Application Support Analyst - 56351 (Ontario)

Application Support Analyst - 56351 (Ontario)

Duration: 1 year (Extension possible)
Schedule: Mon-Fri Core Business Hours (37.5 hours per week, 7.5 hours per day); There is likely to be some evening and weekend work which will be both on-call (unplanned) and planned work, after hours.
Rotation: Yes - rotating through the on-call shifts and planned activities
Location:
- Hybrid: currently 2 days on site, moving to 4 days on site as of Nov 3
- Anchor Days: If working from London office - Monday and Tuesday; If working from Toronto office - Tuesday and Thursday

KEY ACCOUNTABILITIES
CUSTOMER
Perform controlled resolution of incidents and problems including prioritization and escalation liaising with business and technology partners as appropriate




Service applications / systems and provide a level of application/ systems/ operational availability that meets or exceeds established standards/service levels, while minimizing operational risk
Partner with key stakeholders to schedule packaging and release new applications in a timely manner; reduce change execution times by planning implementations with parallel work streams
Continuously strive to improve the stability of production environment by partnering closely with key stakeholders on setting up, maintaining and monitoring applications/systems, ensuring availability targets are met
Provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction
Partners with relevant teams to schedule packaging and release new applications in a timely manner; reduces change execution times by planning implementations with parallel work streams where possible




Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicate project status and provide timely escalation of issues to ensure project objectives are met
Deliver effective and defect-free support (application, software and/or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation
Interact with clients to provide quality service/solutions consistent with objectives and client requirements
Design, review, and integrate all application requirements, including functional, security, integration, performance, quality, and operations
Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity




Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area
Schedule changes to supported components in accordance with the approved change management procedures; implement changes with proper testing, stakeholder signoff, monitoring and with minimal impact to the business
May develop a working relationship with 3rd party vendors as required to fulfill support requirements
Act as partner in scheduling, packaging and releasing new applications and manage all application releases according to approved governance and gating criteria
Develop understanding of technical aspects of project / break-fix development related to the application and provide advice/guidance to Developers and Solution Designers
Responsible for incident management (2nd level), monthly maintenance,



state of health monitoring, and SLA maintenance
Provide effective day-to-day production support for applications through accurate problem identification and timely resolution of production issues
Perform incident management role (communicator, tracker, escalator, driver, etc.) for outages; communicate to clients during service outages
Improve stability of the production environment by assisting in setting up, maintaining and monitoring applications/system

SHAREHOLDER
Monitor system lifecycles, ensuring specifications and functionality support business objectives and architecture decisions, undertaking re-development, as required
Provide Disaster Recovery support by assisting in defining / reviewing disaster recovery plans and by participating in testing




Assess and analyze optimization opportunities to the operational environment to improve performance and/or resource utilization
Ensure effective change management discipline is use
Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required
Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
Identify/implement process improvements to enhance revenue, customer experience and/or reduce costs
Comply with well-defined enterprise technology delivery practices and standards and project management disciplines
Make effective use of the cost management processes in place in own unit
Continuously enhance knowledge/expertise in services, applications, infrastructure,



analytical tools and techniques that can contribute to effective solution development/delivery
Keep current with industry and/or business trends
May perform testing according to test plans, monitor and report on results, and work with others on problem resolution
As required, support the development of business cases, RFI/RFP and service level agreements with vendors/suppliers consistent with IT requirements/guidelines

EMPLOYEE / TEAM
Work effectively as a team, supporting other members of the team in resolving critical service issues
Prioritize and manage own workload in order to deliver quality results and meet timelines
Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.
Participate in knowledge transfer within the team and business units




Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team
Participate in off hours support and on call rotation to support scheduled, or break/fix activities

BREADTH & DEPTH
Performs work on all aspects of the application/system support
May act as a reference for team members or clients
Applications/systems are moderate to highly complex and performed under minimal management supervision
Actively involved in resolving client applications issues
May configure, upgrade, administer business applications in co-ordination with appropriate stakeholders
May develop scripts using appropriate tools to address gaps in the application/system, to simplify and enhance the application/system environment




Performs problem determination including data gathering and analysis

MUST-HAVE SKILLS:
2-4 years of experience within Application Support
2-4 years of experience using Java, Spring boot, SQL , Linux/Unix, Azure
Experience using Monitoring tools/Logs monitoring (Dynatrace, Splunk, Datadog, etc.)
Degree/Certifications Required: Post secondary is preferred, Azure certifications are a nice to have
Preferred Candidate Background: Someone who has come from a support role within financial, banking or insurance institutions or a large corporation (Level 2-3 experience).

SOFT SKILLS:
Strong communication
Positive attitude and takes initiative
Solid analytical skills and has a problem- solving mindset

NICE-TO-HAVE SKILLS:
Experience using ServiceNow, Jira
Azure certifications
Banking, financial or insurance background

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📌 Application Support Analyst - 56351 (Ontario)
🏢 S.i. Systems
📍 Ontario