Technical Application Support Analyst (Hybrid)

The Technical Application Support Analyst ensures that IT solutions are consistently implemented and fully supported for our business stakeholders. These solutions are designed to be reliable and meet business requirements. In your role supporting our Sage x3 application, you will be responsible for identifying business requirements, understanding issues, presenting possible solutions, configuration changes and deployment. This role requires excellent communication with stakeholders and our vendors to ensure alignment, resolve issues, optimize existing solutions, or scoping future enhancements. This role also works with and mentors junior Solution Analysts as they develop their skills and experience.

What we offer:

• Work environment - Work in our beautiful home office building with access to a fitness facility, onsite nurse, and a café
• Hybrid work model - Allows for a blend of in-office and work-from-home days
• Competitive compensation - Includes an annual bonus plan, pension plan, and parking allowance
• Flexible Benefits Plan - In effect from day one and offers three levels of coverage to select from to meet your unique, personal needs
• Paid vacation - There is an annual option to purchase additional vacation, too
• Wellness support - With an annual wellness allowance, paid personal care days and a 24/7 Employee & Family Assistance Program
• Opportunity to give back to some amazing causes in our community - Choose when and where to make an impact with a paid volunteer day, company volunteer opportunities, and a donation-matching program

Your Responsibilities:

• Ability to ensure compatibility and interoperability of systems within specific functional areas and across the organization
• Analyze and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards
• Develop and utilize standard templates to accurately and concisely write requirements specifications
• Communicate changes, enhancements, user requirements, modifications, and business requirements - verbally or through written documentation - to project managers, sponsors, and other stakeholders so that issues and solutions are understood
• Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems, and other post-implementation support
• Provide orientation and training to end-users for all modified and new systems
• Prioritize, schedule, and administer instances where defect or issue resolution is required
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and action taken, through to final resolution
• Work with vendors and 3rd parties to resolve hardware, networking, and software issues
• Prepare and deliver reports, recommendations, or alternatives that address existing and potential trouble areas in operating systems across the organization
• Ensures application and process security risks are identified and proactively analyzed with internal IT counterparts with engagement of 3rd party partners, where applicable
• Conduct research on software and hardware products to justify recommendations and to support purchasing efforts
• Assist in the deployment of new applications, maintenance, enhancements, and continuous improvement initiatives to existing applications and processes
• Coach and mentor junior employees

Your Skills:

• Problem solve and troubleshoot moderate to complex hardware and/or software issues in a timely manner
• Collaborate with stakeholders at any level to identify incident requirements, understand issues, review possible solutions and present recommendation
• Support the development of project plans gathering requirements and creating broad scopes. Participate in projects to implement new solutions or enhancements
• Evaluate the approach to deal with issues, either undertaking to resolve themselves or by escalating issues with other IT team members and vendors
• Mentor other Solutions Analysts and junior team members
• Adhere to all service management best practices on an individual level
• Creation and ongoing maintenance of moderate to complex support documentation as required
• Monitor, analyze, and troubleshoot software applications for potential issues and keep them running reliably
• Support application patches, upgrades, and installation when required
• Communicate the value of a process centric approach to solving problems and taking advantage of opportunities
• Work closely with business subject matter experts to understand challenges faced that could have a portion of the solution based on technology

Your Experience:

• College diploma in related field
• 3-5 Years in an application support role
• Experience with Sage x3 or an ITIL equivalent platform would be an asset
• Experience with ERP Software, experience with sage would be an asset
• Ability to work effectively with cross-functional teams
• Strong project management skills, including planning, execution, and monitoring
• Strong analytical and problem-solving abilities
• Ability to multi-task and shift priorities as required
• Able to set priorities based on business and stakeholder
• Proven time management and organizational skills
• Comfortable working with senior leadership as stakeholders
• Ability to bring existing skills and experience to any improve any business problem
• The ability to be prepared and ask intelligent and compelling questions when in any meeting
• Comfortable working in a team environment and able to take responsibility individually
• Prior experience overseeing and understanding a variety of technologies

#LI-Hybrid

Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that's created when our people from different backgrounds, identities, cultures and experiences share their unique perspectives. Diversity is key to our success and inclusion is everyone's responsibility.​

Job Requirements - Work Experience

Job Requirements - Education