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Applications Support Analyst

2 weeks ago

Etobicoke, Canada Hertz Full time

The Full Time Applications Support Analyst plays a pivotal role in the organization with providing the following:
**Business/Field support**
- Ensure POS system in Canada maintains a high level of availability.
- Handle and process Identity management in the CARS+ in accordance with the Policy.
- Ensure CARS+ trouble tickets are resolved in a timely manner.
- Provide CARS+ support to all field users in Canada.
- Support field users after hours on an on-call basis on a rotational schedule. Travel to locations when possible, to resolve hardware issues.

**Applications life cycle**
- Liaise with the CARS+ vendor and prioritize all programming, enhancements and trouble tickets resolutions
- Working with the relevant Area managers, their management teams and field user to define business requirements.
- Assist with System release and field bulletin communications with the communication administrator.
- Ensure acceptance by all stakeholders, through effective Change Management Programs and maintain a consistent CARS+ release schedule.
- Work closely with project stakeholders and key users to define project scope, goals and deliverables that support their business needs.
- Track project milestones, identify problem areas before they impact the project and coordinate corrective actions / contingency and establishing escalation procedures.
- Management of project documentation, ensuring all project documentation is complete, current and stored appropriately.
- Present post implementation reviews with Manager, Technology Solutions for all projects to ensure that original goals / requirements are being met.
- Deliver to agreed IT SLA’s with stake holders in Canada.

**System integration**

Maintain and monitor all interfaces from CARS+ to the Backend systems (Daily Revenue of Business, Vehicle movement, Tour programs etc )

**Regulation and Compliance**
- Ensure compliance with policies, standards and procedures (Including PCI/SOX and all other regulatory policies)
- Maintain and ensure all the Fees and Tax tables in the POS system in Canada are up-to-date.

**Future of IT**
- Serve as Subject Matter expert for the current POS systems in and future Technology transformation programs.
- Engage in new Technology transformation programs to prepare for the transition and beyond
- Coordinate services and programming transformation programs and plans for the Canada.
- Backup support for Manager, Technology Solutions.

**Skills/Qualifications**
- Written Communication, Promoting Process Improvement.
- Quality Assurance testing, Understand software development principles.
- Be proficient in the use of Business software (Word, Excel, PowerPoint, Visio, Power BI).
- Demonstrate a high degree of interest for technological progress.

**Educational Background**:

- Bachelor’s Degree or Diploma in Computer Science,
- Information Systems or other related field is desirable.

**Professional Experience**:
2+ years of IT and business or industry work experience, with at least 1+ year of direct business analysis or end-user support experience.

**Knowledge**:

- Proven knowledge on structured project management techniques.
- Demonstrated knowledge and understanding of the software industry, technical trends and business environment.
- Experience with Business Analysis Methodologies.
- Proven ability to meet deadlines while simultaneously working multiple projects
- Track record of process improvement
- Ability to effectively work with others in a team environment
- Good command of English.
- Basic knowledge of common OS platforms such as Windows and Linux (Optional)
- End user support
- QA testing

**Skills**:

- Must be a motivated individual who works well under pressure
- Ability to multi-task, prioritize and coordinate tasks
- Strong customer focus with excellent customer service skills
- Innovative thinking with a tenacity for success
- Ability to connect functional teams with technical teams to achieve effective solutions
- Excellent communication skills with all levels of management, both written and verbal with strong interpersonal and collaborative skills
- Ability to prioritize to meet multiple deadlines
- Strong negotiation, influencing and problem resolution skills
- Troubleshooting skills and thinking out-of-the-box mindset

**Competencies**:

- Strategy and Creativity
- Professionalism and Resilience
- Business and Commercial
- Customer Service Orientation
- Results Oriented
- Innovation
- Continuous Improvement
- Agility and Adaptability
- Driving execution

**What You’ll Get**:

- 40% off any standard Hertz Rental
- Paid Time Off
- Medical, Dental & Vision plan options
- Retirement programs, including Pension Plan employer matching
- Employee Assistance Program for employees & family
- Educational Reimbursement & Discounts
- Perks & Discounts -Theme Park Tickets, Gym Discounts & more

The Hertz Corporation operates the Hertz, Dollar Car Rental, Thrifty Car Rental brands in approximately 9,700 corporate and franchisee loc