Quality Assurance and Application Support Analyst

Why FirstOntario?

• Competitive compensation packages
• Top-tier health and wellness benefits, including comprehensive benefits packages and a Health Spending Account
• Enhanced mental health benefits through SunLife and TELUS Health
• Exclusive banking benefits
• Up to $1000 per year towards professional development
• Pension Plan
• Flex-work environment
• Company-wide Employee Volunteer program (Blue Wave Program)
• Employee and Family Assistance Program

Job Overview

The Quality Assurance and Application Support Analyst ("Analyst") is responsible for leading and participating in developing and establishing quality assurance standards for the T24 banking system. Additionally, this role is accountable for performing tests on software application to isolate and solve issues, including initiating tests, analyzing results and finding solutions to technical problems. The Analyst will also be responsible to provide second level support to resolve incidents and find resolution for FirstOntario employees. They will use their knowledge, research skills, critical thinking and effective communication on a broad range of application services. The Analyst, from time to time, is also responsible for gathering and analyzing data in support of business cases, proposed projects and systems requirements.

Role

• Accurately design test plans on software applications based on business requirements and technical specifications
• Take the lead on building and executing automated testing scripts in support of the test plans
• Accurately record and document results and compare to expected results
• Thorough defect management, effectively identify software failures so that defects may be discovered and corrected, be proactive in documenting anomalies and issues and maintain database of software defects
• Efficiently generate historical analysis of test results
• Thorough functional testing and load testing, carefully verify specific action or function of code
• Actively ensure compliance with general programming best practices, accepted web standards and those standards set forth in FirstOntario's documented policy and procedure
• Lead and participate in testing sprint/update meetings
• Contribute in application planning meetings
• Accurately maintain and ensure FirstOntario's data integrity standards
• Investigate customer concerns and non-conformance issues in a timely manner
• Be responsible for providing application instructions for users and meticulously document significant error handling procedures for application code
• Act as a true business partner by means of escalating concerns to vendors and accurately maintain issue logs using Validate tools
• Analyze results, make recommendations for support process improvement, and implement changes
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Methodically evaluate documented resolutions and analyze trends for ways to prevent repeated future problems while developing and maintaining a comprehensive knowledge base of all supporting application documentation
• Be responsible for second line of support tickets from end users to resolve application and software issues
• Diligently prioritize, schedule, and administer all instances where enhancements and defect resolution are required
• Provide timely and accurate reports on status of assigned users requests
• Openly communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders
• Support testing fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved
• Identify and learn appropriate software applications used and supported by the organization and develop an understanding of all technologies and business solution impact using knowledge of the environment and good judgement
• Provide support for your business partners including but not limited to ReleaseChange Management and interact with vendors to support implementations and resolve issues
• Provide support for the testing of new and existing applications under development or consideration for purchase on occasion
• Build excellent working relationships with vendors and manage any vendor issues that arise
• Perform other duties as required

Required Skills

• Have a post-secondary diploma or degree in computer science or equivalent in a related program and at least five (5) years of banking experience
• Advanced knowledge of tools, concepts and methodologies of QA
• Advanced knowledge of MS Office
• Have knowledge of application development best practices
• Be an analytical thinker with attention to detail, who can estimate the scope of IT initiatives and work smart should difficulties arise
• Be quick to respond to requests for service from all of your clients in a manner which is clearly understood
• Be analytical and detailed oriented when dealing with technical support issues and IT projects
• Demonstrate superior written and verbal communication skills
• Be aware of and mitigate enterprise risk factors and ensure compliance with applicable regulations, legislation and FirstOntario policies and procedures
• Be available to work evenings and weekends as the job demands and travel as required

Interested in this role, but don't meet every requirement? We encourage you to apply We know from experience that a candidate doesn't need 100% of the qualifications listed to bring incredible value to our team. We're actively seeking diverse backgrounds and perspectives to help make FirstOntario better. At FirstOntario, inclusion, diversity, and equity aren't just "nice to have" - they're essential to our success.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know.