Service Support Analyst

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Date: Jan 21, 2022

Location: Ottawa, ON, CA, K2K 3N5

Company: Innovapost

What role will you play?

The Service Support Analyst provides application support to the organization and a wide variety of application related services such as application lifecycle management. This role will assist with the day-to-day service requests from users and support other IS operational areas in managing and resolving incidents. They also bring broad service and applications knowledge, significant support experience, process analysis, understanding of business and technical requirements, some training experience and the ability to work closely with technical and business users.

What will you be responsible for?

  • Provide application support and maintenance including daily checks, minor fixes or changes and pre-scripted procedures
  • patches (as well as documentation management) for COTS and custom applications
  • As part of systems testing and implementation, support service readiness and acceptance efforts
  • Support the Service / Help Desk in day-to-day end-user assistance and event management, including incident troubleshooting and resolution
  • Monitor performance of assigned applications, identifying bottlenecks, and working to remove them
  • Develop documents and revise system design procedures, test procedures, and quality standards, including working on development projects;
  • Perform/Support testing related activities
  • Part of a 7*24 rotation team 
  • Support of Cisco Jabber client, Cisco CUCM and IM&P server apps and Microsoft AD LDS
  • SOTI MDM Staging Deployments (Plus assistance at night with production deployments)
  • Production APK Verification for mobile devices for pilot deployments
  • Testing/validation for RFC/changes on weekends (wi-fi, Portals, EM, etc…)
  • Troubleshooting wi-fi/cellular connections on mobile devices
  • Conveying technical information to non-technical audience
  • Provide application support and maintenance including daily checks, minor fixes or changes and minor application upgrades / patches (as well as documentation management) for COTS and custom applications
  • Provide technical and functional guidance
  • Resolve moderate to complex problems
  • As part of systems testing and implementation, support service readiness and acceptance efforts
  • Support the Service / Help Desk in day-to-day end-user assistance and event management, including incident troubleshooting and resolution
  • Monitor performance of assigned applications, identifying bottlenecks, and working to remove them
  • Develop documents and revise system design procedures, test procedures, and quality standards, including working on development projects;
  • Support testing
  • Provide on-call support as required

What skills you need for this role to be yours?

  • Knowledge of computer software, applications, scripting and basic SQL queries
  • Knowledge of the practical application of computer programming
  • Knowledge of principles and processes for providing customer services (customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction)
  • Bilingual (French&English)

Education

  • Academic : Post-secondary degree in computer science, Engineering, or Technology or equivalent in education and experience
  • Certifications : ITIL foundations (Asset)

 

 

The work we do at Innovapost impacts every Canadian. To work with us, you must be eligible to obtain a Canada Post Reliability Security Clearance.

Good luck! We are looking forward to meeting you, but unfortunately, we will not be able to meet all of you!

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