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Technical Support Analyst
2 months ago
Application Support Analyst, Dealerships
Why This Role is Ideal for You
At AutoCanada, a recognized leader in the automotive industry with a diverse portfolio of 28 brands across 78 dealerships, we pride ourselves on our commitment to excellence. Our accolades include being a 2008, 2013, and 2021 CADA Laureate Winner, a 2021 TSX30 Winner, and recipient of 14 OEM Performance awards.
Our culture is the cornerstone of our success, built on:
- Performance Orientation
- Trust and Openness
- Employee Development
- Internal Promotion
- Mutual Accountability
Who 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 concerning software applications, including troubleshooting, issue resolution, and user assistance.
- Work with cross-functional teams to identify, diagnose, and resolve application-related issues and incidents within established service level agreements (SLAs).
- Perform comprehensive analysis of application problems, including root cause investigations, and implement appropriate solutions or workarounds.
- Collaborate with stakeholders from AutoCanada's Home Office, dealerships, IM/IT, and third parties to gather business requirements and optimize application components.
- Maintain detailed documentation of support activities, including incident logs, resolutions, and knowledge base articles to enhance problem resolution and knowledge sharing.
- Assist in testing and deploying application updates, patches, and enhancements.
- Participate in application implementation projects, encompassing requirements gathering, system configuration, and user acceptance testing.
- Engage with software vendors and internal development teams to escalate and resolve complex issues while communicating updates to stakeholders.
- Continuously monitor application performance and proactively identify potential issues or areas for enhancement.
- Ensure that IT service management and documentation systems are consistently updated.
- Propose recommendations and present to management and stakeholders regarding changes and improvements to optimize business processes.
- Stay informed about industry trends and emerging technologies related to application support and actively contribute to process enhancements.
- 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, including troubleshooting techniques, 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 abilities, with the capacity 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 supporting and maintaining Dealer Management Systems (DMS) and Accounting Systems is considered an asset.
- Knowledge of automotive operations is also considered an asset.
To apply, please submit your resume and cover letter through our Careers page.
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.
