Application Support Specialist

This is a fully remote position open to candidates based in Canada.

Overview

We are looking for an Application Support Specialist to become the technical anchor behind the platforms our global operations teams rely on every day. In this role, you will be the first point of contact when something does not work the way it should: a workflow misfires, an integration drops a record, or a permission is misconfigured. You will resolve what you can resolve directly, and for deeper code-level issues you will be the person who reproduces, documents, and hands off a clean, well-packaged problem to the senior engineering team.

This is a hands-on support role with real ownership across a diverse technology environment. The platforms you will support include enterprise ITSM tools such as ServiceNow and Znuny, event monitoring systems such as Zabbix, and a set of custom web applications built to surface and manage operational data. You will work closely with a skilled development team, and your ability to bridge the gap between end users and technical teams will be central to your success.

Responsibilities

• Serve as the primary technical support contact for a multi-platform environment including enterprise ITSM tools, event monitoring systems, and custom web applications.
• Triage, reproduce, and log issues reported by global users, resolving standard configuration and access problems directly and packaging complex bugs for escalation to the engineering team.
• Administer enterprise platforms including user permissions, form configurations, and standard workflow routing across tools such as ServiceNow and Znuny.
• Monitor event alerts, scheduled data imports, script executions, and integrations to identify and address issues before they reach end users.
• Support the operational use of monitoring platforms such as Zabbix, including reviewing alert configurations and escalating anomalies appropriately.
• Collaborate with developers to communicate issue context clearly, including steps to reproduce, log data, and observed versus expected behaviour.
• Produce and maintain runbooks, internal support logs, and user-facing documentation to improve first-contact resolution rates over time.
• Participate in Agile team ceremonies and contribute to continuous improvement of support processes and tooling.

Requirements

• Minimum 3 years of experience in IT technical support, application administration, or operational systems support.
• Hands-on experience configuring or supporting workflows within an enterprise ITSM or service delivery platform such as ServiceNow, Znuny, Remedy, Zendesk, or equivalent.
• Comfort reading platform error logs, verifying API data transfers, and performing root-cause analysis on integration and workflow issues.
• Ability to read and interpret basic scripting languages such as JavaScript, Python, Bash, or Shell well enough to identify whether a workflow or automation is executing correctly.
• Experience with configuration management tools such as Git.
• Experience with issue tracking tools such as Jira and familiarity with Agile development methodologies.
• Strong written and verbal English communication skills, with the ability to translate end-user issues into precise, developer-ready bug reports.
• Excellent problem-solving, organizational, and interpersonal skills.

Nice to Have

The following skills and experience would strengthen your application:

• Direct experience with ServiceNow or Znuny, including familiarity with ITSM modules, workflow configuration, or service catalog administration.
• Exposure to event monitoring and alerting platforms such as Zabbix, including basic alert configuration or log review.
• Exposure to REST or SOAP API concepts and an understanding of how data moves between integrated systems.
• Experience working alongside software developers in a support or operations capacity.
• Familiarity with databases such as PostgreSQL, MariaDB, or MySQL.
• Familiarity with Linux environments and basic command-line navigation.
• Bachelor's degree or college diploma in Computer Science, Information Technology, or a related discipline.

About Anovia

With over 20 years of expertise in telecommunications outsourcing, Anovia is a trusted support partner to some of the world's most successful Fortune 500 and Fortune 1000 companies. We specialize in workflow and knowledge processes, technical support, helpdesk, and multilingual support services, with over 200 professionals across the globe.

At Anovia, you'll collaborate with a skilled, close-knit technical team, engage meaningfully with customers, and play a key role in ensuring system reliability, modernization, and continuous improvement. This is an opportunity to do technically challenging work that genuinely matters. To explore additional career opportunities, visit www.anovia.com/careers.

Anovia is an equal opportunity employer.