Bilingual Application Support Analyst ( Remote-Canada)

Reporting to the Manager, Service Delivery, the Application Support Analyst is responsible for client-facing support for the client's products and offerings. With guidance from the Application Support Lead, you will play a crucial role as a point of escalation for high-priority and complex technical issues reported by client end users that cannot be resolved at intake or triage levels, as well as moderate troubleshooting, Knowledge Base documentation, and service-related communications.

In addition to having exceptional customer service orientation with a focus on building positive client relationships, the Application Support Analyst has a firm understanding of  Service Management model and toolkit (JIRA), software development lifecycle (SLDC) at (for Production issues), project coordination in an Agile environment, to provide guidance, training, and support to team members to ensure effective problem resolution.

Fluency in both English and Quebec French is required for this role, as communication with stakeholders in both languages is essential.

Technical Stewardship: assist the Application Support Lead in guiding, coaching, and mentoring the team of Service Desk Analysts responsible for technical support and coordinating the resolution of complex issues with the application portfolio (Afflo, Peeristics, Unstackr, etc.), ensuring Service Management best practices standards are met and providing feedback wherever necessary.

Responsibilities:

• • Communicate and manage new and existing incident and service request tickets in accordance with Service Level Agreements (SLAs).
  • Respond, diagnose, and resolve issues within set SLA/SLO targets while logging all information and updates using JIRA Service Management toolset.
  • uphold ITIL and industry best practices in advanced logging, triage, scoping, and analysis to support troubleshooting and workflow replication, identifying workarounds whenever possible.
  • Acknowledge/validate and prioritize reported issues based on incident severity, impact to customer/end user experience and business operations, consulting with leadership on issue escalation and solution prioritization.
  • Promote system tools and Knowledge Base resources to support first contact resolution (FCR) and request fulfillment at Service Desk level whenever possible.
  • Provide guidance to Service Desk Analysts for escalation support as subject matter expert (SME) in coordinating with internal stakeholders and resolver teams on complex issues.
  • Manage and negotiate client expectations on issue resolution and request fulfillment, and convey technical information to non-technical stakeholders using excellent communication skills, both verbal and written.
  • ensure customer/business, client, support, technical parties are represented in the definition and evolution of services.
  • lead connect with vendors and facilitate issue resolution wherever integrated solutions are identified.
  • Provide after-hours support (on rotation) as point of contact for major incidents.
  
  

  Service Management: As part of the building and supporting Service Management Team, you will participate in and assist with:

  • Developing processes for service management including:
  • Incident management triage and resolution
  • Identifying areas for measuring and improvement
  • Working with the Manager, Service Delivery to align technical expertise with best practices, providing input on continuous improvement on existing processes where opportunities exist.
  • Adopting and promoting a client-centric philosophy in communications, employing empathy, patience, supportive language, and diplomacy.
  • Collaborating with teams and managing multiple priorities effectively in a fast-paced environment.
  • Adhering to client security, privacy, and confidentiality requirements and practices for all work performed on behalf of or for clients and related client projects.
  • Develop a thorough understanding of client needs and the client environment so as to prioritize efforts and maximize the value added to projects.
  • Maintaining a thorough understanding of products and offerings (Afflo, Peeristics, Unstackr, etc), and staying updated on industry trends and emerging technologies.
  
  

  Problem Management: Collaborate with cross-functional teams within  (Implementation & IT Operations) to:

  • provide details gathered during Incident Management stages to capture and communicate system behaviour, root causes, fix details, and expected results.
  • solicit feedback on solutions and testing outcomes with external stakeholders.
  • support Service Manager and Application Support Lead with release planning efforts.
  
  

  Documentation: Maintain comprehensive documentation of technical issues, incident resolutions, and best practices using Confluence (JIRA toolset). Share knowledge with the Service Desk team to facilitate continuous learning and skill development.

  General:

  • Maintaining an advanced understanding of  products and offerings (Afflo, Peeristics, Unstackr, etc), and staying updated on industry trends and emerging technologies.
  • Contribute to establishing and continuously improving innovative and best practices in software development and support.
  • Uphold high standards for security, privacy, and confidentiality in all aspects of the role. Adhere strictly to company security, privacy, and confidentiality policies, directives and practices. If and when applicable, adhere to client security, privacy, and confidentiality requirements and practices for any and all work performed on behalf of or for clients and related client projects.
  • Adherence to strict deadlines in a demanding environment.
  • Promote positive leadership philosophy in all interactions.

  Provide guidance to junior members of the team.

Key Qualifications

• Bachelors Degree in Computer Science, Engineering or in a related field (or equivalent)

• Minimum of 3 years of experience in software support and service groups to external clients

• Experience working with 24x7 service desk operations, including incident management, change management, and release management

• EExperience with providing 1st and 2nd level technical support - via phone, email, conferencing, etc.

• Experience with triaging incidents, investigation, troubleshooting application issues, and escalation to appropriate third-level resolver teams and third-party

• Knowledge and usage of ITSM (ServiceNow, JIRA, BNC Remedy, or other tools) for tracking customer incidents and assists in the development and communication of solutions

• ITIL v3/v4 Foundations Certification (or substantial knowledge of ITIL framework (Incident, Service Request, and Problem Management) and best practices.

• Problem-solving experience in providing software support to external clients via phone/email and responding in adherence to SLAs.

• Experience with Quality Assurance and Testing protocols, user acceptance testing (UAT) and providing end user feedback to Development

• Bilingual English and French (written and spoken) Mandatory