Technical Support Analyst responsible for daily technical support to end - users at Torys LLP. Engaging in help desk calls, providing desk - side support, and maintaining documentation for efficient operations.
About the role
- Support Analyst responsible for ERP platform stability and technical support for Innovation Federal Credit Union. Collaborating with users and vendors to ensure effective operational continuity.
Responsibilities
- Provide Level 2 functional and technical support for ERP platforms and related integrations, following established support and governance processes.
- Investigate, triage, and resolve incidents and service requests, escalating issues to senior team members or vendors as required.
- Perform routine monitoring of system jobs, integrations, and overall platform health to proactively identify and address issues.
- Respond to user questions and troubleshoot operational issues related to ERP platforms in a timely and professional manner.
- Execute user access provisioning, role changes, and access reviews in accordance with documented security and approval procedures.
- Support testing activities including user acceptance testing (UAT), regression testing, and post‑deployment validation.
- Assist with change and release activities by supporting deployments, conducting post‑release checks, and escalating identified risks or issues.
- Maintain and update system documentation, support procedures, and knowledge base materials to support consistent service delivery.
- Support audit, risk, and compliance activities by gathering evidence, executing assigned controls, and adhering to security, privacy, and regulatory requirements.
- Identify recurring issues and improvement opportunities, contributing to process enhancements, documentation updates, and knowledge sharing across the team.
Requirements
- Post-secondary education in Information Systems, Business, Computer Science, or related field; an equivalent combination of education and experience will be considered.
- 1–3 years of experience supporting enterprise or business‑critical applications.
- Exposure to ERP platforms such as Microsoft Dynamics 365 or similar systems is an asset but not required.
- Basic understanding of business processes such as finance, procurement, or operations.
- Familiarity with IT service management practices including incident, problem, and change management.
- Experience working in a regulated or risk‑aware environment is an asset.
- Strong analytical, problem‑solving, and troubleshooting skills with a high attention to detail.
- Ability to communicate clearly and collaborate effectively with business users, technical teams, and vendors.
Benefits
- 7% employer-matched pension plan
- extended health benefits
- employee and family assistance program
- staff loan rate
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