Application Support Analyst

Description

ROLE : Application Support Analyst

REPORTS TO : Technology Experience Manager

LOCATION : Remote / Corporate Office in Richmond Hill (Hybrid)

COMPANY OVERVIEW

Venterra Realty is a well-capitalized, privately held investment and technology company with $5.0 billion in managed assets and $375+ million in revenues.

It owns and operates over 80 multi-unit residential properties in the highest growth cities in the United States.

We are honoured to have received numerous workplace recognitions including for the past six years in a row and having been named a four-time winner!

We are looking for people who :

• Have strong personal values and want to work for a values-based company
• Are ambitious and hard working with exceptionally high personal standards
• Embrace problem-solving and learning new skills
• Thrive in a rapidly changing and high growth environment
• Are passionate about driving continuous improvements and the use of technology with data to drive business results

THE OPPORTUNITY

This is an exciting time to join Venterra as we are seeking to build on Venterra’s current success and continue to position the organization as a leader in the use of technology.

Our solutions to date have been a combination of implementing customized third-party solutions and building in-house solutions from scratch to proactively build out our technology stack with best practices while delivering an exceptional user / customer experience.

Reporting to the Technology Experience Manager, the position of an Application Support Analyst has been newly created with the purpose of ensuring the service quality of our application suite.

We are a highly collaborative team and enjoy a great work environment. Our corporate culture stresses integrity, respect, candor and openness, excellence, and teamwork.

Hard work is rewarded and we look for professional, enthusiastic and self-motivated people who are interested in refining processes and improving user experience.

KEY JOB RESPONSIBILITIES

Application and batch monitoring : Monitor applications for service interruption or degradation. Monitor batch jobs for failures.

Analyze alerts and determine if they need to be escalated.

• Implementing data fixes : Writing and executing SQL to resolve data problems in our production environment.
• Incident management : Act as a first responder for application incidents and coordinate with the relevant teams and stakeholders.

Provide progress updates for users.

Problem management : Identify patterns in support to identify problems, understand their impact, and work with software development.

Liaise with the product team to prioritize fixes.

• Availability management : Measure the availability of our applications and report on them monthly.
• Property acquisition : Assist the acquisition team in enrolling new properties that Venterra acquires into our applications.

Execute SQL queries and perform post-acquisition data fixes.

• Documentation : Build out our internal knowledge-base about application operations and keep it updated.
• Other ad hoc initiatives and requests as required

While we see this role as generally normal business hours, it may also involve responding to critical failures between 06 : 00 and 00 : 00 (Eastern Time).

However, we expect such out-of-hours incidents to be rare.

CANDIDATE PROFILE

• 2-3 years’ previous experience supporting, configuring, and monitoring business applications
• Good understanding of relational database concepts (. tables, views, procedures)
• Proficient in SQL (. select, update, delete, joins)
• Strong communicator at all levels with exceptional verbal and written proficiency
• Is motivated, with a passion for seeking improvements wherever they can be found while being able to understand business needs balanced with development priorities
• Excellent analytical skills coupled with technical acumen and the ability to use tools and run commands and procedures in a technology context

Beneficial Skills and Experience

• Familiarity with Atlassian products, including Jira, Jira Service Management, and Confluence
• Knowledge of ITIL concepts and terminology

Venterra Realty is an equal opportunity employer. Accessibility accommodations are available on request for candidates taking part in all stages of the selection process.