Technical Support Analyst (Application)

UFA Co-operative Ltd.•Calgary, AB

2d•Onsite

About The Position

Reporting to the Sr. Manager, IT Cardlock and Retail Services, the Technical Support Analyst III (Application) provides timely application and endpoint support for incidents and service requests related to the critical applications associated with all UFA Petroleum Cardlock and Farm Store Locations. The Technical Support Analyst III will also be key in future feature requests, projects and implementations in the Cardlock and Point of Sale applications.

Requirements

A desire to streamline customer experience.
Post-secondary education, IT technology diploma or relevant certification
Experience in Application Support
7 - 9 years of related work experience:
Hardware/software systems and workstation based operating systems
7- 9 years related experience in an Application Support Role.
Ability to align business needs with solutions.
Ability to manage relationships with customers, internal and external IT service providers.
Flexibility/Adaptability is required, especially when working in a team environment.
Excellent written, oral and presentation communication skills
Ability to provide innovative ideas to assist UFA in continuing to be a key contributor in the marketplace.
Excellent analytical, problem-solving, and critical thinking skills with ability to multi-task
A natural desire to solve complex problems.
Proven organizational, decision making, time management and collaboration expertise.

Nice To Haves

Retail, and Petroleum business knowledge/background an asset
MS SQL Certification would be an asset.

Responsibilities

Provide support for Point of Sale (POS) incidents and service requests related to bugs, enhancements, and troubleshooting.
Provide support for Cardlock-related incidents and service requests involving software, hardware, and associated applications.
Support other critical applications at Petroleum and Farm Store locations.
Provide technical support on software and hardware, create and maintain required documentation.
Testing key enhancements/solutions in our Lab Environment not limited to Point of Sale and Cardlock Solutions
Assist in configuration updates/changes within Point of Sale
Assist in release deployments for Cardlock applications
Working with UFA Business Process Leads, Internal developers and other IT Teams on solutions to issues.
Working and coordinating with internal UFA Development team on enhancements and solutions to production issues
Act as technical contact to 3rd Party Software Vendors
Monthly patching of Cardlock devices and Point of Sale systems.
Provide technical assistance to our Petroleum Field Service Technicians
Participate and provide technical expertise on various projects as assigned
Participate in on call rotation.
May provide coaching to junior Analysts as required.
Other duties as assigned.