Level 2 Operational Support

MatchBox is urgently seeking a Level 2 Operational Support for a 6-month contract (high probability of renewal) opportunity for our New Westminster based public sector client. This is a hybrid position (2x per week in office and 3 days remote)where candidates must be located in the lower mainland.

Project Description and Background
The successful candidate will work with clients and internal technology teams to identify, propose, and implement new applications or services, application system changes, enhancements, configurations, interfaces, and solutions to issues while ensuring compliance with organizational standards and regulations. The role involves developing software customizations, interfaces, reports, and/or new applications where appropriate and feasible. The candidate will also maintain the health of applications by providing technical and maintenance support throughout their lifecycle stages and respond to emergency call-outs for immediate operational support as required.
Key Responsibilities
1. Application & Service Delivery
Works with clients and internal technology teams to identify, propose, and implement new applications or services, application system changes, enhancements, configurations, interfaces, and issue resolutions by:

• Understanding the application technical infrastructure and enterprise architecture plans and future directions.
• Remaining current with industry and organizational development tools, standards, and best practices, and applying this knowledge to technical support activities.
• Identifying and assessing the impact of infrastructure changes.
• Collecting and reviewing business requirements.
• Analyzing options for automated processes and impacts on related systems and interfaces.
• Determining the ability of existing enterprise models to meet business needs.
• Consulting with infrastructure and architecture groups regarding new requirements.
• Identifying application interface options and recommending solutions for client approval.
• Coordinating with internal teams to schedule and implement required software revisions.

Deliverables
2. Solution Development & Implementation
Develops software customizations, interfaces, reports, and/or new applications where agreed and feasible by:

• Determining the best technical or procedural solution while ensuring quality, efficiency, compatibility with existing information systems and enterprise architecture, and adherence to software development lifecycle (SDLC) standards and support guidelines.
• Ensuring impacts on downstream systems or components are considered during development, modification, and implementation activities.
• Coordinating the setup of test, development, and production environments with infrastructure teams.
• Developing test plans and testing criteria, conducting testing with clients, and obtaining client sign-off.
• Automating testing where feasible.
• Ensuring activities related to introducing new services into supported environments follow current procedures and best practices.
• Collaborating with internal teams to deliver new systems, enhancements, and solutions to reported issues.
• Liaising with software vendors regarding system enhancements to resolve known issues or further support user requirements.
• Providing demonstrations, training, and knowledge transfer to end users and team members.

3. Application Support & Maintenance
Maintains the health of applications by providing technical and maintenance support throughout their lifecycle stages by:

• Proactively analyzing, developing, and implementing solutions to reduce the frequency of customer-impacting system issues.
• Responding to escalated service requests and support tickets, ensuring resolution within agreed service levels through system modifications, workarounds, enhancements, reconfiguration, procedural recommendations, training, documentation, or vendor escalation.
• Assessing new service requests to determine whether escalation for immediate action is required.
• Prioritizing and managing service requests according to established processes and procedures.
• Consulting with clients to clarify and confirm issues, including identifying causes related to data integrity, application defects, or operational procedures.
• Conducting diagnostic procedures to isolate problems and designing, coding, testing, and implementing solutions.
• Recommending improvements and modifications while following established best practices and procedures.
• Collaborating with customers, internal teams, and software vendors on technical issues and deployments.
• Responding to emergency operational support requirements as needed.
• Analyzing software upgrades and patches, assessing impacts on customizations and interfaces, recommending implementation schedules, testing, and deploying updates following established change management processes.
• Defining and leading acceptance testing for new or modified systems.
• Creating and maintaining system documentation required for ongoing support and disaster recovery.
• Ensuring installation procedures and technical documentation remain current and are properly archived in corporate repositories.
• Advancing technical knowledge to become a subject matter expert for supported applications.
• Managing applications throughout their lifecycle to ensure systems remain reliable and well maintained.
• Maintaining regular communication with customers to ensure systems continue to meet business needs and addressing any identified deficiencies.

4. Additional Duties
Performs other related duties as assigned, including tasks of a minor nature that do not affect the overall value of the role (e.g., contributing to standards development or leading team initiatives).
Knowledge & Experience

• Diploma in Computer Science, Software Engineering, or a related field from a recognized post-secondary institution, including coursework in business/systems analysis, general programming, and software development tools.
• Minimum three (3) years of recent experience supporting enterprise applications in an information technology environment.
• Experience working within frameworks such as ITIL, Modern Service Management, Lean, and DevOps.
• Experience applying development tools, information engineering techniques, and industry best practices.
• Strong communication and collaboration skills when working with users, internal technology teams, and external vendors to resolve issues and identify solutions.

Nice to Have

• Experience supporting Microsoft 365 environments, including SharePoint, Teams, and OneDrive.
• Experience supporting Microsoft Power Platform solutions, including Power Apps, Power Automate, and Power BI.
• Experience with Cority, Clearsight, Tempest, and/or Longview.

For more current job opportunities, Follow MatchBox at linkedin.com/company/matchbox-recruitment/

_________________________

About MatchBox

Headquartered in downtown Vancouver and serving clients nationally, MatchBox is one of the leading recruitment and solutions firms that specializes in the fields of IT & Technology, Engineering & Technical, Real Estate & Construction, and Accounting & Finance. We offer unrivaled expertise with our team's extensive experience in the recruitment and professional services industry. We are dedicated to building great connections and creating strong opportunities within the workforce and the labor market.

Equal Opportunities

MatchBox is committed to providing equal opportunities for all applicants. We welcome and encourage applications from people of all backgrounds, including members of minority groups such as racialized individuals, people with disabilities, LGBTQ+ individuals, and Indigenous peoples. It is a priority for us that all candidates are treated fairly and without discrimination. Our recruitment teams receive ongoing training on using objective criteria for evaluating candidates and other related topics to create an inclusive and welcoming environment for all.

Work Permits

Please note that we require all interested candidates to obtain the necessary work permits from the Government of Canada prior to submitting an application. This position is open exclusively to individuals residing in Canada and legally authorized to work in Canada. Applications not meeting these criteria will not be considered.

Further Consideration

We receive a high volume of applications and are only able to contact candidates who are selected for further consideration.

Find out more at www.matchboxhr.com
#LI-MB1