Application Support Analyst

2 weeks ago

Toronto, Ontario, Canada CAAT Pension Plan Full time

At CAAT, we're passionate about what we do. And it shows

Here, you'll find a cultural spark in everything we do – from the way we partner with members and employers, to the way we work, collaborate, and grow. It doesn't just feel different at CAAT. It is different. We're one of the fastest-growing pensions in the country for a reason. We challenge the status quo, making a real impact on the hundreds of employers we serve – from education institutions to major corporations and household brands. And we're just getting started. Driven by core values and a shared purpose, we're fierce champions for better retirement security, known for our can-do culture where everyone plays a role in bringing our vision to life. If this sounds like a fit, we'd love you to be a part of it.

About the Role:

We are seeking an Application Support Analyst that will support applications, the end-user community, and internal IT teams by diagnosing and resolving issues collaboratively, adhering to Service Level Targets, and following established policies for Incident, Change, and Problem management.

As the Newest Member of our Team, You'll:

  • Provide 2nd and 3rd level of technical, functional & system support of core applications at CAAT, ensuring incidents are addressed, updated, and closed in alignment with Incident and Problem Management processes.
  • Proactively monitor and maintain the performance of business-critical applications and platforms, identifying and resolving technical issues, including code-level analysis.
  • Apply creative problem-solving techniques to find viable alternative solutions and document resolutions effectively.
  • Analyze applications for risks, vulnerabilities, and security issues, ensuring ongoing protection and integrity.
  • Support Problem Management by identifying the root causes of major issues and contributing to the resolution process.
  • Commit to knowledge-centered support principles, ensuring proper documentation of issue resolutions in accordance with Knowledge Management policies.
  • Provide technical expertise and collaborate with the end-user community to clarify requirements and communicate solutions.
  • Participate in validation activities related to patching, maintenance, and deployments, ensuring the operability and supportability of infrastructure, applications, and business processes.

To Succeed, You Bring:

  • A Bachelor's Degree in Computer Science, Computer Engineering, or equivalent training or experience.
  • 2–3 years of experience working with ServiceNow or comparable IT Service Management toolsets.
  • 3–5 years of experience working with monitoring tools such as Nagios, Splunk and New Relic.
  • 2+ years of experience with cloud technologies, including data collection, data storage, analytics, and application development, with a preference for Azure cloud platforms.
  • Experience supporting application databases.
  • Experience supporting Linux-based systems.
  • Experience investigating issues with application interfacing (APIs).
  • Experience with scripting languages such as PowerShell or Python.
  • Knowledge and experience working in an Agile/DevOps environment.
  • Exposure to data visualization techniques and data analytics tools like Splunk or Power BI.
  • Experience supporting Salesforce.
  • Experience supporting SAP.
  • A firm understanding of ITIL and ITSM principles and best practices.
  • Experience supporting cloud applications.
  • Strong experience with device management tools such as Intune.
  • Understanding of cybersecurity best practices.
  • Excellent verbal and written communication skills to ensure issues and resolutions are clearly understood and effectively translated across technical and non-technical teams.
  • The ability to take a business-centric and holistic approach to delivering support.
  • A commitment to working in a production environment requiring 24x7 support and being part of an on-call rotation.
  • Success in creative problem-solving, finding viable alternative solutions, and documenting those solutions effectively.
  • Collaboration with internal stakeholders to clarify requirements and communicate solutions.
  • A proactive and detail-oriented mindset, especially when analyzing risks, vulnerabilities, and security issues.
  • A willingness to document issue resolutions thoroughly in accordance with Knowledge Management policies.

At CAAT, we believe innovation, passion, and purpose are ingredients for a great work environment. We're incredibly proud of our people and the remarkable impact they have as catalysts for change. We're committed to attracting and keeping great talent, which means competitive compensation, exceptional benefits, and an environment where people can grow and thrive. When you work with CAAT, you'll enjoy:

  • Opportunities to Build a Better You: We never stand still. As we grow, so do you. Enjoy a place that provides endless opportunities to learn and master your skills while cultivating new ones.
  • Comprehensive & Holistic Care: Be at your best with a Total Rewards program that feeds and prioritizes your physical, mental, and financial wellness. From flexible work arrangements, comprehensive benefits to wellness incentives, and a defined benefit pension plan – we have you covered.
  • A Place to Collaborate and Win: We've built a lively environment where creativity and open communication thrive. It's why we're consistently recognized as one of 'Canada's Most Admired Corporate Cultures' , one of 'Greater Toronto's Top Employers' , and one of the 'Best Places to Work' .
  • Work that Truly Matters. You're giving Canadians the opportunity for better retirement security, and organizations the chance to do more.

If you believe that Canadians deserve a future where a secure lifetime retirement income contributes to their financial and overall well-being, then CAAT could be the right fit for you. Start your journey with us today. Apply now.

Learn more about us by visiting

Diversity, Equity, Inclusion, and Belonging (DEIB):

DEIB at CAAT means we respect and value the broadest range of experiences, geographies, gender, ethnicities, backgrounds, and perspectives as key elements of our culture. Our vision is to provide an environment where employees can bring their best, professional, authentic, selves to work.

CAAT Pension Plan is an equal opportunity employer, and we will accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested. Should any applicant require accommodation through the application processes, please contact us at or call Human Resources at 416-673-9000 for assistance.

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