Application Support Analyst - Background in software development and technical troubleshooting 93491-1

Position Title: Application Support Analyst - Senior

Duration: 6 months

Remote/Hybrid: Hybrid, Thursdays at 81 Bay Street 4 Friday of the month.

Office Location: 81 Bay 32nd Floor

We are seeking a detail-oriented and technically proficient Application Support Analyst to join our team supporting a diverse portfolio of business-critical applications. This role is focused on application support-not development-and is ideal for individuals with a strong technical foundation and a passion for troubleshooting and resolving issues in a dynamic financial services environment.

Key Responsibilities:

• Provide day-to-day support for a variety of applications, including both locally hosted and vendor-managed platforms.

• Investigate, diagnose, and resolve application issues, ensuring minimal disruption to business operations.

• Collaborate with internal teams and external vendors to manage incidents and implement solutions.

• Maintain clear and timely communication with stakeholders regarding issue status, resolution timelines, and system updates.

• Utilize tools such as Visio and Excel to document workflows, processes, and issue resolutions.

• Support SSO configurations, system integrations, and basic networking-related troubleshooting.

• Manage and track support tickets using ServiceNow, ensuring accurate documentation and timely resolution.

• Participate in knowledge sharing and continuous improvement initiatives within the support team.

Must Have Requirement:

• Background in software development and technical troubleshooting

• Understanding of SSO, API integrations, and basic networking concepts (no security protocol experience required).

• Proficiency in Microsoft Excel and Visio for documentation and analysis.

• Experience with ServiceNow

• Ability to communicate technical issues in basic language.

• Experience investigating and troubleshooting system integrations across various platforms.

• Familiarity with FTP systems and file transfer processes.

• Providing support for both internally developed applications and externally hosted cloud-based (SaaS) solutions.

Nice to Have:

• Previous help desk or technical support experience is considered an asset.