Application Support Analyst

Mitacs - Vancouver, BC (30+ days ago)

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Do you want to be part of our innovative and entrepreneurial team?

Do you thrive in an entrepreneurial environment and enjoy working in a team atmosphere? Are you an “outside the box” thinker who strives to implement continuous improvements? Do you take a strategic approach to your work? Do you enjoy in a fast-paced culture where your opinions are valued and respected? Do you enjoy building partnerships to solve mutually beneficial challenges?

Mitacs is a national not-for-profit that helps industry and non-profit partners solve strategic challenges by leveraging Canada’s world-class post-secondary talent and a global network of industry, academic, and government partnerships. Through these collaborations, Mitacs helps business and community partners succeed, improves students’ on-the-job skills development, and strengthens Canada’s world-class innovation ecosystem. At Mitacs, we strive to develop the next generation of innovators with vital research and business skills. In partnership with domestic and international companies, governments and academia, we support a new economy using Canada’s most valuable resource – its people.

To get a better understanding of Mitacs and read more about our values please visit our website

APPLICATION SUPPORT ANALYST

KEY RESPONSIBILITIES:
Utilize helpdesk ticketing system to log, track, and provide support for incidents and issues
Respond to tickets in a timely and professional manner; appropriately escalating issues when needed
Respond to incident and service requests as indicated in Mitacs IT Service Level Agreement
Resolve incidents/service requests for tasks that don’t require escalation
For escalated incidents/service requests, act as the hub for issues/service request between the Mitacs user and Mitacs infrastructure/development team or external 3rd party vendors application support personnel or development/engineering teams.
Analyze and troubleshoot defects / test results and be able to deduct the chain of events leading to a failure.
Create/document testcases that can be forwarded to infrastructure/development or 3rd party vendors
When possible or practical, provide solutions to user’s service requests based on the software that’s part of your application portfolio
Portfolio of applications that you will be responsible include but not limited to: Office 365 (SharePoint, One Drive for Business, Teams, Planner, Power Automate (Power Apps, Flow), Power BI), Dynamics 365 CRM, 3rd party SaaS systems
Keep abreast of improvements and other planned releases of application portfolio
Keep abreast and research of new SaaS solutions that could address users needs
Perform other related duties as required

SKILLS AND EXPERIENCE:
At least 3 - 5 years work experience in providing technical support to end users
Excellent oral and written communication skills with the ability to express ideas clearly in writing or over the phone
Effective interpersonal skills with the ability to deal professionally with people in a tactful and respectful manner, and to maintain effective working relationships with customers·
Effective organizational skills and the ability to work well under pressure with frequent interruptions, cope with a demanding workload, and to meet deadlines· Ability to work independently and collaboratively as part of a team
Excellent problem-solving skills and able to think “outside the box” for creative solutions
Resourceful - able to find answers to problems using limited resources
Ability to comprehend, explain and follow complex guidelines, policies, and procedures
Strong background with Microsoft SharePoint Online especially as it relates to creating new sites.
Experience using related SDLC and CI (continuous integration) tools such as JIRA, Bitbucket, and Jenkins.
Working knowledge in using VSTS/TFS and Bitbucket source control system

Strong initiative to improve processes, tools, methodologies, and overall quality of the products/services.

Mitacs fosters a culture where creativity, innovation, diversity, and inclusion are valued, encouraged and fostered. We offer a comprehensive benefits package and a team-based work environment, and we are proud to be an Equal Employment Opportunity employer.