IT/IQ Tech Recruiters is seeking a Senior Application Support Analyst to join our client in Vancouver, BC.
Why work with our client?
Responsible for the overall health and support of ‘operational’ applications – including but not limited to finance services, operations/maintenance services, HR services, amongst other on-prem and cloud-hosted applications.
Manage customer tickets in a ticket system, ensure appropriate categorization of tickets, documentation of ticket activities and communications with the customers.
Establish rapport as a trustworthy, responsive, capable partner to business stakeholders; able to foster open communication and collaboration with the ultimate objective of delivering solutions to meet business needs.
Maintaining and updating technical documents and procedures.
Document support and maintenance procedures and keep them up to date.
Work with the IT Help Desk to identify tier 3 support activities that could be documented, knowledge transferred and handed over for them to support.
Ensure effective and timely application administration and maintenance. Actively support application configuration, permissions/rights management, and data management while proactively conducting preventative maintenance tasks for various systems, installing application patches, and planning and deploying upgrades with secondary support from Quality Assurance (QA) function.
Deliver best-in-class service and support. Proactively monitor as well as respond to systems, applications and other client problems by investigating and taking corrective actions. Provide hands-on, interactive end user support through multiple mediums. Look to proactively reduce support incidents through services such as training. Liaise and escalate with internal and external (Vendor) support systems as needed.
Establish, monitor, and report on service level objectives (SLAs), and other IT Key Performance Indicators (KPIs) or metrics through dashboards, reports, and/or ad hoc analysis.
Establish and maintain a strong knowledgebase of resources including but not limited to technical and instructional support documentation for both technical support staff as well as end-users.
Ensure implementation, awareness, and adherence to IT standards for governance, privacy and security, such as ISO2700x, PCI-DSS and GDPR. Follow and contribute to enhancing IT standards and methodologies to deliver quality service to all clients.
Prepare content for, attend Change Advisory Board (CAB), Incident Management and team meetings as required.
Able to ensure third-party Vendor activities as well as vendor relationships including administrative tasks.
Top Skills Required
3+ Years of technical experience; ideally inclusive of some of the following:
Travel/Transportation/Logistics industry experience
Experience with HRIS and/or Accounting solutions
Custom Developed Applications
Website / B2C Web Application experience
Travel and Hospitality Industry Applications (e.g., airlines, cruise ship, rail travel) considered an asset
Salesforce platform experience (asset)
Direct experience working in an application team leveraging SaaS, PaaS, and IaaS
Direct experience managing multiple vendor/system integrations, preferably through REST API framework
Experience with troubleshooting, bug-fixing, testing and deploying managed code adherent to standard Software Development Life Cycle processes
Must be legally eligible to work in Canada
Why work with us?
Build a long-term relationship with an experienced recruitment expert
Access to the ‘hidden’ job market – opportunities across Canada that aren’t posted on job boards
Get a high-level understanding of market dynamics affecting your industry
Gain insight into the culture of the company you’re applying for before submitting your profile
IT/IQ Tech Recruiters provides contract and permanent IT recruitment services to employers across Canada. We have a specialized approach to recruiting, segmenting our recruitment teams into specialty practice areas focusing on Development, PMO, Infrastructure and BI/CRM/ERP skill sets.
This approach enables our recruiters to become specialists; they know the market and work hard to understand each candidates’ capabilities, goals, career ambitions and quickly present them with the best possible opportunities. We are committed to helping candidates develop their careers and to helping our clients grow their business and complete important projects successfully.
We create opportunities for IT Professionals to empower business.
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Job: Senior Application Support Analyst (Contract) Id: 15708
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