107 Senior Application Support Analyst jobs in Canada

Job Description

Aviso Wealth:

At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso’ culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso has to offer at

The Opportunity:

We’re looking for an Application Support Analyst to join our IT team.

Reporting to the Manager, Technology Application Support, the Application Support Analyst is responsible for the administration, monitoring and maintenance of software infrastructures and applications.

Who you are:

• Service – You put your clients’ needs first. You advocate service excellence, and work to deliver client-centric solutions, and proactively develop strategic partnerships that allow Aviso to become a trusted advisor and partner
• Execution – You are committed to achieving your goals and to succeed. This includes focusing on “getting things done”, as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
• Collaboration – You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization

What your day looks like:

• Manage and own delivery of application in collaboration with Aviso Business Units
• Lead and facilitate activities with vendors, including working closely with Aviso IT department with respect to the vendor roadmap
• Responsible for attending Focus Groups and Steering committees, coordinate with delivery teams for development work
• Review application releases for the apps under BAU scope and work with IT and Aviso Business units on these releases
• Manage day to day issues from Aviso Business Units with respect to the Applications
• Responsible for managing the BAU ticket queue/scope of work for various applications, Address regulatory, risk and audit requirement issues
• Responsible for managing all configuration changes for the Application
• Works with third party vendors with respect to data coming from the various Applications via SFTP, API, and other connectivity modes.
• Provide application support while recognizing bugs and opportunities for application enhancements and acts as a liaison between End-Users, Business Analysts and Developers
• Facilitate communication between technology teams and other departments on issue status and resolution
• Provide Overnight or weekend support for the applications on a rotational basis

Requirements

Your experience and skills:

• IT related Diploma or Computer Science degree
• 3-5 years as Tier1/Tier2 Application Support in enterprise environment and experience using a ticketing system
• Certificate in ITIL
• Experience with SFTP, API, and other connectivity modes
• Excellent customer service and interpersonal skills
• Aptitude for learning, understanding, and applying new concepts
• Excellent analytical, critical thinking and problem solving skills
• Strong organization and detail-orientation with a commitment to documentation
• Fluent communication skills in English are required and bilingual skills in French are an asset

Benefits

Why Aviso Wealth?

At Aviso Wealth, you will find a dynamic and inclusive culture that rewards innovation and celebrates success.
Here are a few things that set us apart:

• Competitive compensation package that rewards and recognizes individual contributions
• Excellent health, dental and insurance benefits to meet the diverse needs of our employees
• Generous vacation time, fitness benefit, parental leave top-up options
• Matching contributions to our retirement program
• Commitment to the continuous improvement of our staff through learning & development and an education assistance program
• Regular social events to foster teamwork

Your Information

By submitting your application, you consent to the collection, use, and disclosure of your provided personal information for the purposes of assessing your qualifications and suitability for employment with Aviso. Your information will be handled in accordance with applicable Canadian privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and relevant provincial legislation. Your data may be shared with authorized personnel involved in the recruitment process and retained only as long as necessary to fulfill these purposes or as required by law.

Further information is available on the Privacy link on our Career Page – Privacy Policies

Equal Employment Opportunity

Aviso welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

No recruiters or agencies, please.

Company Overview:

Aviso is a leading wealth management and investment services provider for the Canadian financial industry, with approximately $145 billion in total assets under administration and management, and over 1,000 employees. We’re building a comprehensive, technology-enabled, client-centric wealth services ecosystem. Our clients include our partners, advisors, and investors. We’re a trusted partner for nearly all credit unions across Canada, in addition to a wide range of portfolio managers, investment dealers, insurance and trust companies, and introducing brokers. Our partners depend on Aviso for specific solutions that give them a competitive edge in a rapidly evolving, highly competitive industry. Our investment dealer and mutual fund dealer and our insurance services support thousands of investment advisors. Our asset manager, NEI Investments, specializes in investing responsibly. Our online brokerage, Qtrade Direct Investing®, empowers self-directed investors, and our fully automated investing service, Qtrade Guided Portfolios®, serves investors who prefer a hands-off approach. Aviso Correspondent Partners provides custodial and carrying broker services to a wide range of firms. We have offices in Toronto, Vancouver, Montreal, and Winnipeg. Aviso is backed by the collective strength of our owners: the credit union Centrals, Co-operators/CUMIS, and Desjardins. We’re proud to power businesses that empower investors .

A career with Aviso means being part of a group of talented, energetic professionals who live their values every day, and belonging to an organization dedicated to your success and career development. If you’re looking for interesting and challenging work, at a company committed to its people, apply to join our team.

Salary

This position is posted with an expected salary range of $3,000 - 90,000 CAD annually. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.

Job Description

Main Mission

As a member of the application support team, you have extensive product knowledge. You will be responsible for providing efficient and high quality professional support to the growing customer base, delivering solutions to both technical and non-technical end users.

(levels 2 and 3)

Main responsibilities

o Provide superb technical support to customers and partners:

o Customer onboard and training

o Personalized technical support and follow-up

o Ticket Management

§ Daily prioritisation and resolution of the tickets, providing informative response within defined timelines and quality standards

§ Detailed analysis, troubleshooting, and lab-based scenario reproduction.

o Collaborate with technical teams to set up test environments and replicate advanced issues in order to identify and resolve technical problems efficiently.

o Manage customer escalations with calm and fact-based approach, oriented towards fast and high-quality resolution to mutual satisfaction of all included parties

o Represent the company at trade shows and on-site meetings with clients and partners.

o Senior profile, 8+ years of experience in a similar role in IT industry

o High technical expertise – 1) A degree in Computer Science, Engineering, Information Systems or equivalent, 2) Knowledge of API, networks, MS Windows Server, MS Azure and SQL

o Demonstrated ability to prioritize tasks effectively based on business impact

o Skilled in stakeholder management with the confidence to set boundaries as well as competencies to manage customer escalations

o Strong problem-solving skills

o Fluency in English. Other languages are a plus.

The work is entirely performed on-site, with no possibility of remote work.

Main responsibilities

o Provide superb technical support to customers and partners:

o Customer onboard and training

o Personalized technical support and follow-up

o Ticket Management

§ Daily prioritisation and resolution of the tickets, providing informative response within defined timelines and quality standards

§ Detailed analysis, troubleshooting, and lab-based scenario reproduction.

o Collaborate with technical teams to set up test environments and replicate advanced issues in order to identify and resolve technical problems efficiently.

o Manage customer escalations with calm and fact-based approach, oriented towards fast and high-quality resolution to mutual satisfaction of all included parties

o Represent the company at trade shows and on-site meetings with clients and partners.

o Senior profile, 8+ years of experience in a similar role in IT industry

o High technical expertise – 1) A degree in Computer Science, Engineering, Information Systems or equivalent, 2) Knowledge of API, networks, MS Windows Server, MS Azure and SQL

o Demonstrated ability to prioritize tasks effectively based on business impact

o Skilled in stakeholder management with the confidence to set boundaries as well as competencies to manage customer escalations

o Strong problem-solving skills

o Fluency in English. Other languages are a plus.

The work is entirely performed on-site, with no possibility of remote work.

Job Description

Nous sommes actuellement à la recherche d’un analyste au support applicatif pour un de nos clients. Il s'agit d'un éditeur logiciel international.

Requirements

Job Description

Salary:

Joignez-vous une entreprise dont le sige social est situ Montral et qui aide les organisations du monde entier crer un parcours personnalis dimpact et dpanouissement pour leurs employs. Explorance offre des solutions novatrices de connaissance des personnes parce que nous croyons que chaque exprience compte.

Explorance est une entreprise de logiciels en pleine croissance reconnue pour sa culture dentreprise unique. Nous nous efforons dtre les meilleurs possibles pour nos employs, nos clients et la communaut. Nous sommes actuellement la recherche dun analyste du soutien la clientle qui sefforce toujours datteindre lexcellence en matire de logiciels et de samliorer continuellement.

Lanalyste du support client est responsable du support des produits dExplorance pour nos clients. Cela inclut linteraction et la communication avec nos quipes internes pour rsoudre les problmes. Le rle comprend galement une part de consultation avec les clients sur la meilleure faon dintgrer lapplication dExplorance des systmes tiers pour rpondre leurs besoins dautomatisation et dvolutivit.

Tches et responsabilits principales :

• Servir de point de contact unique tout en fournissant, de manire efficace et cooprative, une assistance de qualit suprieure aux clients et en rsolvant les problmes.
• Crer des demandes de service et documenter correctement toutes les interactions avec les clients et les actions de dpannage dans le systme de gestion des cas du dpartement.
• Fournir un support fonctionnel et technique de niveau 2/3 sur les solutions logicielles dExplorance.
• Configurer et mettre en uvre de nouvelles fonctionnalits dans les solutions logicielles dExplorance.
• Enregistrer, hirarchiser, rechercher et rsoudre avec prcision les demandes et les problmes complexes des clients dans les dlais impartis, tout en respectant ou en dpassant les accords de niveau de service.
• Fournir des rapports dtaills, identifier les fonctionnalits et fournir des mises jour sur le statut des problmes identifis en interne et avec le client jusqu ce que le cas dassistance au client soit rsolu.
• Aider la mise en uvre, linstallation, la mise niveau et la migration des systmes des clients existants.
• Enquter sur les problmes lis aux systmes informatiques des clients, tels que SSO, LMS, SIS.
• Fournir une formation technique de base et une formation aux applications web aux nouveaux clients, le cas chant.
• Communiquer et coordonner avec les services internes lors de la rsolution de bogues ou de nouvelles versions de logiciels.
• Effectuer occasionnellement des tches dassurance qualit pour tester les nouvelles versions des logiciels.
• Suivre les procdures et amliorer continuellement les processus internes pour la maintenance des solutions en cours de production.
• Collaborer avec les dveloppeurs et lquipe dassurance qualit pour assurer une qualit leve et une livraison dans les dlais.

Aptitudes et comptences :

• Orientation exceptionnelle vers le service la clientle
• 3 5 ans dexprience dans un domaine li linformatique
• Au moins 3 ans dexprience dans le domaine de lassistance la clientle ou de lassistance technique pour les logiciels dentreprise.
• Exprience professionnelle technique pertinente, dploiement dapplications web dans IIS, y compris ladministration du serveur et du rseau.
• Exprience de lintgration de systmes, bonne comprhension de larchitecture des produits, des composants dinfrastructure, des bases de donnes, des systmes cloud et de la virtualisation.
• Solides comptences analytiques en matire de rsolution de problmes et de prise de dcision
• Exprience de travail avec plusieurs parties prenantes dans un environnement de rsolution de problmes
• Comptences exceptionnelles en matire de communication, tant loral qu lcrit, avec une exprience de linteraction avec les clients au niveau de la direction.
• Capacit grer des situations difficiles ou sensibles avec diplomatie et tact.
• Excellentes comptences en matire de gestion du temps et dorganisation
• Cratif, motiv et dot de bonnes comptences interpersonnelles
• Capacit travailler de manire indpendante et en quipe
• Le souci du dtail

Comptences techniques :

• Exprience de linterrogation de bases de donnes SQL/Oracle et de MS Excel
• Comptences en matire dinstallation et dadministration de serveurs MS Windows, dinstallation et de configuration de MS SQL Server

Qualifications/exigences :

• Comptences en matire de communication verbale et crite en franais et en anglais pour la communication avec les bureaux internationaux. Lespagnol est un atout.
• Passion pour laide aux clients avec de solides comptences en matire de service la clientle
• Diplme technique ou commercial dans un domaine connexe
• Exprience de travail avec Microsoft Server, MSSQL, IIS, certificats, dpannage de livraison de courriels.

Bon avoir :

• Certifications techniques : Microsoft
• Exprience avec HTML CSS, XML
• Exprience de travail avec des API
• Connaissance/exprience de lutilisation doffres cloud telles que Microsoft Azure ou AWS

Disponibilit :

• tre dispos travailler en dehors des heures de travail normales (cest--dire le soir, la nuit, le week-end) pour assurer lassistance nos clients internationaux.
• Rotation 24 heures sur 24 et 7 jours sur 7 des pagers/de lappel
• Travail au bureau 5 jours par semaine

Autres exigences :

• Ne postulez que si vous rsidez Montral (ou dans les environs) et que vous souhaitez faire partie dune culture dynamique et trs engage au bureau.

Chez Explorance, nous prenons linclusion cur et la vivons chaque jour. Nous mettons lhumain au premier plan dans tout ce que nous faisons et sommes fiers de notre authenticit et de notre culture de linclusion. Nous encourageons donc les personnes de toute race, religion, ethnie, identit de genre, orientation sexuelle, ge, statut dimmigration, handicap ou autres caractristiques protges par la loi postuler. Nous prenons nos dcisions en matire demploi sans tenir compte de ces caractristiques. Et pour garantir un espace de travail sr tous nos employs, tout emploi est subordonn la rception dune vrification satisfaisante des antcdents et des rfrences.

propos dExplorance
Explorance permet aux organisations de disposer danalytique de donnes au service dufeedback organisationnel nouvelle gnration afin dacclrer la transition de linformation laction, encourageant ainsi la philosophie du Feedback for the brave pour stimuler lobjectif, limpact, et la croissance.
Forte de ses 20 ans dexpertise, Explorance, membre du Forum conomique mondial et partenaire de confiance de 35 % des entreprises du Fortune 100 et de 25 % des meilleurs tablissements denseignement suprieur au monde, a influenc plus de 25 millions de personnes grce des solutions primes telles que Blue, Metrics That Matter, et MLY.
Constamment parmi les meilleurs employeurs selon le Great Places to Work Institute, Explorance, laurat du prix Brandon Hall AI, est galement deux fois leader mondial sur le march du feedback 360 degrs selon Fortune Business Insights.
Pour plus dinformations, visitezexplorance.comou contactez-nous surLinkedIn,FacebooketX.

***

Join a Montreal headquartered company that helps organizations around the world create a personalized journey of impact and fulfillment for their people. Explorance offers innovative People Insight Solutions because we believe that each experience matters.

Explorance is a rapidly growing software company recognized for its unique workplace culture. We strive to be the best we can for our people, our customers, and the community. Currently, we are looking for a Customer Support Analyst who always strives for software excellence and continuous improvement.

The Customer Support Analyst is responsible for supporting Explorances products for our customers. This includes interacting and communicating with our internal teams to solve problems. The role also includes some consulting with customers on how to best integrate Explorances application to 3rd-party systems to meet their automation and scalability needs.

Primary Duties and Responsibilities:

• Serve as a single point of contact while effectively and cooperatively providing superior customer support and problem resolution
• Create service requests and properly document all customer interactions and troubleshooting actions in the department's case management system
• Provide tier 2/3 functional and technical support on Explorance software solutions
• Configure and implement new functionality in the Explorance software solutions
• Log, prioritize, research, and accurately resolve complex customer inquiries and problems in a timely manner while meeting or exceeding SLAs
• Provide detailed reporting, identify functionalities, and provide status updates on identified issues internally and with the client until the customer support case is resolved
• Assist in new implementations, installations, upgrades and migrations of existing customers systems
• Investigate issues with customer IT systems such as , SSO, LMS, SIS
• Provide basic technical and web application training to new customers when required
• Communicate and coordinate with internal departments when addressing software bugs or new releases
• Occasionally perform Quality Assurance tasks for testing of new software versions
• Follow procedures, and continually improve internal processes for maintenance of solutions that are in production
• Collaborate with developers and QA team for high quality, delivery on time

Skills and Competencies:

• Exceptional Customer Service Focus
• 3-5 years experience in IT related field
• Minimum 3 years customer support/technical support experience with enterprise software
• Relevant technical work experience, deploying web applications in IIS including server and network administration.
• Experience with system integration, good understanding of product architecture, infrastructure components, databases, cloud systems, and virtualization
• Strong analytical problem solving and decision making skills
• Experience working with multiple stakeholders in a problem-solving environment
• Exceptional communication skills, both oral and written with client interaction experience at executive levels
• Ability to handle difficult or sensitive situations with diplomacy and tact
• Excellent time management and organizational skills
• Creative, self-motivated, with good interpersonal skills
• Ability to work independently and as part of a team
• Attention to detail

Technical Skills:

• Experience with SQL/Oracle Database querying and with MS Excel
• Setup and administration skills for MS Windows servers, MS SQL Server installation and configuration

Qualifications/Requirements:

• Verbal and written communication skills in both French and English for use in communication with global offices. Spanish is a plus.
• Passion for helping customers with strong customer service skills
• Technical or Business Diploma in related field
• Experience working with Microsoft Server, MSSQL, IIS, Certificates, Email delivery troubleshooting.

Nice to Have:

• Technical certifications: Microsoft
• Experience with HTML CSS, XML
• Experience working with APIs
• Knowledge/Experience working with cloud offerings such as Microsoft Azure or AWS

Availability:

• Must be willing to work outside of normal business hours (i.e. evenings, nights, weekends) to provide support coverage for our international customers
• 24/7 Pager/On-Call Rotation
• Working from the office 5 days

Other Requirements:

• Only apply if you are a Montreal (or surroundings) resident that is interested in being part of a vibrant and highly engaged at-the-office culture.
  

At Explorance, we take inclusion to heart and live it each day. We put the human first in everything we do and take pride in our authenticity and culture of inclusion. We therefore encourage persons of any race, religion, ethnicity, gender identity, sexual orientation, age, immigration status, disability or other applicable legally protected characteristics to apply. We make employment-related decisions without regard to any of these characteristics. And to ensure a safe workspace for all our employees, all employment is contingent upon receipt of a satisfactory background and reference check.

About Explorance

Explorance empowers organizations with next-generation feedback analytics to accelerate the insight-to-action cycle, encouraging the philosophy of Feedback for the brave to drive purpose, impact, and growth.
Bringing 20 years of expertise, Explorance, a member of the World Economic Forum and a trusted partner for 35% of Fortune 100 companies and 25% of the worlds top higher education institutions, has influenced over 25 million individuals with award-winning solutions like Blue, Metrics That Matter, and MLY.
Consistently among the top employers by the Great Places to Work Institute, Explorance, a Brandon Hall AI award winner, is also a two-time Global Leader in the 360-degree feedback market by Fortune Business Insights.
Visitexplorance.comor connect onLinkedIn,Facebook, andTwitter.

Joignez-vous à une entreprise dont le siège social est situé à Montréal et qui aide les organisations du monde entier à créer un parcours personnalisé d’impact et d’épanouissement pour leurs employés. Explorance offre des solutions novatrices de connaissance des personnes parce que nous croyons que chaque expérience compte.

Explorance est une entreprise de logiciels en pleine croissance reconnue pour sa culture d’entreprise unique. Nous nous efforçons d’être les meilleurs possibles pour nos employés, nos clients et la communauté. Nous sommes actuellement à la recherche d’un analyste du soutien à la clientèle qui s’efforce toujours d’atteindre l’excellence en matière de logiciels et de s’améliorer continuellement.

L’analyste du support client est responsable du support des produits d’Explorance pour nos clients. Cela inclut l’interaction et la communication avec nos équipes internes pour résoudre les problèmes. Le rôle comprend également une part de consultation avec les clients sur la meilleure façon d’intégrer l’application d’Explorance à des systèmes tiers pour répondre à leurs besoins d’automatisation et d’évolutivité.

Tâches et responsabilités principales :

Aptitudes et compétences :

Compétences techniques :

Qualifications/exigences :

Bon à avoir :

Disponibilité :

Autres exigences :

Chez Explorance, nous prenons l’inclusion à cœur et la vivons chaque jour. Nous mettons l’humain au premier plan dans tout ce que nous faisons et sommes fiers de notre authenticité et de notre culture de l’inclusion. Nous encourageons donc les personnes de toute race, religion, ethnie, identité de genre, orientation sexuelle, âge, statut d’immigration, handicap ou autres caractéristiques protégées par la loi à postuler. Nous prenons nos décisions en matière d’emploi sans tenir compte de ces caractéristiques. Et pour garantir un espace de travail sûr à tous nos employés, tout emploi est subordonné à la réception d’une vérification satisfaisante des antécédents et des références.

À propos d’Explorance
Explorance permet aux organisations de disposer d’analytique de données au service du feedback organisationnel nouvelle génération afin d’accélérer la transition de l’information à l’action, encourageant ainsi la philosophie du « Feedback for the brave » pour stimuler l’objectif, l’impact, et la croissance.
Forte de ses ans d’expertise, Explorance, membre du Forum économique mondial et partenaire de confiance de % des entreprises du Fortune et de % des meilleurs établissements d’enseignement supérieur au monde, a influencé plus de millions de personnes grâce à des solutions primées telles que Blue, Metrics That Matter, et MLY.
Constamment parmi les meilleurs employeurs selon le Great Places to Work Institute, Explorance, lauréat du prix Brandon Hall AI, est également deux fois leader mondial sur le marché du feedback à degrés selon Fortune Business Insights.
Pour plus d’informations, visitez ou contactez-nous sur , et .

Join a Montreal headquartered company that helps organizations around the world create a personalized journey of impact and fulfillment for their people. Explorance offers innovative People Insight Solutions because we believe that each experience matters.

Explorance is a rapidly growing software company recognized for its unique workplace culture. We strive to be the best we can for our people, our customers, and the community. Currently, we are looking for a Customer Support Analyst who always strives for software excellence and continuous improvement.

The Customer Support Analyst is responsible for supporting Explorance’s products for our customers. This includes interacting and communicating with our internal teams to solve problems. The role also includes some consulting with customers on how to best integrate Explorance’s application to rd-party systems to meet their automation and scalability needs.

Primary Duties and Responsibilities:

Skills and Competencies:

Technical Skills:

Qualifications/Requirements:

Nice to Have:

Availability:

Other Requirements:

At Explorance, we take inclusion to heart and live it each day. We put the ‘human’ first in everything we do and take pride in our authenticity and culture of inclusion. We therefore encourage persons of any race, religion, ethnicity, gender identity, sexual orientation, age, immigration status, disability or other applicable legally protected characteristics to apply. We make employment-related decisions without regard to any of these characteristics. And to ensure a safe workspace for all our employees, all employment is contingent upon receipt of a satisfactory background and reference check.

About Explorance

Explorance empowers organizations with next-generation feedback analytics to accelerate the insight-to-action cycle, encouraging the philosophy of “Feedback for the brave” to drive purpose, impact, and growth.
Bringing years of expertise, Explorance, a member of the World Economic Forum and a trusted partner for % of Fortune companies and % of the world’s top higher education institutions, has influenced over million individuals with award-winning solutions like Blue, Metrics That Matter, and MLY.
Consistently among the top employers by the Great Places to Work Institute, Explorance, a Brandon Hall AI award winner, is also a two-time Global Leader in the -degree feedback market by Fortune Business Insights.
Visit or connect on , , and .

Job Description

Salary:

Company overview

Jesta I.S. is a leading supplier of ERP software for the apparel, footwear, and soft-goods industries. Our global client base includes many recognizable brands and continues to grow. We are seeking a Senior Application Support Analystto join our Customer Support team in Montreal.

Position Summary

The Senior Application Support Analystis an experienced member of the Customer Support team responsible for resolving complex L2 tickets, mentoring junior analysts, contributing to the knowledge base, and driving client-facing support activities. You will independently support two or more ERP modules, lead client meetings to review open issues and propose solutions, maintain an Empowerment/Issues list, and influence operational improvements that increase system stability and customer satisfaction.

Responsibilities

• Ticket Resolution (L2): Resolve complex Level 2 support tickets including workflow errors, integration issues, and data discrepancies.
• Module Support: Provide independent support across two or more ERP modules (e.g., Finance, Inventory).
• Empowerment / Issues List: Maintain a list with at least 12 documented items and workarounds to expedite recurring issue resolution.
• Knowledge Base & Documentation: Contribute extensively to the internal knowledge base (Confluence) and create clear documentation for recurring issues and fixes.
• Client Engagement: Lead client meetings to review open issues, present status updates, and propose solutions.
• Escalation & Collaboration: Escalate and coordinate with Development, Product, QA, and 3rd-tier teams when required; provide clear reproduction steps and impact details.
• Mentorship: Mentor Level I analystsshare knowledge, review escalations, and support skill development.
• Testing & Quality: Participate in testing and validation as required; support QA and product teams by logging recurring issues and contributing to improvements.
• Process Improvement: Identify ticket trends and recommend operational improvements to reduce repeat incidents and improve SLAs.
• Documentation of Workflows: Keep accurate records of troubleshooting steps, resolutions, and customer communications in the ticketing system.
• Shift & Support Coverage: Provide support within the teams hours, and participate in after-hours coverage as needed.

Qualifications

Education

• College diploma or university degree in Information Systems, Business, Computer Science, or a related field.

Experience

• Prior experience in ERP application support is highly valued.
• Demonstrated experience investigating, analyzing, and documenting application issues.
• Comfortable working with medium-to-large scale retail/wholesale projects and client environments.

Technical Knowledge & Tools

• Strong functional knowledge of ERP modules (Finance, Inventory, or similar).
• Familiarity with integrations, workflows, and data discrepancy troubleshooting.
• Tools & technologies you will use:
  • Phone/VoIP: RingCentral, 8x8
  • Ticketing: Zendesk, Jira Service Management
  • Knowledge base/wiki: Confluence
  • Communication: Outlook, Microsoft Teams
  • Internal ERP admin tools and SQL basics (advantageous)

Skills & Abilities

• Strong customer service orientation and ability to de-escalate critical situations.
• Excellent verbal and written communication skills capable of leading client discussions.
• Analytical mindset with excellent troubleshooting and problem-solving skills.
• Ability to prioritize tasks and manage time effectively in a fast-paced support environment.
• Collaboration and leadership capabilitiesable to mentor junior staff and lead meetings.
• Initiative and accountability for high-quality service delivery.
• Continuous learning mindset and adaptability to system changes and client needs.

Benefits

• Health coverage (medical, dental, disability, and life insurance)
• Wellness program (gym membership reimbursement)
• Professional growth (training platforms, career development fee subsidy, etc.)
• Company events
• Referral program
• Flexible schedule

Additional Information

• This is a hybrid role, 2 days working in the office in Montreal, QC is required.
• We thank all applicants for their interest. However, only shortlisted candidates will be contacted.

---

Prsentation de lentreprise

Jesta I.S. est un fournisseur de premier plan de logiciels ERP pour les industries de lhabillement, de la chaussure et des biens de consommation. Notre clientle mondiale comprend de nombreuses marques reconnues et ne cesse de crotre. Nous recherchons une Analyste support applicatif seniorpour rejoindre notre quipe Support Client Montral.

Rsum du poste

LAnalyste support applicatif seniorest une membre exprimente de lquipe Support client charge de rsoudre des tickets L2 complexes, de mentorat des analystes juniors, de contribuer la base de connaissances et danimer les activits de support ct client. Vous assurerez de faon autonome le support de deux modules ERP ou plus, dirigerez des runions client pour passer en revue les problmes ouverts et proposer des solutions, maintiendrez une liste dEmpowerment/Issues et influencerez les amliorations oprationnelles visant accrotre la stabilit des systmes et la satisfaction des clientes.

Responsabilits

• Rsolution de tickets (L2) : Rsoudre des tickets de support de niveau 2 complexes, y compris erreurs de flux, problmes dintgration et carts de donnes.
• Support de modules : Assurer le support autonome de deux modules ERP ou plus (p. ex. Finance, Inventaire).
• Liste Empowerment / Issues : Maintenir une liste comportant au moins 12 lments documents et solutions de contournement pour acclrer la rsolution des incidents rcurrents.
• Base de connaissances & documentation : Contribuer largement la base de connaissances interne (Confluence) et produire une documentation claire pour les problmes et correctifs rcurrents.
• Relation client : Diriger les runions client pour revoir les problmes ouverts, prsenter ltat davancement et proposer des solutions.
• Escalade & collaboration : Escalader et coordonner avec les quipes Dveloppement, Produit, QA et 3 niveau si ncessaire ; fournir des tapes de reproduction claires et des dtails dimpact.
• Mentorat : Encadrer les analystes Niveau I partager les connaissances, rviser les escalades et soutenir le dveloppement des comptences.
• Tests & qualit : Participer aux activits de test et de validation selon les besoins ; soutenir les quipes QA et Produit en consignant les problmes rcurrents et en contribuant aux amliorations.
• Amlioration des processus : Identifier les tendances de tickets et recommander des amliorations oprationnelles pour rduire les incidents rcurrents et amliorer les SLA.
• Documentation des workflows : Tenir des enregistrements prcis des tapes de dpannage, des rsolutions et des communications client dans le systme de ticketing.
• Couverture & astreinte : Assurer le support pendant les heures de lquipe et participer, au besoin, la couverture hors heures ouvrables.

Qualifications

Formation

• Diplme collgial ou universitaire en systmes dinformation, gestion, informatique ou domaine connexe.

Exprience

• Exprience pralable en support dapplications ERP fortement valorise.
• Exprience dmontre dans linvestigation, lanalyse et la documentation des problmes applicatifs.
• laise pour travailler sur des projets et environnements client de taille moyenne grande dans le retail/wholesale.

Connaissances techniques & outils

• Solide connaissance fonctionnelle des modules ERP (Finance, Inventaire ou similaires).
• Familiarit avec les intgrations, les workflows et le dpannage des carts de donnes.
• Outils et technologies utiliss :
  • Tlphonie/VoIP : RingCentral, 8x8
  • Ticketing : Zendesk, Jira Service Management
  • Base de connaissances / wiki : Confluence
  • Communication : Outlook, Microsoft Teams
  • Outils internes dadministration ERP et notions de SQL (avantage)

Comptences & aptitudes

• Forte orientation service client et capacit dsamorcer les situations critiques.
• Excellentes comptences en communication orale et crite capable de diriger des changes avec des clientes.
• Esprit danalyse avec excellentes capacits de dpannage et de rsolution de problmes.
• Capacit prioriser les tches et grer le temps efficacement dans un environnement de support intense.
• Aptitudes au travail collaboratif et au leadership capable de coacher des membres juniors et danimer des runions.
• Sens de linitiative et responsabilit pour une prestation de service de haute qualit.
• Volont dapprendre en continu et dadaptation aux volutions systmes et besoins client.

Avantages

• Couverture sant (assurance mdicale, dentaire, invalidit et vie)
• Programme bien-tre (remboursement abonnement gym)
• Dveloppement professionnel (plateformes de formation, subvention frais de perfectionnement, etc.)
• vnements dentreprise
• Programme de recommandation
• Horaire flexible

Informations complmentaires

• Poste hybride : prsence requise au bureau de Montral 2 jours par semaine.
• Nous remercions toutes les personnes qui postulent ; seules les personnes prslectionnes seront contactes.

Job Description

Résumé du poste :

Nous recherchons un analyste support applicatif expérimenté et orienté client pour fournir un support de première ligne pour notre plateforme CRM Microsoft Dynamics 365 et nos applications d'entreprise intégrées. Ce poste est essentiel pour assurer le bon fonctionnement des opérations en triant, résolvant et escaladant les problèmes applicatifs, tout en contribuant au partage des connaissances et à l'amélioration continue au sein de notre équipe Opérations numériques.

Votre journée en un coup d'oeil :

• Gestion des tickets: examiner, trier et classer les tickets entrants du service d'assistance CRM D365 en fonction de leur priorité et de leur complexité
• Résolution des problèmes: analyser, résoudre et documenter les problèmes d'assistance CRM de niveau 1, en transmettant les tickets de niveau 2+ aux spécialistes appropriés avec un contexte détaillé
• Assistance aux utilisateurs: fournir une assistance fonctionnelle pour les modules CRM Dynamics 365, notamment les ventes, le marketing et le service clientèle, en aidant les utilisateurs finaux à naviguer, à saisir des données et à établir des rapports
• Maintenance du système: prendre en charge les tâches d'administration CRM courantes, notamment la gestion des utilisateurs, l'attribution des rôles de sécurité et les modifications de configuration de base sous supervision.
• Gestion des données: exécuter la validation des données, effectuer des importations/exportations et contribuer aux initiatives de qualité des données à l'aide de requêtes SQL et des outils intégrés à D365.
• Partage des connaissances: contribuer à la base de connaissances interne (Confluence) et la maintenir à jour avec des guides de dépannage spécifiques au CRM, des procédures utilisateur et des bonnes pratiques.
• Assistance à l'intégration: fournir une assistance pour les composants Power Platform (Power Apps, Power Automate, Power BI) qui s'intègrent à D365 CRM
• Collaboration: travailler en étroite collaboration avec les administrateurs CRM, les développeurs et les parties prenantes commerciales afin d'assurer une communication efficace et une résolution rapide des demandes d'assistance
• Analyse des tendances: identifier les problèmes CRM récurrents, recommander des mesures préventives et aider à l'amélioration des processus pour assurer la stabilité à long terme du système

Ce qui fait de vous un excellent candidat :

• Au moins 3 ans d'expérience dans le domaine du support applicatif, dont au moins 2 ans dans le support des implémentations Microsoft Dynamics 365 CRM
• Connaissances CRM: compréhension des processus métier CRM, des relations entre les données et des configurations de workflow dans l'environnement Dynamics 365
• Expérience en centre de services: expérience avérée des systèmes de tickets (JIRA, ServiceNow, Zendesk) et des meilleures pratiques ITIL pour la gestion des incidents
• Compétences: capacités avérées en matière de collaboration, de résolution de problèmes et de gestion du temps
• État d'esprit: approche centrée sur le client avec un sens aigu de l'urgence, capacité à mener plusieurs tâches de front, à ajuster les priorités et à prendre des initiatives dans les activités quotidiennes d'assistance
• Maîtrise du français et de l'anglais, tant à l'oral qu'à l'écrit (ce poste nécessite des interactions avec nos collaborateurs)

Votre expertise technique :

• Connaissance pratique des modules Dynamics 365 CRM
• Requêtes SQL
• Composants Microsoft Power Platform

Un atout si vous avez :

• Certifications Microsoft Dynamics 365
• Expérience en script PowerShell
• Connaissance des méthodologies Agile

Voilà ce que nous offrons !

• Régime de rémunération attrayant
• Programme de remboursement des frais de formation
• Repas subventionnés à notre incroyable Bistro (Les Cordons Bleus)
• Équilibre entre vie professionnelle et vie privée grâce à un horaire de travail flexible
• Café gratuit à volonté
• Espace de stationnement gratuit pour tous les employés
• Centre d’entraînement sur place

Nous savons que la diversité des parcours et des expériences apporte une grande valeur à nos équipes. Même si vous ne cochez pas toutes les cases nous vous encourageons à postuler – votre profil pourrait nous surprendre!

Merci pour votre candidature, mais veuillez noter que seul(e)s les candidat(e)s sélectionné(e)s seront contacté(e)s. Les chasseurs de têtes et les agences de recrutement ne sont pas autorisés à soumettre des CV par l'intermédiaire de ce site web ou directement aux gestionnaires.

---

Job Summary:

We are seeking an experienced and customer-focused Application Support Analyst to provide first-line support for our Microsoft Dynamics 365 CRM platform and integrated enterprise applications. This role is instrumental in ensuring smooth operations by triaging, resolving, and escalating application issues while contributing to knowledge sharing and continuous improvement within our Digital Operations team.

Your day at a glance:

• Ticket Management: Review, triage, and categorize incoming D365 CRM support service desk tickets based on priority and complexity
• Issue Resolution: Analyze, resolve, and document Level 1 CRM support issues, escalating Level 2+ tickets to appropriate specialists with detailed context
• User Support: Provide functional support for Dynamics 365 CRM modules including Sales, Marketing, and Customer Service, assisting end users with navigation, data entry, and reporting
• System Maintenance: Support routine CRM administration tasks including user management, security role assignments, and basic configuration changes under supervision
• Data Management: Execute data validation, perform imports/exports, and assist with data quality initiatives using SQL queries and D365 built-in tools
• Knowledge Sharing: Contribute to and maintain the internal knowledge base (Confluence) with CRM-specific troubleshooting guides, user procedures, and best practices
• Integration Support: Provide support for Power Platform components (Power Apps, Power Automate, Power BI) that integrate with D365 CRM
• Collaboration: Work closely with CRM administrators, developers, and business stakeholders to ensure effective communication and timely resolution of support requests
• Trend Analysis: Identify recurring CRM issues, recommend preventive measures, and assist in process improvements for long-term system stability

What makes you a great fit:

• Minimum 3 years of application support experience with at least 2 years supporting Microsoft Dynamics 365 CRM implementations
• CRM Knowledge: Understanding of CRM business processes, data relationships, and workflow configurations within the Dynamics 365 environment
• Service Desk Experience: Proven experience with ticketing systems (JIRA, ServiceNow, Zendesk) and ITIL best practices for incident management
• Skills: Proven collaboration, problem-solving, and time management abilities
• Mindset: Customer-centric approach with strong sense of urgency, ability to multitask, adjust priorities, and take initiative in daily support activities
• Fluent in French and English, both verbal and written (this role requires interaction with our collaborators)

Your technical expertise:

• Hands-on knowledge of Dynamics 365 CRM modules
• SQL querying
• Microsoft Power Platform components

An asset if you have:

• Microsoft Dynamics 365 certifications
• PowerShell scripting experience
• Exposure to Agile methodologies

Let’s talk perks!

• Attractive compensation package
• Training Tuition Reimbursement Program
• Subsidized meals in our amazing Bistro (Les Cordons Bleus)
• Work-life balance with a flexible working schedule
• Free, unlimited coffee
• Private, free parking for all employees
• Onsite fitness facility with personal trainer

We know that diverse backgrounds and experiences bring great value to our teams. Even if you don't think you tick all the boxes, we still encourage you to apply - your profile may surprise us!

Thank you for your application, but please note that only selected candidates will be contacted. Head-hunters and recruitment agencies may not submit resumés/CVs through this Web site or directly to managers.