Application Support Analyst

Quantum Lifecycle Partners LP is Canada's largest and most important integrated computer asset disposal and recycling processor. We are committed to the safe and secure reuse of electronics, the responsible recycling of electronics to divert waste from landfills, and the recovery of natural resources from obsolete electronics.

Title: Application Support Analyst

Location: Brampton, ON (Hybrid — 4 days in office, 1 day remote)

Shift time: Days (Office)

Position Status: Perm Full-time

Existing Vacancy: No

Position Summary

The Application Support Analyst will own day-to-day L2 and L3 support across our core platforms — CRM, ERP (Microsoft Dynamics 365 Business Central), and our Warehouse Management (WMS) and operational business systems — diagnose complex issues, write SQL to investigate and remediate data, build Power BI insights, and contribute to small business analyst (BA) deliverables that help shape how these systems evolve. This role suits someone who enjoys solving real problems end-to-end: from the ticket queue, into the data, and back to the user with a clear answer.

Key Responsibilities:

Application Support (L2 / L3)

• Triage, investigate, and resolve incidents and service requests escalated from L1 across the CRM, ERP, WMS, and other operational business systems.
• Perform root cause analysis on application defects, data issues, and integration failures, and drive them through to permanent resolution.
• Apply application configuration changes, security/permission updates, and master data corrections under change-control.
• Manage data fixes via SQL scripts (with appropriate approvals, backups, and rollback plans).
• Monitor scheduled jobs, integrations, and batch processes; respond to failures proactively.
• Coordinate with software vendors and internal developers on bug fixes, patches, and releases.
• Maintain accurate, up-to-date tickets in the ITSM system; meet defined SLA and SLO targets.

Reporting & Analytics (Power BI + SQL)

• Design, build, and maintain Power BI datasets, reports, and dashboards used by Operations, Finance, Sales, and IT.
• Write efficient T-SQL queries, views, and stored procedures to extract and shape data from the ERP, CRM, WMS, and other operational business systems.
• Develop and tune DAX measures and data models that deliver fast, accurate insights to business users.
• Publish reports to the Power BI Service, manage workspaces, refreshes, and row-level security.
• Partner with business users to translate ad-hoc reporting requests into reusable, governed reporting assets.

Business Analyst Activities (minor)

• Elicit and document business and functional requirements for small enhancements and configuration changes.
• Map current-state and future-state business processes; identify automation and improvement opportunities.
• Write clear user stories, acceptance criteria, and test cases.
• Coordinate and support User Acceptance Testing (UAT), including test plan creation and defect triage.
• Maintain functional documentation, training materials, and knowledge base articles.

Qualifications:

• 3+ years in an application support, production support, or business systems analyst role.
• Strong SQL skills — you can write joins, CTEs, window functions, and tune a slow query without being told to.
• Hands-on Power BI experience: data modeling, DAX, and publishing reports business users actually open.
• Working knowledge of one or more ERP/CRM platforms — ideally Microsoft Dynamics 365 Business Central and a CRM (Dynamics 365 CRM, Salesforce, or similar).
• Familiarity with ITSM tooling and ITIL incident/problem/change processes.
• Clear written and verbal communication — you can explain a technical issue to an end user and a developer in the same afternoon.

What We Offer

• Company-paid Extended Health & Dental Benefits
• Disability and Life Insurance
• RRSP Match Program up to 4%
• 3 weeks' vacation
• Education Reimbursement Program
• Employee Assistance Program
• Safety Shoes & Glasses Reimbursement
• Employee Purchase Program (up to 22% off on Qnovum.ca)
• Opportunity to play a part in protecting the environment and contributing to sustainability!

Quantum is an equal opportunity employer. We promote excellence through diversity and encourage all qualified persons to apply. We thank you for your interest; however, only those selected for an interview will be contacted. Quantum is also committed to providing accommodations for people with disabilities. If you require an accommodation, we will collaborate with you to meet your needs. Accommodation may be provided in all parts of the hiring process.

Salary or wage rate ranges are the range in which Quantum reasonably expects to set a candidate’s pay for the posted position. Actual placement depends on the individual skills and experience level of a candidate plus the total compensation and equity across team members.

Automated technologies, such as artificial intelligence, may be incorporated into our recruitment process. This includes, but is not limited to, AI-driven screening and assessment methods.

Quantum offers a unique insight into the E-waste industry, with its fast-paced and ever-changing environment! To learn more about us, visit: www.quantumlifecycle.com