Application Support Specialist

We are looking for an Application Support Specialist! Reach out if you are interested and feel free to refer friends/colleagues!

Description: 

Who We Are Seeking

• The Support Specialist works with external and internal users and technical teams to troubleshoot issues with Applications and tools. The successful candidate will monitor the status of all running tools and background processes and proactively resolve, address/escalate as required.
• Support Specialist understands the software development lifecycle and has a clear understanding of various automation tools, follows releases to various environments, and understands the business and technical impact of released changes.
• Further, the Support Specialist will work to evolve and improve products by monitoring, analyzing, and addressing all user requests.

In other words, we need someone who:

• 3+ years of non-academic application support experience.
• Can analyze, troubleshoot, and document complex issues.
• Creates scripts and tools to assist with analyzing and troubleshooting problems.
• Mentors and guides junior team members.
• Thrives in a small multi-disciplinary team environment.

Your Day-to-Day

Currently – in production – a variety of internal applications and external systems are used to create surveys, analyse responses, and report the results. We are maintaining current production systems and enhancing their functionality and performance.

The following are key responsibilities of a Support Specialist:

• Works with the users to ensure all relevant details are logged.
• Identifies and resolves technical issues.
• Performs root cause analysis for reported problems.
• Supports release management processes.
• Designs procedures for system monitoring, troubleshooting, and maintenance.
• Replicates and reports coding defects to the development team.

Your Skill Set
You must have experience with the following:

• Working knowledge of database and SQL
• Experience working with an industry standard defect management tool
• Strong knowledge of IT Infrastructure: Computers, mobile devices, Networks, SharePoint, Cloud
• Advanced knowledge of Microsoft Office

Has extensive knowledge in several of the following:

• Usability and usability testing
• Survey and report design
• Manufacturing, retail, and supply chain processes

Nice to have:

• Software development processes and methodologies, especially Agile.
• Java, JavaScript, Confirmit / Forsta, Tableau
• Software and Internet privacy (GDPR) and security

Your Characteristics
You must have:

• Fantastic written and verbal communication skills, analytical skills.
• Discipline to be productive in an Agile environment.
• Willingness to learn and work with tools that are outside the traditional stack, such as Tableau, Okta, Forsta, Tableau and others.

You must be:

A creative thinker: need to be able to come up with novel solutions to established problems and evaluate their business benefit.
Business-savvy: need to be able to interact with both business specs and technical specs.
Detail-oriented (being able to pay close attention and notice minor details)

Why Should You Work with Us?

• Stable company, with an established client-base and a continual steady growth
• Excellent work-life balance: flexible hours, hybrid working and generous vacation policy
• Hybrid work environment
• Opportunities for growth and professional development
• A paid day off on your birthday
• One volunteer day off per year
• Intelligent and passionate team members.
• Unique business and technical problems, a new challenge around every corner.
• Strong corporate culture: Monthly company-wide gatherings for global community-building
• Health benefits including counselling and mental health support
• Competitive compensation including Group RRSP