Job Description

Application Analyst
Designated office:
Eastlink
6080 Young Street
Halifax, NS
This position is:
On-site - working all 5 days per week in the Office
Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most. Serving a customer base across seven provinces, our advanced solutions include Internet, Mobile, TV, Telephone, Security and Automation, Data Communications, and exclusive locally produced programming on Eastlink Community TV.
We embrace diversity, inclusion, equity, and accessibility throughout all levels of the organization and encourage members of equity groups to self-identify during the application process.
As an Application Analyst at Eastlink, you will be responsible for developing, designing, and implementing IT Service Management systems using Glide/JavaScript and other programming/scripting languages. You will expand our service catalog, automate processes, and continuously improve ITSM applications based on user feedback. Additionally, you will troubleshoot and resolve outages, collaborate with various teams to support business requirements, and stay updated on the latest technical advancements. Your role will also involve prioritizing operational, planning, and development tasks to ensure critical issues are addressed promptly. The ideal candidate will possess strong technical skills, a deep understanding of ITIL frameworks, and the ability to work both independently and as part of a team.
Technical Skills:

• Ticketing Platform Expertise: In-depth knowledge of ticketing systems and their components, including ITSM, CSM, CMDB and Asset Management.
• Scripting Languages: Proficiency in JavaScript/GlideScript, Perl, Python and other scripting languages.
• Integration Skills: Experience with REST/SOAP APIs, web services, and integration of systems.
• Workflow Development: Ability to design and implement workflows, business rules, UI policies, and client scripts.
• Data Management: Understanding of data modeling, database design, and data integration within ServiceNow or similar platforms.
• Security and Access Control: Knowledge of data security models, including roles, ACLs, and policies.
• System Administration: Familiarity with Linux and Windows operating systems, as well as networking concepts.

Qualifications:

• Education: Post-secondary education in Computer Science, Information Technology, or a related field, or equivalent industry experience.
• Experience: Minimum of 3+ years of relevant experience in ITSM/Ticketing Systems Development and administration.
• Certifications (considered an asset but not strictly required):
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ITIL Foundation certification or higher

Personal Attributes:

• Analytical Skills: Strong problem-solving abilities and attention to detail.
• Communication: Excellent verbal and written communication skills to interact with team members and stakeholders.
• Teamwork: Ability to work collaboratively in a team environment while also being capable of working independently.
• Proactive Mindset: Entrepreneurial approach to identifying and implementing improvements in service, efficiency, and reliability.
• Ownership: Takes responsibility for tasks and issues, ensuring they are resolved effectively.
• Calm Under Pressure: Ability to remain composed and handle multiple priorities in a fast-paced environment.
• Customer Service Orientation: Focus on delivering high-quality service and responding to changing organizational priorities.

Why Choose Eastlink?
Eastlink operates in a culture of continuous improvement through listening, learning, and adapting, which enables us to respond quickly to the evolving needs of both employees and customers. We recognize that our truly greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience. Our philosophy of developing and training our team "on the ground" not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within the organization.
Get your career started with us and stay with us, your journey begins here!

Skills Required