Location(s): Greater Vancouver Area; Greater Toronto Area
Job Type: Full Time Regular
myWork Program: Hybrid
Starting Salary Range: $72,700.00 - $90,900.00
Background Screening Requirement:

Enhanced Criminal Record Check

Credit Check

Identity Verification

Employment Verification

References

Role Purpose
The Applications Support Analyst (Corporate and Digital Banking Applications) 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.

Accountabilities

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 Personal Effectiveness

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

Skills & Qualifications

Corporate Applications Support: Minimum of 3-5 years of experience providing application support for a multi-channel digital application (web & Mobile), ESB, API Integration

High School Diploma plus completion of a Diploma Program (two years of formal education or equivalent) i.e. Diploma in Information Technology or Application support; Bachelors in Information Technology

Solid skill with MS Office tool set, MS Access, and Visio

Corporate Applications: Solid skill with web based applications: HTML, JavaScript, CSS, Java, C#, SQL, .NET, Digital & Cloud Platforms

Strong knowledge of API and MuleSoft

Experience with Dynatrace and Elastic Search an asset

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

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

Handle night deployments, after hours, and night on-call schedules independently

Experience with deployments via Jenkins an asset

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.

Coast Capital is committed to providing an accessible recruitment experience. If you are a candidate with a disability and require accommodation(s) during any stage of the recruitment process, please contact us at accessibility@coastcapitalsavings.com or 778-391-5836. This contact is intended solely for inquiries or feedback related to accessibility barriers, accommodation requests or alternate format requests. We will work with you to ensure your needs are met. You will only receive a response to inquiries related to these topics.


Why join Coast Capital Savings?

Purpose is our North Star. We look at everything through our purpose. It informs the advice we provide our members, the experiences and products we create, and the programs we build to support our employees and communities.

Committed to inclusion and engagement. We have an ongoing focus on equity, diversity, and inclusion and routinely track how we're doing, and what we need to do to keep improving. We foster a culture where everyone can feel safe to be who they really are and thrive.

A career that grows with you. We believe in developing our people and promoting from within. Many employees have spent decades, and sometimes their entire careers, with Coast Capital and have progressed from the frontlines to senior leadership.

Work where you're most effective. In 2020 the world changed, and that includes how we work. In response to COVID-19 we launched myWork, which gives employees flexibility in where they work based on the nature of their role.

Benefits that flex to the needs of you and your family. We offer comprehensive, customizable benefits for you and your family, so you can choose what fits best for you and your lifestyle.

Retirement options. We also take care of our employees once they retire. That's why we offer the choice of a defined contribution or defined benefit pension plan or RSP's.

Mortgage and auto financing benefits. Employees save thousands on their mortgages and auto loans with best-in-category benefits.

Real Recognition. We recognize excellence throughout the year, through an online community that lets employees give kudos and thanks throughout the year. We're human, which means we like to have fun with events, celebrations, and recognition throughout the year.

An award winning culture. We're a Platinum member of Canada's Best Managed Companies and are regularly recognized by Canada's Most Admired Corporate Cultures and the BC Top Employers Awards.

We reinvest 10% back into the community. When we do well, our communities do well. That's why since 2000 we've invested over $90 million into our member's communities.

Double your impact. Through our employee volunteer program, Coast Capital donates $10 for every hour you volunteer to a Canadian charity or non-profit of your choice.

D&I at Coast 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.