Service Support Analyst

Contract
canada
Posted 8 months ago

There is a 6 month contract opportunity for a Service Support Analyst in Toronto. Possibilities of further contract extension exists after initial mandate

Work would be done remotely until the pandemic situation normalizes.

Please reply if you’re available. In case you are not the right resource, please refer someone. Thanks

 

Must Have:

– Reliability level Federal Security clearance is mandatory

– 3-5 years of experience in Information systems

– Knowledge of computer software, including applications and programming including in Structured Query Language (SQL) and Java

– Knowledge of the practical application of computer programming

– Knowledge of principles and processes for providing customer services

 

If you are available, please send your resume to bakul.jain@2iresourcing.ca  refer someone interested.

 

Thanks

 

 

Job Posting Title:   Service Support Analyst

 

Job Posting Start Date:   12/07/2020

Job Posting End Date:   05/28/2021

 

Site:   Toronto

 

Description:   NOTE:

 

– Contract start date is ASAP and the contract duration is 6 months

– Possibilities of further contract extension exists after initial mandate

– Hired contractor will initially start working remotely. When Innovapost resumes onsite work, hired contractor will have to work fulltime onsite as well

– This is not a shift-based work. However, based on deployment schedules, the contractor may require working during the weekends. Contractor will be paid for straight hours and no OT will be paid

 

Summary of role:

 

  • The Service Support Analyst provides day to day application support to the Purolator business teams and supports a wide variety of application related services such as application lifecycle management including Software as a service (SaaS) applications.
  • This role will assist with the day-to-day service requests from users and support other Information System operational areas in managing and resolving incidents.
  • Must have the ability to adapt and support changing application landscape with a focus to provide high level customer service.
  • With a heightened focus on developing and implementing standard support models and processes using industry best practices, this role is responsible for production support, troubleshooting incident and problem management, service transition and release management.
  • Brings 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.

 

Responsibilities

  • Provide application support and maintenance including daily checks, minor fixes or changes and minor application upgrades /patches (as well as documentation management) for Commercial-off-the-shelf and custom applications
  • Provide technical and functional guidance
  • Resolve moderate to complex problems
  • Support testing
  • 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;
  • SME support on project
  • Provide on-call support as required
  • Identify and improve continuous process improvements

 

Must have skills

–    Typically has 3-5 years of experience in Information systems

–    Knowledge of computer software, including applications and programming including in Structured Query Language (SQL) and Java

–    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)

–    Excellent problem solving, communication and time management skills are a must

–    Service Excellence focused and always incorporates the view of the end user in technical solutions.

 

Nice to have skills:

–    Working as a highly reliable, quality oriented, customer focused, high performing team member.

–    Able to Create and follow documented procedures.

–    Good verbal and written communication skills

–    Web development skills: JavaScript, PHP, HTML 5, JAVA, CCS, .NET is an asset

–    Independent, self-starting attitude

 

Education and certification

 

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

Apply Online

A valid email address is required.
A valid phone number is required.