Application Support Analyst
vor 11 Stunden
At MCAN, we are proud of the team we have built and the development opportunities we provide to our team members.
Our people are our most important assets in helping Canadians achieve the dream of homeownership.
We are a home for talented professionals looking to grow their careers and passionate about continuous learning and development.
We are certified from Great Place to Work Canada 2021-2023 and recognized as one of Canada's Best Workplaces 2022-2023.
We are also thrilled to be recognized on the 2024 list of Best Workplaces for Women
We're looking for an Application Support Analyst to join the MCAN's IT team.
Job Summary: The Application Support Analyst will work under the direction of the Director, Cloud Architecture and IT Operations and is responsible for providing level 2 technical support to end users for all Business and IT applications.
This includes providing front-line support on various technical issues and problems relating to hardware, software, and peripherals, specializing in application support.
This role requires a good understanding of how the applications are utilized, integrate with other applications, and functionality.
Key Responsibilities: Monitor the Help Desk ticketing system and respond to, document, and resolve service tickets in a timely manner.
Oversee and effectively manage all Help Desk tickets specializing in level 2 application support according to MCAN IT SLA, providing customer service and support via TEAMS, phone, email, or in person, escalating to application SMEs or vendor support when required.Design application flow diagrams that feed into various systems and recommend process efficiencies to scalable business processes.
Assess the technical feasibility of support tickets including new initiatives, new projects, and provide recommendations on how to approach process enhancements.Communicate technical information to non-technical stakeholders clearly and concisely.Be knowledgeable in various technologies: Microsoft Azure, M365, MS Business Central, and SharePoint programming and support as well as other relevant software tools and platforms.Identify and solve complex technical problems, analyze issues, develop/suggest solutions, and implement or facilitate changes in a timely and effective manner once approved.Be responsible for system admin duties including user access administration and application change management.Support the Helpdesk and escalate to the applications SMEs as needed.Participate in IT CAB (Change Advisory Board) and utilize Change Management on the Help Desk ticketing system to log in and monitor infrastructure and application changes.Develop and lead best practices for application support across the organization, partnering with key stakeholders across IT and the business as required.Deploy and maintain all IT assets including applications, laptops, tablets, and mobile devices.
Establish and maintain control inventory of all business and IT software applications including creating and maintaining application flow diagrams from systems and how they interact with each other.Write training manuals and train users on Application Software or host lunch and learn sessions.
Provide how-to application guides and leverage SharePoint to build a searchable knowledge base for end users.Liaise with Senior Leadership and internal teams to complete check-ins, gather updates, and make changes to the process and direction of each project.Ensure incident and change management processes are executed as mandated, partnering with various internal teams and divisions for reporting purposes and to develop necessary improvements for improved operational efficiencies, reduced costs, and improved customer satisfaction.Provide in-office technical support for Team Members, Executive Team, and Board members when required.Support head office equipment when required (Office printers and Audio-Visual MS TEAMS rooms).The work experience, skills, education that you bring: Bachelor's degree in Computer Science, Engineering, or related field.Manage Engine Service Desk Plus experience or other enterprise help desk equivalent.Microsoft Technical Associate (MTA) or Microsoft Certified IT Professional (MCITP) or equivalent experience.A+ Network Certification or equivalent experience.Experience writing high-quality documentation and reports.Microsoft Windows 10/11 deployment in a corporate environment using group policies or Autopilot/Intune.Working experience with M365 and SharePoint site development including configuration and administration.Experience with SharePoint Admin tasks including managing security, monitoring, general settings, system settings, and apps using SharePoint central administration.Strong knowledge of cloud backup solutions in Azure cloud environment.Hands-on experience with Azure Infrastructure compute, storage, disaster recovery, and monitoring.Very good understanding of Cloud IaaS, PaaS, and SaaS services.The above information in this description has been designed to indicate the general nature and level of work performed by employees in the position.
It is not designated to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. We believe great work and collaboration can happen anywhere, which is why we are a permanent hybrid work environment
We equip our team with great technology and empower them to deliver their best results.
We are dedicated to building an organization that reflects the diversity of our clients and the communities we serve across Canada.
Do you possess and value the same attributes?
Are you interested in your own development?
Then come join our team
Requests for accommodation can be made at any stage in the recruitment process.
We thank all applicants for their interest but only those selected for further consideration will be contacted.
MCAN is committed to providing accommodation to applicants throughout the job application and interview process to the point of undue hardship.
If you require any accommodations, please contact our Human Resources team at .
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