Application Support Analyst

2 weeks ago

Montréal, Canada Sii Full time

Partenaire technologique des grandes entreprises depuis 1979, le Groupe SII est au cœur de l'économie de l'innovation avec 10 000 collaborateurs, une présence internationale dans 20 pays, et un chiffre d’affaires supérieur à 520 millions de dollars canadiens. SII Canada, installée à Montréal et Toronto, a pour objectif d'apporter des solutions à forte valeur ajoutée à ses partenaires/clients dans les métiers de l'ingénierie et des technologies de l’information. SII Canada c'est surtout de l’agilité, de la technicité et des métiers passionnants qui génèrent expériences et opportunités de carrières._.

**What will be your day-to-day ?**
- Providing prompt resolution of functional and technical issues and reporting incidents to the appropriate chain of command.
- Providing functional and technical expertise to produce and promote maintainable and quality solutions. This includes the requirements of the documentation system and the documentation of the support booklet.
- Liaising with development teams in Bangalore, New York, and Paris.
- Helping configure the installation as requested by users and monitoring platforms.
- Understanding the regulatory environment and constraints.
- Managing queries and occasional requests for data search of users.
- Responding to end users within the time frame given by the severity of the problem, documenting and tracking the response (case histories, issues, and steps).
- Searching for technical processes using sources such as error logs and technical documentation of the products and identifying solutions to solve problems or improve efficiency.
- Respecting internal standards and IT processes.
- Timely reporting of project production and status to customer and IT management.
- Partnering with Global support teams (Paris/Asia) to provide quality support to our end users.
- Effectively manage the customer relationship with the end user community.

**Profile**:
**Must have**:
**Technical skills**:

- Strong analytical skills.
- 2 years of experience as support analyst.
- SQL | KIBANA | AUTOSYS | UNIX | WINDOWS SERVER | PYTHON.
- Experience working with relational databases.
- Knowledge of big data technologies, cloud, and API.
- Ability to troubleshoot complex issues and work in a multitasking environment.

**Competencies**:

- Excellent verbal and written communication skills.
- Ability to work in an international and distributed team environment.
- Critical thinking and problem-solving skills.
- Meticulous capability to plan, organize and coordinate various tasks.
- Bachelor's Degree in computer science, engineering, or equivalent job experience

**Nice-to-have**:

- ITIL knowledge/Certification.

**Language: English, French**:Ability to communicate in English, both orally and in writing, is a requirement as the person in this position will need to collaborate regularly with colleagues and partners in the United States.

Desired qualities
- Esprit de synthèse- Adaptabilité- Capacités d'analyse- Bon relationnel- Curiosité- Passion- Qualités rédactionnelles- Satisfaction client**Benefits**:

- Aide à la mobilité- Assurance collective familiale- Congés payés au-delà du minimum légal- Salle de jeux- Réduction salle de sport- Participation aux frais de transport- Primes de cooptation- Télétravail

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