Application Support Analyst

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

📋 Description

• Assist in the support of enterprise applications by addressing assigned tickets and incidents within established service levels.

• Diagnose application, integration, and data challenges, conduct root cause analysis, and implement long-term solutions.

• Supervise application performance, scheduled tasks, and integrations to proactively detect and resolve issues.

• Raise and escalate concerns and risks with IT management and business process stakeholders.

• Keep users and stakeholders updated on the status of issues, anticipated changes, and potential service impacts.

• Configure and manage applications, including user access, roles, workflows, forms, and reports.

• Collect and document requirements for minor enhancements and coordinate their testing processes.

• Execute testing plans and assist with user acceptance testing for patches, upgrades, and new software releases.

• Adhere to change management protocols to ensure changes are documented, approved, and deployed safely.

• Work with software vendors and support partners on case escalation and resolution.

• Create and maintain knowledge base articles, support procedures, and end-user documentation.

• Deliver end-user training and guidance to enhance adoption and minimize recurring issues.

⛳️ Requirements

• At least 1 year of experience in an application support, systems analyst, or equivalent role.

• Experience with supporting NetSuite or other ERP systems like Oracle Cloud ERP, JDE, or SAP S/4HANA is highly beneficial.

• A college diploma or university degree in Information Technology, Computer Science, Business, or a related field.

• Capability to analyze data and reports to facilitate root cause analysis.

• Familiarity with ITSM ticketing systems and experience working within ITIL-aligned incident, problem, and change management processes.

• Strong analytical and troubleshooting abilities with a systematic approach to problem-solving.

• Excellent attention to detail with an emphasis on quality and service excellence.

• Ability to prioritize and manage multiple requests in a dynamic, deadline-oriented environment.

• Effective written and verbal communication skills, with the capacity to clarify technical concepts for non-technical users.

• Self-driven, with a strong sense of initiative, accountability, and a desire to learn.

• Proficient knowledge of Microsoft 365, including Excel, Teams, and SharePoint.

🏝️ Benefits

• Competitive salary.

• Comprehensive benefits package with flexible options and wellness spending accounts.

• RRSP contributions.

• Supportive and hands-on leadership team.

• Employee referral bonus program.

• Corporate discounts (hotels, travel, insurance, retail, etc.).

• Accommodations available upon request for candidates participating in all stages of the selection process.