work environment. We welcome applications from individuals with disabilities and those from diverse backgrounds. Accommodations are available upon request throughout the selection process.
Background and Reference Checks:
Any employment offer will be contingent upon successful background and reference checks.
If you possess the required qualifications and are dedicated to providing exceptional customer service, we encourage you to submit your application.
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