Support Analyst Jobs

About The Position

Requirements

• 2+ years of helpdesk or software support analyst experience.
• Bachelor’s degree or college diploma in an information technology field or equivalent on the job experience.
• Experience with high-level planning, problem solving and analysis.
• Experience with Agile, Scrum, and Kanban.
• Experience with Office 365.
• Applied knowledge of software development lifecycles.
• Functional knowledge of relational database management systems (RDBMS).
• Functional literacy of SQL with the ability to read, interpret, and execute simple queries.
• Excellent client service and communication skills to cultivate strong partnerships.
• Superior reading comprehension.
• Exemplary work ethic focused on consistent accountability, adaptability, attention to detail, and time management.
• A natural curiosity and desire to understand “why” things are the way they are.
• Sound critical thinking/analytical skills.
• General technical literacy is paramount.

Nice To Haves

• AI experience is a bonus.
• Knowledge or interest in labour unions is beneficial.

Responsibilities

• Manage end-to-end ownership of a diverse and high-volume client backlog. Respond to incoming tickets, e-mails, and calls. Host virtual client meetings to analyze problems and present solutions. Ensure issues are resolved within SLA standards from intake to delivery.
• Translate client needs into fully scoped functional specifications for the development team to resolve. Focus on addressing root causes rather than just surface-level concerns.
• Investigate, research, and replicate client-reported issues across both base and customized software environments.
• Enhance defect analysis by using small SQL queries to review data and logs. Decrease resolution time by performing minor data updates and UI adjustments.
• Design manual and automated test plans. Validate development fixes align with core specifications.
• Clearly define and guard the scope of work for each ticket to prevent scope creep while balancing client needs.
• Proactively manage client expectations through consistent progress updates, and empathetic communication regarding constraints and timelines.
• Educate and guide clients in effective use of the software. Proactively identify new features from the Product and Professional Services teams that offer value to your clients.
• Build and maintain long-term client partnerships by understanding custom software configurations, union sector challenges, unique client needs, and individual personalities. Advocate for clients internally by understanding their priorities, and underlying operational pressures. Identify new opportunities for client growth.
• Actively contribute to Scrum ceremonies (Standups, Planning, Refinement, Retrospectives). Collaborate with developers and others to improve outcomes.
• Maintain accurate internal and client-facing documentation, including support ticket logs, business rules, knowledgebase articles, and tutorials.
• Follow established SOPs while proactively identifying gaps to improve internal workflows. Perform additional tasks as required to meet evolving client and organizational needs.

Benefits

• Personal training plans and professional development.
• Flexible work hours and focus on work/life balance.
• Health, dental and vision coverage from day one of employment.
• Profit sharing and annual cost-of-living increases.
• GRSP contributions and monthly team-building events.
• Participation in hack weeks and an innovative culture.