Description:
The successful candidate will collaborate closely with Business partners, Business Analysts, Developers, Team Leads, Managers, and Database Administrators to ensure requests are clearly understood, appropriately prioritized, and resolved in a timely and effective manner. In addition to hands-on application support, this role is responsible for maintaining accurate documentation, following established standards and practices, and contributing to consistent, high-quality support outcomes across the organization.
This position requires strong problem-solving and communication skills, attention to detail, and the ability to work independently or collaboratively based on workload and priorities. It also supports continuous improvement by maintaining knowledge resources and applying structured, repeatable processes to application support activities.
- Hybrid working model based out of our Winnipeg, MB office, with three days in-office per week.
Key Responsibilities
- Assess incoming support requests to identify their nature, scope, and urgency, determining whether to retain ownership or escalate to the appropriate teams.
- Collaborate with Business Analysts, Developers, Team Leads, Managers, and Database Administrators to ensure requests are properly assessed, prioritized, and resolved, while maintaining professional and effective communication.
- Investigate applications and existing systems using appropriate tools to analyze issues, identify root causes, and implement effective solutions.
- Prepare detailed tickets or work items with clear descriptions, relevant context, and comprehensive testing instructions.
- Perform testing, implementation, and user training as required to support successful delivery.
- Provide ongoing application support and research existing systems to support issue resolution.
- Ensure documentation within the company Knowledge Base is accurate, consistent, and kept up to date.
- Follow established standards, procedures, and best practices to achieve consistent and reliable support outcomes.
- Support application deployments or urgent issues outside regular working hours, as required by operational needs.
Qualifications
- Minimum of 2 years of experience in IT support or a customer support environment.
- Demonstrated ability to manage multiple support requests and priorities effectively in a fast-paced environment.
- Strong analytical and problem-solving skills, with the ability to make independent and effective decisions.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and collaborate effectively with technical and non-technical stakeholders.
- Self-motivated and detail-oriented, with the ability to work independently or as part of a team.
- Proficiency in SQL for data investigation and troubleshooting.
- Familiarity with tools such as Confluence, JIRA, and Microsoft 365 is considered an asset.
- Exposure to Agile, Lean, or process improvement methodologies is considered an asset.