Application Support Analyst

Position Overview

The Application Support Analyst is responsible for the configuration, maintenance, training, and support of Software as a System (SaaS), and Microsoft 365 applications at Calian. In addition, the Application Support Analyst will work closely with IS Business Systems Analysts and end users to ensure solution integrity within the tools, including building and maintaining solutions.

Responsibilities

• Provide end-user support of SaaS/Cloud-based solutions which includes, but is not limited to electronic signatures, automated workflows, customer relationship management/sales/marketing support, travel expense management, communications/intranet, and Microsoft 365 productivity tools
• Multi-task to simultaneously manage dozens of work orders to resolution
• Analyze, resolve, and communicate the root cause and corrective actions of reported issues to clients in non-technical terms
• Test and deploy application updates and fixes before release to ensure quality
• Work closely with business users and the Business Systems Analyst team to identify and implement tool improvements
• As a component of continuous improvement, maintain awareness of upcoming tool releases and enhancements to be able to implement and communicate the changes within the Calian environment
• Prepare and maintain documentation of the tools to assist with application support and training, including but not limited to process flows, procedures, end-user manuals and training materials
• Understand Calian application data models to extract data, develop analytics, reporting and data visualizations in BI tools and platforms, based on enterprise-level processes and business requirements
• Assist with the analysis and dissemination of trends within the data

Qualifications

• Computer related college diploma or equivalent, preferred
• 2-3 years’ experience supporting SaaS applications in a business applications role
• Experience supporting Atlassian (JSM, Jira and Confluence) systems
• Knowledge of Hubspot, DocuSign and Concur will be an asset
• Experience with Microsoft Power Automate on the M365 side will be beneficial
• A clear sense of urgency to achieve results. A “can-do”, “let’s make it happen” attitude and a focus on a positive customer experience
• Ability to identify efficiencies and make suggestions for continuous growth and improvement with a commitment to excellence
• Initiative-oriented, and able to work independently with all levels to help them achieve their business goals
• Ability to develop business acumen to be able to translate business needs into technology solutions
• Ability to conduct research regarding new or related tools and technologies, based on business requirements
• Ability to understand new technologies and process changes and learn/adapt quickly
• Ability to present ideas in business-friendly and user-friendly language
• Ability to think proactively, critically, and independently to make good decisions
• Exceptional attention to detail and committed to a high degree of accuracy. Must be able to gather, prioritize and analyze information skillfully
• Flexibility and calmness in dealing with managing multiple priorities and projects simultaneously with a track record of creativity and innovation in problem solving

Candidates located in Ottawa will work in a hybrid mode, coming to the office three times a week. We are also open to candidates who are based remotely anywhere in Ontario.

Additional Requirements

• Identify straight forward issues and apply standard policy, procedures and processes to resolve them
• Ready access to more senior roles for escalation of more complex issues