It support analyst Jobs in Airdrie, AB

The Opportunity :

As part of the IT Innovation and Development Services team, the IDS Application Support Technician will be responsible for sales demonstrations and providing cloud hosted application administration and all support for the revenue generating Software as a Service (SaaS) systems for the consumers and customers. This is a tier 1 and 2 position, responding to application incidents and application service requests from the customers while working closely with the IDS Web Developers.

• Provide excellent customer service to business users, providing technical support through administration of Software as a Service systems and applications.
• Act as primary system administrator of several cloud-based applications such as Online Census, Cart Wizard and other in-house developed solutions.
• Respond to and resolve application incidents and service requests from system customers.
• Provision new users, remove users and manage user changes within the applications.
• Provision new sites, site setup preferences, and manage site changes within the applications.
• Query databases for data analysis, troubleshooting and reporting.
• Liaise with IDS Web Developers regarding application issues that require escalation.
• Record all application incidents, service requests, change requests and all related documentation including notes and resolutions within the Service Management System.
• Use critical thinking to proactively look for trends and ways to reduce and prevent reoccurring issues.
• Provide backup support for Tier 3 resources when needed.
• Liaise with customers on system configuration requirements, implement and test configurations, manage iPad assets including updating iOS versions.
• Lead quality assurance testing following all product updates and releases, reporting concerns to the development team.
• Develop and deliver local system administrator and system user training programs and materials.
• Contact management initiating sales calls and system demonstrations for existing and future customers.

You Bring :

We Offer :

Along with a competitive compensation program and City paid health and dental premiums, this position also includes :

Continuous learning through training and development is encouraged as are flexible work arrangements, when possible. We recognize that our people work best when they feel engaged in their environment and appreciated for their efforts and our overall benefits package reflects that.

Additional Information :

This is a full-time term position (37.5 hours per week) for 12 months.

In addition to your resume, a cover letter as a means of introducing yourself and your interest in this role is required.