Application Support Analyst

3 weeks ago

Montreal, Canada CN Full time
Job Summary

The role of Analyst Solution Management (3rd Party Corporate Applications & Vendor Management) will include responsibilities for day-to-day application support activities such as functional support, application administration, configuration and troubleshooting. The Analyst will also be involved in lifecycle activities, enhancements and projects to produce functional designs meeting both business requirements and architectural standards. Other duties include participating in the operationalization of new applications and providing SME knowledge and key requirements to ensure our support standards are met. Additionally, the Analyst will be an active part of Problem, Incident and Change processes following ITIL foundations.

Main Responsibilities

Operation Excellence

Troubleshoot application-related issues/inquiries and follow up with backend support when required
Perform software administration, configuration, evolution (enhancement), upgrades and patches
Analyze business needs, document requirements and design technical solutions with customers.
Develop concepts and best practices for security applications
Participate in the planning, development and implementation of both cloud and on-premise infrastructure upgrades and migrations
Create custom reports from different types of database sources
Provide coaching and training to business users
Develop and maintain procedures and documentation
Participate in application portfolio management activities, including Product Lifecycle Management, Cost of Ownership, etc.
Provide Functional Design Documents when required
Perform incident handling, service restoration, logging and tracking
Perform problem investigation and follow-up resolution, including defect resolution
Ensure compliance with all appropriate CN IT standards ( Security, Architecture, Project Delivery Methodology, SOX, ITIL, etc.)
Interface with business colleagues, I&T Help Desk, IT Command Center (ITCC) , I&T support teams or Vendor
Collaborate with other team members to improve overall support activities and product evolution activities

Delivery (Product Evolution/Project)

Define and execute enhancement / project activities around configuration, design specification and testing
Provide SME knowledge and key requirements for the operationalization and support of the application
Collaborate to the transition to core (T2C) to help enforce the support excellence standard.


Practice Evolution

Ramp-up his/her knowledge on upcoming key technologies
Generate automation ideas to help improve support effectiveness
Design and implement suitable automated processes to optimise day-to-day support activities

Requirements

Education/Certification/Designation
Bachelor's degree or equivalent work experience

Skills/Knowledge

Problem-solving and investigation skills
Ability to meet deadlines
Strong analytical and troubleshooting skills
Good communication, time management and interpersonal skills
Ability to quickly understand assignments and work independently
Ability to multi-task in a constantly evolving environment

Specific Skills per Speciality

3Rd Party Corporate Application Support
Windows Server Expertise
Linux Expertise
Hands-on experience dealing with databases
Strong Process Development skills (Documentation, Knowledge Articles)
Experience configuring and customizing applications as administrator
Experience with vendor management
Working Knowledge of ServiceNow

Experience

Minimum of 5 years experience with concepts, techniques, and tools in the development configuration, and management of production systems
Minimum 3 years of experience in developing solutions for and/or supporting enterprise level security applications

Assets

Experience with successful project implementation

Working Conditions

May be required to respond to emergency situations
Rotating pager support

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