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.

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.
30+ days ago