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Application Support Analyst

September 6 2021
Industries Healthcare, social assistance
Categories Information Technology, Help Desk, Analyst
Mississauga, ON

Summary:

The Application Support Analyst is responsible for providing application support to internal CFPC staff and Chapter members and is a member of a dynamic team undergoing changes and IT service management evolution.  The Analyst works closely with other members in IT to provide excellent support services for the College's growing portfolio of business solutions.  Key responsibilities include help desk support, analysis, debugging and resolution of application issues.

Main Responsibilities

Essential Duties include:

  • Manage a fast-paced queue of help desk support inquiries and requests, for applications using .Net technologies, iMIS, Kentico-based web portals, SQL Server database
  • Triage help desk tickets and first level support for applications used by internal staff and members of the College
  • Assess support inquiries in order to identify whether issues are system or user related
  • Follow standard operating procedures to maintaining a consistent number of open/closed tickets and ensure adherence to established service level standards
  • Hold and facilitate user sessions to review, prioritize, and gather facts for timely resolution of operational issues, ensure customer service satisfaction for users
  • Incident and problem management – coordinate with others help desk support team members (e.g. Desktop, Infrastructure) to triage tickets, categorize and document qualified system issues, escalate break-fixes for second level support to development team, document resolution to knowledge base
  • Investigate and analyze root causes of qualified system issues
  • Contribute to continuous improvements on applications by providing inputs based on user feedback, identify and document opportunities for improvement based on user suggestions
  • Act as the liaison between the internal teams and application vendors, track vendor related issues and escalate appropriately
  • Keep users up to date regarding cases pending confirmation when applicable
  • Contribute building data reports requested by CFPC business units (from Membership management system, SQL Database and iMIS)
  • Support with user acceptance testing, data migration, data integrity and quality assurance
  • Maintain a high-level knowledge of the College's business activities and how all systems integrate with other platforms (i.e. other systems used in Finance, Exams, Self- Learning, Certificates of Added Competence, Continuing Professional Development, Research, Chapters, etc.)
  • Assist with updating, revising, and uploading new approved bilingual content to various sections of the iMIS member portal
  • Maintain and administer iMIS portal user access, licensing, and accounts
  • Support/administer SharePoint-based intranet site
  • Administer SharePoint, Kentico, Igloo and Survey Gizmo platforms, where required
  • Create user manual and/or knowledge-based articles for IT business solutions team and other business units, where required

Related Duties include:

  • Ensure effective and professional communications with all internal/external contacts
  • Develop and maintain collaborative relationships at all levels of the organization
  • Work in accordance with all CFPC policies, procedures and processes, and all applicable legislation
  • Work in accordance with all health and safety requirements
  • Demonstrate behaviours aligned with the CFPC Values
  • Demonstrate competencies aligned with the CFPC Competency Framework 
  • Contribute to delivering on the overall work plan of the department and strategic goals of the CFPC
  • Participate on special projects as required
  • Participate on internal staff committees or working groups as required
  • Assist with the onboarding of new team members as required
  • Support the team and collaborate with colleagues to ensure department needs are met including absence coverage and cross-training as required

 

Requirements:

  • University degree or College diploma in a related field is desirable (Business or IT preferred)
  • Minimum 3 years of Web and Windows-based application, help desk support, and/or quality assurance experience
  • Knowledge of MS .NET application development is an asset
  • Minimum 2 years of experience with SQL Server database, writing queries and, producing SSRS based reports
  • Minimum 3 years of experience supporting enterprise applications using technology based on .NET, ASP.NET, C#, C++, XML, JavaScript, MS SQL (SSRS/SSIS), SharePoint, CMS platforms (WordPress, Kentico), and Software-as-a-Service application delivery models
  • Minimum 3 years of experience and technical skills in creating SQL Server database queries based on business requirements
  • Experience administering SharePoint 2010 and above, including managing of documents, workflows, lists, libraries, user accounts, access control, etc.
  • Familiarity with Content Management System, such as Kentico, WordPress or Sitecore.
  • Knowledge of web technologies such as SSO, MFA, Payment Gateway, etc.
  • Administration of Payment Gateway (e.g. Chase Hosted Payment Gateway) considered as an asset
  • Experience supporting and troubleshooting issues with Web Services/APIs, using Postman or similar tools
  • Experience administering applications hosted on cloud platform (AWS or MS Azure) considered as an asset
  • ITSM or ITIL training experience considered as an asset
  • Experience in health care industry considered as an asset
  • Minimum 2 years of experience with membership management systems (iMIS) or CRM - Familiarity with modules including content management, security, query development reporting, etc. would be an asset
  • Excellent prioritization and organization skills, demonstrated ability to conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities
  • Ability to present technical issues to a non-technical audience
  • Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial
  • Self-motivated with a proven ability to project a positive attitude
  • Solid understanding of web-based application architectures
  • Hands-on experience with Microsoft Office, screen capture, and help desk tools
  • Excellent verbal and written communication skills with ability to express ideas clearly and effectively in English; French is an asset

Working Conditions:

  • Open-concept office environment
  • 8:00 a.m. – 4:00 p.m. or 8:30 a.m. – 4:30 p.m. or 9:00 a.m. – 5:00 p.m. Monday to Friday
  • Flexible for occasional overtime as required

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