Application Support Analyst
Location: Surrey, Vancouver - GVA or Toronto - GTA
Job Type: Full Time
Starting Salary Range: $72,600-$90,700
myWork Options: In-person, Hybrid
Background Screening Requirement:
- Enhanced Criminal Record Check
- Credit Check
- Identity Verification
- Employment Verification
- References
What's the job?
The Applications Support Analyst (Corporate & Digital Banking Applications) will provide our clients with an outstanding support service experience and ensure the timely resolution of support incidents or service requests. The applications support analyst must know technology processes, coordinate with internal departments, and follow documented departmental procedures and guidelines. The ASA resolves issues directly where possible by investigating and documenting the business and systems cause, troubleshooting, proposing and validating solutions, or managing issues through to resolution by tracking and documenting their concerns for escalation to Tier 3 support.
Well-versed & experienced with Incident, Problem, & Change Management methodologies, handling production issue (P1/P2) calls independently, along with Major incident reviews and RCA.
What you'll get to do:
Communication
- Work and communicate within diverse cross-functional and vendor resources teams, striving to meet our Service Level Agreements and clients' expectations.
Data Analysis
- Investigate client data issues and collaborate with clients to identify issues or defects.
Follow Through
- Document required bug fixes, feature requests and solutions to known issues.
- Collaborate in creating a reference archive.
Leadership
- Educate other staff and stakeholders on technical issues and train on workarounds as necessary.
- Mentor Tier 1 team members and help build the client knowledge base.
Operations
- Manage Service Requests according to predefined processes and procedures and escalate cases to Tier 3 Support as appropriate and necessary.
- Maintain an issue-tracking system to inform internal/external stakeholders of case progress.
- Utilize existing systems and tools to progress all open issues to closure properly.
Personal Effectiveness
- Core Banking: Become an expert in the Banking application and understand its advanced functionality. Collaborate with other application subject matter experts to determine root causes and workarounds.
- Corporate Applications: Become an expert on applications under the department portfolio and understand their advanced functionality. Collaborate with other application subject matter experts to determine root causes and workarounds.
Problem-Solving
- Collaborate with Quality Assurance to validate workarounds or fixes.
- Receive and prioritize a significant volume of Service Requests.
- Maintain current knowledge of defects and recognize patterns or trends which may identify a common cause.
Who are we looking for?
- Minimum 3 – 5 Years of Job-Related Experience
- Corporate Applications Support: Minimum of 3 years of experience providing application support for a multi-channel digital application (web & Mobile), ESB, API Integration or CRM. Prior Salesforce or Muesoft experience is an asset.
- Core Banking App Support: Minimum of 5 years experience providing ERP or CRM application support. Prior experience supporting T24 or other banking applications is an asset.
- Diploma in Information Technology or Bachelor of Information Technology
- Solid skills with MS Office toolset, MS Access, and Visio.
- Corporate Applications: Solid skill with web-based applications: HTML, JavaScript, CSS, Java, C#
- Solid databases experience (data analysis and report): T-SQL, SQL Server
- Experience with API & MuleSoft Knowledge is an asset.
- Advanced troubleshooting and root cause analysis skills
- Advanced client management customer service skills
- Demonstrated ability to communicate and work effectively with management, clients and peers, even in stressful situations.
Equity, Diversity & Inclusion at Coast Capital
Don’t meet every single requirement? At Coast Capital, we believe everyone has potential. We are committed to building better, brighter, more inclusive futures for everyone – including our employees. We see the potential in our employees to achieve amazing things and want to invest in your future. If you’re excited about this career opportunity and your experience may not perfectly align with every qualification in this job posting, we still encourage you to apply. You may be just the right candidate for this or other opportunities at Coast Capital.
At Coast Capital, we are committed to equity, diversity and inclusion. We strongly encourage applications from Indigenous Peoples, Black, and racialized persons, persons with disabilities, people of diverse sexual and gender identities and women. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences and expertise benefit of our employees, our members, and our community.
We strive to provide an accessible candidate experience for our candidates with different abilities. If you require any accommodations, please contact accessibility@coastcapitalsavings.com or call 778-391-5836. We will work with you to meet your needs.