Job Description

Company DescriptionIFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really mattersxe2x80x93at the Moment of Servicexe2x84xa2. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.Copperleaf is the worldxe2x80x99s leading AI powered Asset Investment Planning (AIP) solution, enabling organizations to make better decisions xe2x80x93 faster, smarter and with more confidence.Together Copperleaf and IFS offer the first end-to-end asset lifecycle management solution. Underpinned by Industrial AI, the combining of Copperleaf and IFS will allow our asset intensive customers to deliver on their moment of service through strategic allocation and execution of CAPEX and OPEX; balancing expenditure, business objectives, risk and optimal asset performance.At IFS, wexe2x80x99re flexible, wexe2x80x99re innovative, and wexe2x80x99re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of societyxe2x80x99s greatest challenges, fostering a better future through our agility, collaboration, and trust.We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.Wexe2x80x99re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.If you want to change the status quo, wexe2x80x99ll help you make your moment. Join Team Purple. Join IFS.Copperleafxe2x80x99s software helps some of the worldxe2x80x99s largest infrastructure firms make better strategic decisions through data analytics and optimization.Wexe2x80x99re looking for a proactive Support Analyst, who enjoys the challenges of handling customer support in complex IT and business environments. As a part of our L2/L3 Support team, youxe2x80x99ll become a wizard with our own product and cloud set up to help respond to customer queries and support issues. Youxe2x80x99re a curious big picture observer who can analyze and see how the business and IT pieces fit together. Youxe2x80x99re comfortable troubleshooting challenging situations where the problem is poorly defined, and for which there are no existing knowledgebase articles or procedures. Being situated in the Eastern time zone, youxe2x80x99ll allow Copperleaf to respond more effectively to customers in that time zone.You will be open to handling varied support requests from both customers and internal users and be the go-to team member for solving technical problems.Key responsibilities:

• Handling customer questions and requests for our customers
• Hosting monthly checkpoint meetings with customers
• Understanding the technical and functional aspects of our software and how it supports our customersxe2x80x99 business processes
• Managing like-for-like software upgrades, both for on-premises and cloud-hosted configurations

QualificationsYour background:Youxe2x80x99re a Support Analyst and possess the following attributes:

• You have 2+ years in a support environment for browser or customer-server applications
• You have experience with enterprise software application support
• You possess a good understanding of IT concepts and principles (Windows and Linux servers, networking, webservice integrations, databases), and comfortable interacting with our customersxe2x80x99 IT teams for supporting on-premise installations
• You are analytical and have the ability to use Excel to perform analysis of Copperleaf proprietary software
• You have a strong desire to learn
• You have experience working with software development teams and software release cycles
• You have experience with Linux containers, Oracle database, SQL is a plus

About you:

• Youxe2x80x99re a great communicator, both verbally and written, and youxe2x80x99re driven to capture findings in knowledgebase documentation

• Youxe2x80x99re analytical, sharp and able to identify trends and commonalities across large numbers of incidents
• Youxe2x80x99re comfortable presenting and you enjoy hosting monthly check-in calls with customers
• You like being busy, interacting with people and have a keen desire to xe2x80x9cfix thingsxe2x80x9d
• Youxe2x80x99re multi-talented with flexibility and willingness to handle a wide variety of tasks

• Youxe2x80x99re naturally curious and passionate about learning new information
• You enjoy troubleshooting and can get to the root causes in complex IT environments
• Youxe2x80x99re willing to occasionally be on-call during Canadian holidays
• You have business level fluency in a secondary language (especially Spanish, Portuguese, or French) in both spoken and written form

We recognize that talent comes in many forms, so wexe2x80x99re looking for passion, enthusiasm and transferable skills!Additional InformationAt IFS you will work in a growing, global enterprise software company where informal hierarchies promote simplicity and trust with responsibility. We strive to deepen our expertise by taking on challenging and varying work assignments in a collaborative environment together with committed colleagues.With professionalism and a strong customer focus in everything we do, from R&D to Sales and Consultancy, we are proud to serve world-class customers all over the globe with our leading products.If you want to change the status quo, we'll help you make your moment. Join Team Purple. Join IFS.What Wexe2x80x99re Offering

• Flexible paid time off, including sick and holiday
• 60,000- 85,000 CAD + bonus
• Medical, dental, & vision insurance
• 401K with Company contribution
• Flexible spending accounts
• Life insurance and disability benefits
• Tuition assistance
• Community involvement and volunteering events

M/F/Disabled/Vet VEVRAA Federal Contractor. We are a Drug-Free Workplace. Interested candidates should apply at: www.ifs.com/about/careers-at-ifsAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. VEVRAA Federal Contractor, Equal Opportunity Employer

IFS