Job Description

Description

Reporting to the Practice Leader - Platform Support, the Application Support Analyst provides day to day application/platform support to business teams and supports a wide variety of application related services such as application lifecycle management, including Software as a service (SaaS) application. This role will assist with the day-to-day service requests from User-Facing Support Teams, business areas and support other Information System operational areas in managing and resolving incidents.

Must have the ability to adapt and support changing application landscape with a focus on providing high level customer service. With a heightened focus on developing and implementing standard support models and processes using industry best practices, this role is responsible for production support, troubleshooting incident and problem management, service transition, testing & QA, and release management. Brings broad service and applications knowledge, significant support experience, process analysis, understanding of business and technical requirements, some training experience and the ability to work closely with technical and business users.

Description of Responsibilities:

Provides the Tier 2 Help/Service Desk support, as well as coordinates and facilitates Incident Management, works with IT to deploy changes to the production environment, and engages 3rd party providers contracted to iA during an incident.

Provides initial triage, investigation and ensures fast turnaround times on issue/incident resolution, collaborates and engages with the appropriate areas across iA Wealth.

Supports and adheres to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) required for all partners internally and externally.

Coordinates with Product Managers, IT, departmental leaders and vendors to resolve complex issues/malfunctions, responsible for the following: Defining and scoping the issue.

Analyzing the problem and identifying root case.

Conducting an options analysis of potential solutions, with a recommendation.

Presenting to management for decision/direction.

Planning the solution determined by management.

Maintains in-depth working knowledge of the applications and user workflows (role may include multiple systems, will likely include a rotation over time to broaden knowledge base across the team).

Maintains working knowledge of interfaces and integration.

Maintains working knowledge of integrated tools and processes.

Conducts or coordinates usability testing and focus groups, where applicable.
Participates in testing cycles to ensure the ability to deploy and operability of infrastructure and applications.

As part of systems testing and implementation, support service readiness and acceptance efforts.

Supports deployment activities, managing implementation issues to resolution.
Create bug-fix and enhancement tickets for Agile Dev teams and assist with QA as required.

SME support on projects/ongoing improvement initiatives.

Provides support to the Product Manager(s) for projects, or initiatives impacting operations.

Provides regular status reports to the department and/or Product Manager, including the completion of metrics as part of a Daily Management System (Lean Methodology).

Develops or supports development of a disaster recovery strategy and recovery plans, as well as testing recovery procedures on an annual basis.

Identifies opportunities to strengthen the operational capability, such as: sharing expertise to promote development, mentoring employees, building communities of practice and networks across business & technology.

Develops or helps to develop the knowledge assets required for the application/platform operation (including audit documentation / training materials / etc.).
Develop documents and revise system design procedures, test procedures, and quality standards, including working on development projects.

Supports the vendor management through inputs to the vendor scorecard (if applicable) including performance against contractual SLAs or parameters and identifying/tracking thematic issues or opportunities.

Skills & Qualifications:

3-5 years of work experience in application support, IT or business environment
University Degree in a relevant field, or equivalent experience.

Knowledge of support and operations practice, concepts, and technology obtained through formal training and/or work experience.

Knowledge of principles and processes for providing support services (user needs assessment, meeting quality standards for services, and evaluation of user satisfaction).

Understanding of Information Technology operating processes used for systems to ensure effective delivery.

Technical and/or business functional knowledge of systems, tools, timing, and dependencies.

Excellent problem solving, communication and time management skills are a must

Industrial Alliance Insurance