Job Description

At Coast Capital, we're not dreaming about a better future, we're building one.

As a member-owned cooperative, we're helping our members with their real goals and real challenges so they can live the real life they want. It's what we've been doing for over 80 years, and it's why today we stand almost 600,000 members strong. Plus, we invest 10% of our budgeted profits back into our community - almost $90 million since 2000 alone - because when our members do well, we believe our communities should do well too.

Application Support Analyst

Location: British Columbia (CA-BC)

Job Type: Full Time

myWork Options: In-person, Hybrid, Remote

Role Purpose:

The Applications Support Analyst (Corporate Applications or Core Banking) will provide an outstanding support service experience to our clients and ensure the timely resolution of support incidents or service requests. The Applications Support Analyst (ASA) must be knowledgeable of technology processes and coordinate with internal departments as well as follow documented departmental procedures and guidelines. The ASA resolves issues directly where possible by investigating and documenting the business and systems cause, troubleshooting, proposing and validating solutions to the issue or by managing issues through to resolution by tracking and documenting their concerns for escalation to Tier 3 support.

Corporate Responsibility:

At Coast Capital Savings (CCS), one of our goals is to be recognized as one of Canada's leading companies. We strive to have a positive economic, environmental and social impact, providing responsible leadership in the marketplace, the workplace and in the communities where we live and work. We operate in a regulated environment whereby public trust is paramount. As a company and as employees, we will conduct ourselves with the highest standards of integrity and professionalism without exception, at all times.

Individual Key Contributions/Responsibilities:

• Work and communicate within a diverse cross-functional team and vendor resources team, striving to meet our Service Level Agreements and clients expectations.
• Investigate client data issues and collaborate with clients to identify issues or defects.
• Document required bug fixes, feature requests and solutions to known issues.
• Collaborate in creating a reference archive.
• Educate other staff and stakeholders on technical issues as needed and train on work around as necessary.
• Mentor Tier 1 team members and help build the client knowledge base.
• Manage Service Requests according to predefined processes and procedures and escalate cases to Tier 3 Support as appropriate and necessary.
• Maintain issue-tracking system in order to keep internal/external stakeholders informed of case progress.
• Utilize existing systems and tools to properly progress all open issues to closure.
• Core Banking: Become an expert of the Banking application and understand its advanced functionality. Collaborate with other application subject matter experts as necessary to determine root cause and workarounds.
• Corporate Applications: Become an expert of applications under the department portfolio and understand their advanced functionality. Collaborate with other application subject matter experts as necessary to determine root cause and workarounds.
• Collaborate with Quality Assurance to validate workarounds or fixes.
• Receive and prioritize a significant volume of Service Requests.
• Maintain current knowledge of defects and recognize patterns or trends, which may identify a common cause.

Qualifications:

• Minimum 4 - 6 years of job-related experience. Corporate Applications Support: Minimum of 5 years of experience providing application support for a multi-channel digital application (web & Mobile), ESB, API Integration or CRM. Prior Salesforce or Mulesoft experience an asset. Core Banking App Support: Minimum of 5 years' experience providing application support for an ERP or CRM. Prior experience supporting T24 or other banking applications an asset.
• High School Diploma plus completion of a Diploma Program (two years of formal education or equivalent). Diploma in Information Technology or Application support.
• Solid skill with MS Office tool set, MS Access, and Visio.
• Corporate Applications: Solid skill with web based applications: HTML, JavaScript, CSS, Java, C#.
• Solid knowledge of databases (data analysis and report): T-SQL, SQL Server.
• Solid ability and motivation to adapt to and learn new technologies.
• Advanced troubleshooting and root cause analysis skills.
• Core Banking: Solid skill with ERP or CRM application and data access mechanisms including SQL C# etc.
• Advanced client management, customer service skills.
• Advanced professionalism within all forms of communication with excellent written and oral communication skills appropriate for varied audiences.
• Demonstrated ability to communicate and work effectively with management, clients and peers, even in stressful situations.
• Exceptional attention to detail.
• Solid ability to effectively prioritize and manage multiple concurrent tasks.
• Advanced ability to approach problems with high-energy, a positive attitude and to look for the opportunities presented within challenges.
• Advanced and demonstrated critical thinking and problem solving skills.
• Demonstrated ability to collaborate effectively and work independently.

At Coast Capital, we value diversity, equity and inclusion. We're not all the same and we like it that way. We don't just accept differences - we celebrate, support, and we thrive on them for the benefit of our employees, our members, and our community. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

Why join Coast Capital?

Purpose is our North Star. We look at everything through our purpose. It informs the advice we provide our members, the experiences and products we create, and the programs we build to support our employees and communities.

Committed to inclusion and engagement. We have an ongoing focus on equity, diversity, and inclusion and routinely track how we're doing, and what we need to do to keep improving. We foster a culture where everyone can feel safe to be who they really are and thrive.

A career that grows with you. We believe in developing our people and promoting from within. Many employees have spent decades, and sometimes their entire careers, with Coast Capital and have progressed from the frontlines to senior leadership.

Work where you're most effective. In 2020 the world changed, and that includes how we work. In response to COVID-19 we launched myWork, which gives employees flexibility in where they work based on the nature of their role.

Benefits that flex to the needs of you and your family. We offer comprehensive, customizable benefits for you and your family, so you can choose what fits best for you and your lifestyle.

Retirement options. We also take care of our employees once they retire. That's why we offer the choice of a defined contribution or defined benefit pension plan or RSP's.

Mortgage and auto financing benefits. Employees save thousands on their mortgages and auto loans with best-in-category benefits.

Real recognition. We recognize excellence throughout the year, through an online community that lets employees give kudos and thanks throughout the year. We're human, which means we like to have fun with events, celebrations, and recognition throughout the year.

An award winning culture. We're a Platinum member of Canada's Best Managed Companies and are regularly recognized by Canada's Most Admired Corporate Cultures and the BC Top Employers Awards.

We reinvest 10% back into the community. When we do well, our communities do well. That's why since 2000 we've invested over $90 million into our member's communities.

Double your impact. Through our employee volunteer program, Coast Capital donates $10 for every hour you volunteer to a Canadian charity or non-profit of your choice.

Equity, Diversity & Inclusion at Coast Capital

At Coast Capital, we value diversity, equity and inclusion. We're not all the same and we like it that way. We don't just accept differences - we celebrate, support, and we thrive on them for the benefit of our employees, our members, and our community. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

COVID-19 at Coast Capital

Coast Capital Savings is committed to the health and safety of our employees, member, and communities. With this commitment in mind, Coast Capital complies with all public health mandates (provincially and/or federally, as applicable) and has implemented various safety measures, including requiring all employees to be fully vaccinated against COVID-19, and making COVID vaccination a pre-condition to employment with Coast Capital. All successful applicants must provide acceptable evidence of full vaccination against COVID-19, before any contract of employment becomes final and binding, and before your start date can be set.

Exceptions may apply where vaccination is not possible for medical or religious reasons that are protected under Canadian human rights laws. Should successful applicants require a medical or religious accommodation related to vaccination please discuss whether an exception may apply with your Talent Acquisition Advisor.