Senior Application Support Analyst | Analyste senior en support applicatif

Jesta I.S.•Montreal, QC

61d•Hybrid

About The Position

Jesta I.S. is a leading supplier of ERP software for the apparel, footwear, and soft-goods industries. Our global client base includes many recognizable brands and continues to grow. We are seeking a Senior Application Support Analyst to join our Customer Support team in Montreal. The Senior Application Support Analyst is an experienced member of the Customer Support team responsible for resolving complex L2 tickets, mentoring junior analysts, contributing to the knowledge base, and driving client-facing support activities. You will independently support two or more ERP modules, lead client meetings to review open issues and propose solutions, maintain an Empowerment/Issues list, and influence operational improvements that increase system stability and customer satisfaction.

Requirements

College diploma or university degree in Information Systems, Business, Computer Science, or a related field.
Prior experience in ERP application support is highly valued.
Demonstrated experience investigating, analyzing, and documenting application issues.
Comfortable working with medium-to-large scale retail/wholesale projects and client environments.
Strong functional knowledge of ERP modules (Finance, Inventory, or similar).
Familiarity with integrations, workflows, and data discrepancy troubleshooting.
Phone/VoIP: RingCentral, 8x8
Ticketing: Zendesk, Jira Service Management
Knowledge base/wiki: Confluence
Communication: Outlook, Microsoft Teams
Internal ERP admin tools and SQL basics (advantageous)
Strong customer service orientation and ability to de-escalate critical situations.
Excellent verbal and written communication skills — capable of leading client discussions.
Analytical mindset with excellent troubleshooting and problem-solving skills.
Ability to prioritize tasks and manage time effectively in a fast-paced support environment.
Collaboration and leadership capabilities—able to mentor junior staff and lead meetings.
Initiative and accountability for high-quality service delivery.
Continuous learning mindset and adaptability to system changes and client needs.

Nice To Haves

Internal ERP admin tools and SQL basics (advantageous)

Responsibilities

Ticket Resolution (L2): Resolve complex Level 2 support tickets including workflow errors, integration issues, and data discrepancies.
Module Support: Provide independent support across two or more ERP modules (e.g., Finance, Inventory).
Empowerment / Issues List: Maintain a list with at least 12 documented items and workarounds to expedite recurring issue resolution.
Knowledge Base & Documentation: Contribute extensively to the internal knowledge base (Confluence) and create clear documentation for recurring issues and fixes.
Client Engagement: Lead client meetings to review open issues, present status updates, and propose solutions.
Escalation & Collaboration: Escalate and coordinate with Development, Product, QA, and 3rd-tier teams when required; provide clear reproduction steps and impact details.
Mentorship: Mentor Level I analysts—share knowledge, review escalations, and support skill development.
Testing & Quality: Participate in testing and validation as required; support QA and product teams by logging recurring issues and contributing to improvements.
Process Improvement: Identify ticket trends and recommend operational improvements to reduce repeat incidents and improve SLAs.
Documentation of Workflows: Keep accurate records of troubleshooting steps, resolutions, and customer communications in the ticketing system.
Shift & Support Coverage: Provide support within the team’s hours, and participate in after-hours coverage as needed.