Job Description

Com

pany overview

Jesta I.S. is a leading supplier of ERP software for the apparel, footwear, and soft-goods industries. Our global client base includes many recognizable brands and continues to grow. We are seeking a

Senior Application Support Analyst

to join our Customer Support team in Montreal.

Position Summary

The

Senior Application Support Analyst

is an experienced member of the Customer Support team responsible for resolving complex L2 tickets, mentoring junior analysts, contributing to the knowledge base, and driving client-facing support activities. You will independently support two or more ERP modules, lead client meetings to review open issues and propose solutions, maintain an Empowerment/Issues list, and influence operational improvements that increase system stability and customer satisfaction.

Responsibilities

Ticket Resolution (L2):

Resolve complex Level 2 support tickets including workflow errors, integration issues, and data discrepancies.

Module Support:

Provide independent support across two or more ERP modules (e.g., Finance, Inventory).

Empowerment / Issues List:

Maintain a list with at least 12 documented items and workarounds to expedite recurring issue resolution.

Knowledge Base & Documentation:

Contribute extensively to the internal knowledge base (Confluence) and create clear documentation for recurring issues and fixes.

Client Engagement:

Lead client meetings to review open issues, present status updates, and propose solutions.

Escalation & Collaboration:

Escalate and coordinate with Development, Product, QA, and 3rd-tier teams when required; provide clear reproduction steps and impact details.

Mentorship:

Mentor Level I analysts--share knowledge, review escalations, and support skill development.

Testing & Quality:

Participate in testing and validation as required; support QA and product teams by logging recurring issues and contributing to improvements.

Process Improvement:

Identify ticket trends and recommend operational improvements to reduce repeat incidents and improve SLAs.

Documentation of Workflows:

Keep accurate records of troubleshooting steps, resolutions, and customer communications in the ticketing system.

Shift & Support Coverage:

Provide support within the team's hours, and participate in after-hours coverage as needed.

Qualifications

Education

College diploma or university degree in Information Systems, Business, Computer Science, or a related field.

Experience

Prior experience in ERP application support is highly valued. Demonstrated experience investigating, analyzing, and documenting application issues. Comfortable working with medium-to-large scale retail/wholesale projects and client environments.

Technical Knowledge & Tools

Strong functional knowledge of ERP modules (Finance, Inventory, or similar). Familiarity with integrations, workflows, and data discrepancy troubleshooting. Tools & technologies you will use: + Phone/VoIP: RingCentral, 8x8
+ Ticketing: Zendesk, Jira Service Management
+ Knowledge base/wiki: Confluence
+ Communication: Outlook, Microsoft Teams
+ Internal ERP admin tools and SQL basics (advantageous)

Skills & Abilities

Strong customer service orientation and ability to de-escalate critical situations. Excellent verbal and written communication skills -- capable of leading client discussions. Analytical mindset with excellent troubleshooting and problem-solving skills. Ability to prioritize tasks and manage time effectively in a fast-paced support environment. Collaboration and leadership capabilities--able to mentor junior staff and lead meetings. Initiative and accountability for high-quality service delivery. Continuous learning mindset and adaptability to system changes and client needs.

Benefits

Health coverage (medical, dental, disability, and life insurance) Wellness program (gym membership reimbursement) Professional growth (training platforms, career development fee subsidy, etc.) Company events Referral program Flexible schedule

Additional Information

This is a hybrid role, 2 days working in the office in Montreal, QC is required. We thank all applicants for their interest. However, only shortlisted candidates will be contacted.




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Presentation de l'entreprise

Jesta I.S. est un fournisseur de premier plan de logiciels ERP pour les industries de l'habillement, de la chaussure et des biens de consommation. Notre clientele mondiale comprend de nombreuses marques reconnues et ne cesse de croitre. Nous recherchons une

Analyste support applicatif senior

pour rejoindre notre equipe Support Client a Montreal.

Resume du poste

L'

Analyste support applicatif senior

est une membre experimentee de l'equipe Support client chargee de resoudre des tickets L2 complexes, de mentorat des analystes juniors, de contribuer a la base de connaissances et d'animer les activites de support cote client. Vous assurerez de facon autonome le support de deux modules ERP ou plus, dirigerez des reunions client pour passer en revue les problemes ouverts et proposer des solutions, maintiendrez une liste d'Empowerment/Issues et influencerez les ameliorations operationnelles visant a accroitre la stabilite des systemes et la satisfaction des clientes.

Responsabilites

Resolution de tickets (L2) :

Resoudre des tickets de support de niveau 2 complexes, y compris erreurs de flux, problemes d'integration et ecarts de donnees.

Support de modules :

Assurer le support autonome de deux modules ERP ou plus (p. ex. Finance, Inventaire).

Liste Empowerment / Issues :

Maintenir une liste comportant au moins 12 elements documentes et solutions de contournement pour accelerer la resolution des incidents recurrents.

Base de connaissances & documentation :

Contribuer largement a la base de connaissances interne (Confluence) et produire une documentation claire pour les problemes et correctifs recurrents.

Relation client :

Diriger les reunions client pour revoir les problemes ouverts, presenter l'etat d'avancement et proposer des solutions.

Escalade & collaboration :

Escalader et coordonner avec les equipes Developpement, Produit, QA et 3? niveau si necessaire ; fournir des etapes de reproduction claires et des details d'impact.

Mentorat :

Encadrer les analystes Niveau I -- partager les connaissances, reviser les escalades et soutenir le developpement des competences.

Tests & qualite :

Participer aux activites de test et de validation selon les besoins ; soutenir les equipes QA et Produit en consignant les problemes recurrents et en contribuant aux ameliorations.

Amelioration des processus :

Identifier les tendances de tickets et recommander des ameliorations operationnelles pour reduire les incidents recurrents et ameliorer les SLA.

Documentation des workflows :

Tenir des enregistrements precis des etapes de depannage, des resolutions et des communications client dans le systeme de ticketing.

Couverture & astreinte :

Assurer le support pendant les heures de l'equipe et participer, au besoin, a la couverture hors heures ouvrables.

Qualifications

Formation

Diplome collegial ou universitaire en systemes d'information, gestion, informatique ou domaine connexe.

Experience

Experience prealable en support d'applications ERP fortement valorisee. Experience demontree dans l'investigation, l'analyse et la documentation des problemes applicatifs. A l'aise pour travailler sur des projets et environnements client de taille moyenne a grande dans le retail/wholesale.

Connaissances techniques & outils

Solide connaissance fonctionnelle des modules ERP (Finance, Inventaire ou similaires). Familiarite avec les integrations, les workflows et le depannage des ecarts de donnees. Outils et technologies utilises : + Telephonie/VoIP : RingCentral, 8x8
+ Ticketing : Zendesk, Jira Service Management
+ Base de connaissances / wiki : Confluence
+ Communication : Outlook, Microsoft Teams
+ Outils internes d'administration ERP et notions de SQL (avantage)

Competences & aptitudes

Forte orientation service client et capacite a desamorcer les situations critiques. Excellentes competences en communication orale et ecrite -- capable de diriger des echanges avec des clientes. Esprit d'analyse avec excellentes capacites de depannage et de resolution de problemes. Capacite a prioriser les taches et gerer le temps efficacement dans un environnement de support intense. Aptitudes au travail collaboratif et au leadership -- capable de coacher des membres juniors et d'animer des reunions. Sens de l'initiative et responsabilite pour une prestation de service de haute qualite. Volonte d'apprendre en continu et d'adaptation aux evolutions systemes et besoins client.

Avantages

Couverture sante (assurance medicale, dentaire, invalidite et vie) Programme bien-etre (remboursement abonnement gym) Developpement professionnel (plateformes de formation, subvention frais de perfectionnement, etc.) Evenements d'entreprise Programme de recommandation Horaire flexible

Informations complementaires

Poste hybride : presence requise au bureau de Montreal 2 jours par semaine. * Nous remercions toutes les personnes qui postulent ; seules les personnes preselectionnees seront contactees.