Application Support Specialist

1 month ago

Edmonton, Alberta, Canada AutoCanada Full time

Job Summary

AutoCanada is seeking an experienced Application Support Specialist to join our team. As an Application Support Specialist, you will provide technical support and assistance to end-users regarding software applications, including troubleshooting, issue resolution, and user guidance.

Key Responsibilities

  • Provide technical support and assistance to end-users regarding software applications, including troubleshooting, issue resolution, and user guidance.
  • Collaborate with cross-functional teams to identify, diagnose, and resolve application-related problems and incidents within defined service level agreements (SLAs).
  • Conduct thorough analysis of application issues, including root cause analysis, and implement proper solutions or workarounds.
  • Liaise with stakeholders from both AutoCanada Home Office and dealerships, IM/IT and 3rd parties to gather business requirements and then optimize components within the application suite.
  • Maintain documentation of support activities, including incident logs, resolutions, and knowledge base articles to facilitate efficient problem resolution and knowledge sharing.
  • Assist in the testing and deployment of application updates, patches, and enhancements.
  • Participate in application implementation projects, including requirements gathering, system configuration, and user acceptance testing.
  • Collaborate with software vendors and internal development teams to escalate and resolve complex issues and communicate updates to stakeholders.
  • Continuously monitor application performance and proactively identify potential issues or areas for improvement.
  • Ensure that IT service management & documentation systems are kept up to date.
  • Propose recommendations and present to management and stakeholders on changes and improvements to the systems solution to optimize business process.
  • Stay up to date with industry trends and emerging technologies related to application support and actively contribute to process improvements.

Requirements

  • Bachelor's degree in computer science, information technology, or a related field (or equivalent experience).
  • Minimum of 3 – 5 years working experience as an Application Support Specialist, technical Business Analyst, or similar role.
  • Strong knowledge of software applications, including troubleshooting methodologies, databases, and operating systems.
  • Familiarity with ITIL best practices and incident management processes.
  • Proficiency in scripting or programming languages (such as SQL, PowerShell, Python) for troubleshooting and automation.
  • Excellent analytical and problem-solving skills, with the ability to prioritize and manage multiple tasks effectively.
  • Strong interpersonal and communication skills to interact with end-users, technical teams, and stakeholders at various levels.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Attention to detail and a commitment to delivering high-quality customer service.
  • Self-starter capable of working individually and with a team in a fast-paced and highly dynamic environment.
  • Familiarity supporting, maintaining and knowledge in Dealer Management Systems (DMS) and Accounting Systems considered an asset.
  • Familiarity with automotive operations considered an asset.

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