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(Remote) Application Support Analyst

Company

Harris Computer Systems
Address , , Vt
Employment type FULL_TIME
Salary
Expires 2023-10-06
Posted at 9 months ago
Job Description
Application Support Analyst
Harris Computer Corporation (Systems & Software)
Remote role – Canada or USA
Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.
We are looking for an Application Support Analyst to join our support team.
Systems & Software, a subsidiary of Harris Computer Systems, has been a top-rated Customer Information System (CIS) provider to municipal and investor-owned (IOU) electric, water and gas utilities for over 40 years. With an unrivaled track record of success, our web-based enQuesta Software drives advanced business performance and customer engagement.
We are searching for someone who brings fresh ideas, demonstrates a unique and informed viewpoint, and enjoys collaborating with a cross-functional team to manage real-world solutions and positive user experiences at every interaction. The successful applicant will be involved with functional support our CIS, enQuesta. You will work with our business users along with product and technology teams to provide primary support for production issues. As an experienced analyst, your triage skills will help ensure we’re doing the most important work first.
This remote role welcomes candidates anywhere in Canada and the US. With preference given to Canada's west coast candidates.
Reporting to the Triage Team Supervisor, the application support analyst will:
  • Recreate and replicate technical challenges with a mission to drive product change via configuration management or fixes to client production and testing environments
  • Solve complex challenges - use your research and superior communication skills to provide clear and accurate resolution paths on incoming tickets in accordance with SLA’s
  • Lead with curiosity to work with customers to troubleshoot our applications and become a functional expert for our CIS and related applications
  • Be part of an exciting application support team that thrives on meeting and exceeding expectations
  • Make an impact, build relationships & provide meaningful solutions to stakeholders
  • Manage and triage incoming external and internal stakeholder requests via JIRA Service Desk
  • Understand and translate complex product and technical concepts to non-technical audiences
  • Contribute to the enhancement of our application support specific customer knowledge base and document repository to be used for managing the technical specifics/requirements of each client
  • Manage multiple priorities and own your work from end to end
  • This role has a rotating on-call component that requires some work outside of normal business hours
What we are looking for:
  • Practical experience and an understanding of incident management, problem, and change management
  • Strong communication skills & bias for action
  • Curious and independently minded with a proven ability to thrive in a self-motivated fast-paced, ambiguous, and rapidly changing environment
  • Strong communication skills & bias for action
  • 2+ years of experience in an Application Support role
What would make you standout:
  • Experience managing multiple testing environments (UAT, Staging, Pre-Prod) and related contentions
  • Experience working with SQL
  • Experience working with JIRA Service Desk or similar (ZenDesk, Intercom, etc.)
  • Experience with release management principles and methodology
What we can offer:
  • The opportunity to work on challenging projects with a great team of people
  • Comprehensive Medical, Dental, and Vision coverage from your first day of employment
  • Employee stock ownership and RRSP/401k matching programs
  • Flexible work options
Salary/Benefits:
Salary and vacation will be commensurate with experience and job responsibilities. We offer excellent fringe benefits, including vacation, employee rewards program, retirement plan, health, dental, life, and disability insurance.
Location:
A significant percentage of our management and staff work from their homes. This position is open to qualified applicants living in the US or Canada and willing to work from home and travel to Winooski on occasion. If you’re located in Vermont and want an office-based experience, we have great office space located in the heart of Winooski with parking included. Want to be hybrid? That works too.
About Systems & Software:
Since 1973, our unrelenting mission at Systems & Software has been to give quality customer information system (CIS) solutions to municipal and investor-owned utilities. We understand the importance of a committed, engaged group of teammates to achieve this mission.
Systems & Software is part of Harris Computer, a subsidiary of Constellation Software Inc., which trades on the Toronto stock exchange under the Ticker CSU. Visit us at www.ssivt.com to learn more about our customer information system (CIS), enQuesta. Visit us at
www.harriscomputer.com
to learn more about Harris Computer.
About Harris:
Harris
is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (“CSI”, symbol CSU on the TSX), Harris has become the cornerstone for CSI’s investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses.