Application Support Analyst

TEKsystems•Montreal, QC

2d•CA$70 - CA$85•Remote

About The Position

The Global Applications Helpdesk (GAH) Application Support Analyst is responsible for Level 2 support for several critical business applications used across the organization. The incumbent acts as the primary point of contact for the analysis, diagnosis, and resolution of complex application incidents. They collaborate closely with development teams, project managers, business users, and vendors to ensure the stability, availability, and performance of the supported applications.

Requirements

Bilingualism in French and English (spoken and written)
Minimum of 5 years of experience in application support
Experience with a ticketing management tool (ServiceNow is a significant asset)
Excellent analytical and problem-solving skills
High degree of autonomy and organizational skills
Ability to manage multiple files simultaneously
Experience in a corporate environment with compliance requirements
Excellent interpersonal skills and customer orientation

Nice To Haves

Experience with JD Edwards (JDE)
Experience with Oracle Hyperion
Knowledge of ERP systems
Experience with SOX controls
Experience in a multinational or industrial environment

Responsibilities

Provide Level 2 support for the company's business applications.
Analyze, diagnose, and resolve complex incidents.
Perform functional analysis to identify the root causes of problems and propose appropriate solutions.
Follow up on escalations with the teams responsible for the applications.
Process, qualify, document, and prioritize support requests.
Ensure rigorous management of the ticket lifecycle.
Meet established service levels.
Manage access requests and permissions according to required roles and approvals.
Ensure compliance with security controls and internal procedures.
Ensure compliance with current SOX procedures and controls.
Maintain adequate documentation of interventions performed.
Act as the primary point of contact for users.
Provide professional and efficient customer service.
Ensure proactive follow-up of incidents and requests.
Work closely with the GAH coordinator, Level 1 support teams, application teams, developers, and business stakeholders.
Maintain effective communication among all involved stakeholders.
Participate in the improvement of support processes.
Identify recurring problems and propose permanent solutions.
Contribute to optimizing the quality of services.
Write and update operational documentation.
Maintain the knowledge base and document recurring cases.
Facilitate knowledge transfer to Level 1 support teams and external vendors.
Support managers in their decision-making process when required.
Perform any other tasks related to their area of expertise.