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Application Support Analyst

Surrey, BC
Full Time
8 hours ago
Title: Application Support Analyst
Company: Coast Capital SavingsFederal Credit Union
Location:British Columbia (CA-BC),[[filter1]]
Job Type:Full Time

Together, we help empower you to achieve what's important in your life.

What's the job?

The Applications Support Analyst will provide an outstanding support service experience to our clients and ensure the timely resolution of support incidents or service requests. The Applications Support Analyst must be knowledgeable of technology processes and coordinate with internal departments as well as 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 to the issue or by managing issues through to resolution by tracking and documenting their concerns for escalation to Tier 3 support.
What you'll get to do:
  • Work and communicate within a diverse cross functional team and vendor resources team, striving to meet our Service Level Agreements and clients expectations
  • Investigate client data issues and collaborate with clients to identify issues or defects
  • Document required bug-fixes, feature requests and solutions to known issues.
  • Collaborate in creating a reference archive.
  • Educate other staff and stakeholders on technical issues as needed and train on work arounds as necessary
  • Mentor Tier 1 team members and help build the client knowledge base.
  • Manage Service requests according to predefined processes and procedures and escalate cases to Tier 3 Support as appropriate and necessary
  • Maintain issue tracking system in order to keep internal/external stake holders informed of case progress.
  • Utilize existing systems and tools to properly progress all open issues to closure
  • Core Banking: Become an expert of the Banking application and understand its advanced functionality. Collaborate with other application subject matter experts as necessary to determine root cause and workarounds
  • Corporate Applications: Become an expert of applications under the department portfolio and understand their advanced functionality. Collaborate with other application subject matter experts as necessary to determine root cause and workarounds
  • 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?
  • Diploma in Information Technology or Application support
  • Minimum 4 - 6 Years of Job-Related Experience
  • Minimum of 5 years of experience providing application support for a multi-channel digital application (web & Mobile), ESB, API Integration or CRM. Prior Salesforce or Muesoft experience an asset.
  • Core Banking App Support: Minimum of 5 years experience providing application support for an ERP or CRM. Prior experience supporting T24 or other banking applications an asset.
  • Solid skill with MS Office tool set, MS Access, and Visio.
  • Corporate Applications: Solid skill with web based applications: HTML, JavaScript, CSS, Java, C#
  • Solid knowledge of databases (data analysis and report): T-SQL, SQL Server
  • Solid ability and motivation to adapt to and learn new technologies.
  • Advanced troubleshooting and root cause analysis skills
  • Core Banking: Solid skill with ERP or CRM application and data access mechanisms inlcuding SQL C# etc.
  • Advanced client management, customer service skills
  • Advanced professionalism within all forms of communication with excellent written and oral communication skills appropriate for varied audiences.
  • Demonstrated ability to communicate and work effectively with management, clients and peers, even in stressful situations
  • Exceptional attention to detail
  • Solid ability to effectively prioritize and manage multiple concurrent tasks
  • Advanced ability to approach problems with high-energy, a positive attitude and to look for the opportunities presented within challenges.
  • Advanced and demonstrated critical thinking and problem solving skills
  • Demonstrated ability to collaborate effectively and work independently
    At Coast Capital, we value diversity, equity and inclusion. We're not all the same and we like it that way. We don't just accept differences - we celebrate, support, and we thrive on them for the benefit of our employees, our members, and our community. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe, the more inclusive we are, the better our work will be.