Software Application Support Consultant

5 days ago

Edmonton, Alberta, Canada AutoCanada Inc. Full time

Application Support Analyst, Dealerships

Why This Role is Ideal for You

At AutoCanada, we pride ourselves on our commitment to excellence, recognized as a CADA Laureate Winner multiple times and holding numerous OEM Performance awards.

Our culture is built on:

  • Performance Orientation
  • Transparency and Trust
  • Employee Development
  • Internal Advancement
  • Mutual Accountability

What We Seek:

As an Application Support Analyst at AutoCanada's Dealerships, you will engage in business and systems analysis, gather requirements collaboratively, and leverage technology to devise innovative solutions. Your role will involve close collaboration with software testing and application support teams on various projects, enhancements, and operational tasks related to our information systems. Success in this position requires an energetic self-starter who thrives in a dynamic environment, possesses strong communication skills, and enjoys working with vendors and suppliers to ensure timely and effective delivery of enhancements and solutions.

Your Responsibilities:

  • Deliver technical support and guidance to end-users regarding software applications, including troubleshooting and issue resolution.
  • Work with cross-functional teams to identify, diagnose, and resolve application-related issues within established service level agreements (SLAs).
  • Perform comprehensive analysis of application challenges, including root cause analysis, and implement appropriate solutions or workarounds.
  • Collaborate with stakeholders from AutoCanada and dealerships, as well as IM/IT and third-party vendors, to gather business requirements and optimize application components.
  • Maintain detailed documentation of support activities, including incident logs, resolutions, and knowledge base articles to facilitate efficient problem resolution.
  • Assist in testing and deploying application updates, patches, and enhancements.
  • Participate in application implementation projects, including requirements gathering, system configuration, and user acceptance testing.
  • Engage with software vendors and internal development teams to escalate and resolve complex issues, keeping stakeholders informed of updates.
  • Continuously monitor application performance and proactively identify potential issues or areas for enhancement.
  • Ensure that IT service management and documentation systems are consistently updated.
  • Provide recommendations and present to management and stakeholders on changes and improvements to optimize business processes.
  • Stay informed about industry trends and emerging technologies related to application support, contributing to ongoing process improvements.
  • Some travel may be required.

Your Qualifications:

  • Bachelor's degree in computer science, information technology, or a related field (or equivalent experience).
  • 3 to 5 years of experience as an Application Support Analyst, Technical Business Analyst, or in a similar capacity.
  • Strong understanding of software applications, 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 engage 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 both independently and as part of a team in a dynamic environment.
  • Experience with Dealer Management Systems (DMS) and Accounting Systems is considered an asset.
  • Knowledge of automotive operations is a plus.

We appreciate all applicants for their interest; however, only those selected for an interview will be contacted. AutoCanada is dedicated to fostering a diverse workforce and an inclusive culture, as an equal opportunity employer we encourage applications from all qualified individuals.

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