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Job# 1001489 (Application Support Analyst):


Title
Application Support Analyst
Posted On
2017-04-13
Expires On
2017-05-13
Reports To
IT Manager
Location
Vaughan ON

Description

Summary

The Application Support Analyst’s role is to deliver support to end users in the organization concerning various types of software programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software for all internal customers, such as operations, development, and other business units. The Application Support Analyst is also responsible for assisting in the design, delivery, and improvement of in-house software applications training programs and related courseware.

Job Duties

  • Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes

  • Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems

  • Conduct research into software application products and services in support of development and purchasing efforts

  • Provide support for the testing of new and existing software applications under development or consideration for purchase

  • Travel to newly acquired sites throughout North America

  • Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems

  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue

  • Prioritize, schedule, and administer all instances where enhancements and defect resolution are required

  • Perform hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications

  • Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution

  • Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders

  • Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved

  • Maintain and enhance performance of all new and existing software and applications across the organization

Requirements

  • Must have 3+ years TRUX Route Management experience

  • Experience with Fleetmind and/or Database Manage Systems is beneficial but not required

  • Strong customer service experience and/or communication skills

  • Considerable experience with Microsoft Excel

  • College diploma or university degree in the field of computer science, information systems, and/or 3 - 5 years equivalent work experience

  • Proven experience with troubleshooting principles, methodologies, and issue resolution techniques

  • Able to develop and interpret technical documentation for training and end user procedures.

  • Experience in the Solid Waste industry is a strong asset

  • Able to work independently or in a team environment

  • Bilingual (French/English) is as asset

  • Must be willing to travel




 GFL Environmental is an equal opportunity employer and encourages applications from all qualified individuals. We are committed to the principles of equity, accessibility and providing reasonable accommodations to candidates with disabilities. If you require an accommodation to navigate our site or apply for a position, please send us an email at careers@gflenv .com with the nature of your request along with your contact information. We thank you for your interest. Only those selected for an interview will be contacted.

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