Technical Support Analyst

3 weeks ago

Calgary, Canada UFA Full time

POSITION SUMMARY:

Reporting to the Sr. Manager, IT Cardlock and Retail Services , the Technical Support Analyst III provides timely application and endpoint support for incidents and service requests related to the critical applications associated with all UFA Petroleum Cardlock and Farm Store Locations.


The Technical Support Analyst III will also be key in future feature requests, projects and implementations in the Cardlock and Point of Sale applications.


KEY ACCOUNTABILITIES:

  • Support Point of Sale incident and service requests associated with bugs, enhancements and troubleshooting issues.
  • Support other critical applications at Petroleum and Farm Store locations.
  • Provide technical support on software and hardware, create and maintain appropriate required documentation in the environment.
  • Testing key enhancements/solutions in our Lab Environment not limited to Point of Sale and Cardlock Solutions
  • Assisting in configuration updates\changes within Point of Sale
  • Working with UFA Business Process Leads, Internal developers and other IT Teams on solutions to issues.
  • Working and coordinating with internal UFA Development team on enhancements and solutions to production issues
  • Act as technical contact to 3rd Party Software Vendors
  • Monthly patching of Cardlock devices and Point of Sale systems.
  • Support Cardlock incident and service requests related to software, hardware and applications associated with Cardlock requirements.
  • Creating scripts and rolling out software updates to Petroleum Locations.
  • Provide technical assistance to our Petroleum Field Service Technicians
  • Participate in on call 24*7 on call rotation.
  • May provide coaching to junior Analysts as required.
  • Other duties as assigned.


REQUIRED QUALIFICATIONS:

  • Post-secondary education, IT technology diploma or relevant certification
  • 7 - 9 years of related work experience: Hardware/software systems and workstation based operating systems (Windows 10)
  • 7- 9 years related experience in an Application Support role.
  • Retail, and Petroleum business knowledge/background an asset
  • MS SQL Certification would be an asset.
  • A desire to streamline customer experience.
  • Ability to align business needs with solutions.
  • Ability to manage relationships with customers, internal and external IT service providers.
  • Flexibility/Adaptability is required, especially when working in a team environment.
  • Excellent written, oral and presentation communication skills
  • Ability to provide innovative ideas to assist UFA in continuing to be a key contributor in the marketplace.
  • Excellent analytical, problem-solving, and critical thinking skills with ability to multi-task
  • A natural desire to solve complex problems.
  • Proven organizational, decision making, time management and collaboration expertise.


We thank all candidates for their interest, however only qualified candidates will be contacted for an interview.

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