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Application Support Specialist

2 months ago

Edmonton, Alberta, Canada AutoCanada Inc. Full time

Job Summary

AutoCanada Inc. is seeking a highly skilled 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, 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.
  • Some travel may be involved.

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.