IT Systems Support Analyst

Job Summary:

• The IT Systems Support Analyst role is to provide level 2 support for all enterprise applications and system integrations. In order to do this, the analyst supports, maintains and configures the enterprise applications such as the ERP, the CRM and the satellites systems.
• The IT Systems Support Analyst will show expertise in problem solving and incident management in order to quickly resolve the various issues reported by the users.

Job description contains, but is not limited to, the following tasks:

• Address support level 2 requests from users, super users and other IT employees for all applications and enterprise systems. This includes problem replication and resolution, provide workarounds and access management.
• Escalate, when necessary and according to the problem and application involved, the problems to the proper support level 3 group.
• Perform applications transfer to production, by working closely and coordinating with the IT Systems Lead owning the application to deploy.
• Correct errors generated by systems integrations.
• Manage catastrophic events as per the disaster recovery plan in order to stabilize the environment, provide workarounds and find the root cause in a timely manner.
• Perform systems monitoring and carry out planned maintenances.
• Document troubleshooting steps, workarounds and problem resolutions.
• Develop and execute queries to perform data load into the various systems.
• Create, review and validate the documentation related to information systems: user guides, procedures, notes, update, etc.
• Document the daily, weekly and monthly tasks performed by the IT team members.
• Follow the application deployment framework and respect the corresponding schedule of authority.
• Contribute to training of level 1 support technicians.
• Perform unitary and functional testing in collaboration with the different cells in order to validate the system stability and features before transferring to production
• Ensure and enforce the respect of policies, procedures and corporate initiatives.

Requirements

• Ability to work in a global business for an international organization, providing support not only for the USA-based systems, but for the entire organization.
• Highly motivated.
• Ability to quickly understand new ideas and concepts.
• Troubleshooting expertise.
• Ability to prioritize and achieve tasks in a fast-paced environment.
• Ability to vulgarize technical ideas for end users.
• Ability to develop and interpret technical documentation for user training.
• Customer service oriented.
• Strong writing, communication and interpersonal skills. (Ability to speak and write French is a plus)
• Experience in a team environment and collaboration.
• May require occasional travel in North America (Canada and USA).
• Occasional work on evenings and weekends to meet deadlines and maintenance windows. Education/Experience Requirements:

• Associate's degree or equivalent from two-year College or technical school; or equivalent combination of education or experience.
• 2-3 years of experience in an IT support or operations team.
• Knowledge of MS Outlook, Access, Excel, Word, PowerPoint and Visio is required.
• Knowledge of Cast Iron software (or other middleware) is an asset.
• Knowledge of Visual Manufacturing ERP software is an asset.
• Knowledge of NetSuite CRM + is an asset.
• Knowledge of SQL Server and / or experience in database management is an asset.  
• Experience in configuration and support for IIS and Sharepoint will be strongly considered.