Application Support Analyst

3 days ago

Greater Montreal Metropolitan Area, Canada IBS Software Full time

IBS Software is a leading global provider of new generation IT solutions for the Travel, Transportation and Logistics industries. A specialist in the domain, IBS offers a range of products and services that manage mission critical operations of airlines, airports, cruise lines, hospitality partners, and tour operators that help them to increase safety, maximize efficiency, improve revenue, manage growth and reduce costs.

IBS Software products are dedicated to crew planning optimization for the airline industry. Our software suite helps airlines reduce operational costs, increase efficiency, and improve crew member quality of life.

As an Application Support Analyst, you will be part of a dynamic team of dedicated support analysts working within the Professional Services & Support department of IBS. You will collaborate closely with our clients and internal stakeholders by answering questions on function and usage of our products, troubleshooting and resolving issues to help maintain the highest level of customer satisfaction, and to ensure our products continue to meet the complex needs of our customers.

IBS working hours are from Monday to Friday, 40h/week. Due to the geographical location of our customers, international travel may be required once or twice a year, and some client calls may take place outside normal business hours (~3 per month). As IBS offers 24/7X365 support to our clients, you may also be added to a monthly rotation schedule.


Responsibilities:


The Application Support Analyst is responsible for analyzing and resolving technical and functional difficulties involving complex software solutions sold by IBS Software to its customers (international airlines operating in North America, Asia, Middle East, Oceania, Europe...). The ideal candidate will work closely with the development, testing, business analysis and account management teams to improve the application experience of our software users. The list of tasks include, but is not limited to the following:


  • Analyze and diagnose technical and functional problems encountered by our customers and recommend solutions
  • Act as Level I and II support to resolve issues and/or escalate to our team of developers for more complex cases
  • Use advanced functional application knowledge to train customers on the different functionalities of our applications, in relation to their business processes.
  • Assist and keep clients and account manager informed of the resolution status of their questions and issues
  • Review and analyze client’s data to resolve issues and provide solutions and improvements to IBS applications
  • Update client related documentation ie: training, user guides, online help, knowledge base, etc.
  • Maintain, improve, and optimize tools and documentation used by the team.



Required profile:


  • College diploma or university degree in computer science or related field.
  • 2 to 5 years (minimum) of relevant experience in software support or airline planning roles
  • Strong analytical and problem-solving skills.
  • Ability for multitasking and prioritization, with excellent organizational skills.
  • Excellent interpersonal and communication (verbal and written) skills in English.
  • Deep detail to customer service excellence a must have (service-minded).
  • Ability to work independently and as a team member.
  • Ability to work in a fast-paced environment.
  • Unix and SQL knowledge is an asset
  • An interest in flight operations and planning is an asset
  • ITIL Foundation (V3 or V4) considered an asset.
  • Agile and SCRUM considered an asset.


At IBS you can look forward to:


  • Working with the latest technologies
  • Operating with the brightest minds in the industry
  • Gaining in-depth domain knowledge
  • Receiving global exposure
  • Benefiting from continuous learning programs
  • Functioning out of state-of-the-art facilities and infrastructure
  • Performance-based career growth
  • Imbibing excellent work culture
  • Competitive compensation, company paid employee benefits, vacation, sick and personal leave.


IBS is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law. IBS, as an equal opportunity employer bases its hiring decisions on the business need and the qualification of candidates, and does not discriminate in its employment decisions based on any protected category. Candidates offered employment may be subject to a criminal record and other background checks as permitted or required by company policy or applicable law.

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