Production Application Support Analyst

Here's a brief overview of the tasks and responsibilities you'll be able to do:

• Provide daily support and stability of production environments for multiple applications;
• Monitor and support day-to-day production activities;
• Receive, log, analyze, and respond to incidents, service requests, changes, and problems;
• Diagnose technical and functional issues reported by users and provide resolution within the agreed timeframe;
• Understand existing applications from a functional and technical point of view;
• Resolve incidents within established service levels;
• Perform user configuration and provide functional support when required;
• Route complex incidents to Level 3 support teams and communicate patches to requestors;
• Collaborate with teams located in different time zones to ensure efficient succession;
• Apply the necessary controls to prevent the recurrence of incidents;
• Contribute to the maintenance of current operations and compliance with delivery schedules;
• Be flexible with work schedules to meet operational needs;
• Guide and support team members in achieving common goals;
• Test new features before they are released;
• Foster communication between application support and development teams;
• Implement effective workarounds for common operations;
• Analyze technical issues in production, recommend fixes, and follow up until they are deployed;
• Propose improvements to support processes while minimizing risk;
• Provide level 1 and 2 support and evaluate alternative business solutions to reduce operational impacts;
• Perform rigorous tracking of production alerts and monitoring dashboards;
• Ensure effective communication, escalation and accountability when required;
• Support users in resolving technical issues.

The profile you are looking for is as follows:

• Bachelor's or master's degree in computer science;
• Possess more than five (5) years of experience in a similar role covering the majority of the responsibilities described;
• Be proficient in SQL, UNIX, and Windows;
• Use Power BI to produce reports that meet operational needs;
• Learn about reporting in ServiceNow;
• Knowledge of artificial intelligence (an asset);
• Experience with monitoring tools such as Dynatrace (an asset);
• Produce advanced reports using Excel and automate their generation;
• Demonstrate autonomy in conducting investigations and mobilizing the necessary stakeholders;
• Demonstrate great flexibility to participate in late shifts;
• Effectively communicate case progress, risks and issues to stakeholders;
• Adopt a customer-oriented approach by identifying needs and proposing appropriate solutions;
• Experience in managing cross-functional projects.
• This position requires fluency in French and English for daily tasks, understanding documentation, and professional communication with customers, suppliers, and colleagues across Canada. French and English language skills are essential, both oral and written.