Job Description

What success looks like in this role:

Handles, investigates and reports on wide range of technical support requests for enterprise level COTS product and related applications and interfaces. Identifies, records and classifies problems of moderate complexity and impact. Ensures proper intake, analysis and follow-up on support requests, in line with Unisys processes. Ensures requests are accounted for in established service level agreements (SLAs) and are addressed, analyzed and resolved in a timely and accurate manner. Detects, records and classifies incidents and initial support, investigation and diagnosis, resolution and recovery, incident closure and incident ownership, monitoring, tracking and communication. Formulates and tests incident resolution in close collaboration with the development team. Performs remote technical support through a variety of channels including phone, chat, email Supports end-to-end user access process and controls for custom based software (COTS) Assists with installation of client software as needed Analyzes requirements and perform minor bug fixes to Oracle database procedures, web services, Crystal Reports and/or Merge Documents following established configuration management procedures Analyzes error logs such as Splunk to assist in determining root cause of failures Performs daily production checks and monitoring of batch jobs for completion; action any failures as required per event management procedures Performs weekly release verification activities which may require some after hours and weekend support Contributes positively to continuous IT Support, including identifying and administering efficiencies to workflow processes, documentation updates and Knowledge Base articles Provides technical advice and support for less experienced team members.

You will be successful in this role if you have:

Demonstrate strong knowledge of ITIL Modules like Incident, Change and Problem Management. Development experience with SQL, preferably Oracle development tools Knowledge of JAX-WS For support of existing web services Development experience with JSP applications to support troubleshooting Excellent verbal and written communication, logical and analytical skills. Ability to support multiple clients/ technologies as part of shared support delivery. Must be client focused, display interpersonal skills and be an effective team member.
BA/BS degree and 2-4 years' relevant experience OR equivalent combination of education and experience


Note: Candidate must reside in Canada due to contractual requirements


Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.


This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys' EEO commitment here .