Application Support Analyst

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver first-level technical assistance for Duck Creek applications by addressing user queries and resolving incidents.

• Oversee application performance and system stability to guarantee optimal uptime and efficiency.

• Investigate and troubleshoot application-related issues, determine root causes, and execute resolutions.

• Refer complex problems to senior team members or specialized departments.

• Support the deployment of application updates, patches, and system improvements.

• Record incidents, troubleshooting procedures, and resolutions in support knowledge bases.

• Identify recurring problems and propose long-term strategies to enhance system performance.

• Conduct routine maintenance, which includes monitoring logs, performing system checks, and applying patches.

• Utilize monitoring tools to assess system performance metrics and pinpoint potential risks or bottlenecks.

• Collaborate with application development and infrastructure teams to address issues and implement new features.

• Ensure compliance with service level agreements regarding response and resolution times.

• Engage in training and stay updated on system enhancements, application modifications, and new functionalities.

⛳️ Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.

• 1-2 years of experience in application support, IT operations, or a comparable technical support position.

• Strong analytical and problem-solving abilities.

• Familiarity with application monitoring tools and system health indicators.

• Excellent written and verbal communication skills.

• Understanding of IT environments, encompassing basic networking, infrastructure, and cloud technologies.

• Knowledge of enterprise software release cycles and deployment methodologies.

• Understanding of incident, problem, and change management processes.

• Strong organizational capabilities and attention to detail.

• Basic familiarity with Agile and DevOps methodologies as they pertain to application support.

• Analytical skills to assess performance trends and recommend enhancements.

• Legally authorized to work in the country where the job is located.

• Willingness to travel 10-25% of the time.

🏝️ Benefits

• Flexible work environment.

• Employer-provided health, dental, and vision benefits.

• Life and disability insurance.

• Retirement savings assistance, including an RRSP program with a 3% employer match.

• Paid statutory holidays, vacation, and other paid leaves in accordance with relevant provincial standards.

• Employee Assistance Program (EAP).

• Potential annual bonus compensation, subject to plan terms and individual eligibility.

• Opportunities for training sessions and ongoing learning and development.