Product Support Analyst at CMiC providing first contact support for software inquiries and issues. Actively engaging with customers to troubleshoot problems and enhance client relationships.
About the role
- Application Support Analyst responsible for software infrastructures and applications at Aviso Wealth. Collaborating with multiple business units and vendors to ensure seamless application delivery and support.
Responsibilities
- Manage and own delivery of application in collaboration with Aviso Business Units
- Lead and facilitate activities with vendors, including working closely with Aviso IT department with respect to the vendor roadmap
- Responsible for attending Focus Groups and Steering committees, coordinate with delivery teams for development work
- Review application releases for the apps under BAU scope and work with IT and Aviso Business units on these releases
- Manage day to day issues from Aviso Business Units with respect to the Applications
- Responsible for managing the BAU ticket queue/scope of work for various applications, Address regulatory, risk and audit requirement issues
- Responsible for managing all configuration changes for the Application
- Works with third party vendors with respect to data coming from the various Applications via SFTP, API, and other connectivity modes.
- Provide application support while recognizing bugs and opportunities for application enhancements and acts as a liaison between End-Users, Business Analysts and Developers
- Facilitate communication between technology teams and other departments on issue status and resolution
- Provide Overnight or weekend support for the applications on a rotational basis
Requirements
- IT related Diploma or Computer Science degree
- 3-5 years as Tier1/Tier2 Application Support in enterprise environment and experience using a ticketing system
- Certificat in ITIL
- Experience with SFTP, API, and other connectivity modes
- Excellent customer service and interpersonal skills
- Aptitude for learning, understanding, and applying new concepts
- Excellent analytical, critical thinking and problem solving skills
- Strong organization and detail-orientation with a commitment to documentation
- Fluent communication skills in English are required and bilingual skills in French are an asset
Benefits
- Competitive compensation package that rewards and recognizes individual contributions
- Excellent health, dental and insurance benefits to meet the diverse needs of our employees
- Generous vacation time, fitness benefit, parental leave top-up options
- Matching contributions to our retirement program
- Commitment to the continuous improvement of our staff through learning & development and an education assistance program
- Regular social events to foster teamwork
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