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JLIConsulting: Application Support Analyst


This is a Contract position in Montreal, QC posted March 21, 2021.

Company DescriptionThe Application Support Team is a team of invaluable professionals supporting our organization’s mission-critical applications.

They support the applications in all major domains by providing technical, functional & system support.In this role, each team member supports our end user community, internal IT teams and external third-party support partners in a personable and professional manner.

They bring a developed approach to diagnosing issues with the willingness to collaborate to find the best possible solutions.A successful candidate in this role can demonstrate the effective use of monitoring tools, perform a deep-dive in troubleshooting and investigating, and be able to clearly and effectively communicate the outcomes.

They are continually seeking new & better ways to meet thechanging world of application security.

They have an inquisitive mind, willingness to learn, skill at facilitating technical conversations and the ability to fail fast to keep progress moving forward.Job DescriptionProvide 2nd and 3rd level of technical, functional & system support of core applications in major domains.Ensure all incidents are addressed, updated, and closed following predetermined Service Levels, Incident, and Problem Management processesAct as primary on-call contact for issues and investigations related to core applicationsPerform trend analysis to highlight recurring incidents within the production applications environment and develop solutions to address the root causeIdentify, research, and resolve technical problems of the applications, including code-level analysisDemonstrated success in creative problem solving, finding viable alternative solutions, and documenting those solutionsDemonstrate a commitment to knowledge-centered support principlesDevelop and promote security best practices for production applications within the organizationProvide technical expertise to internal customers through collaboration with the end-user community for clarification of requirements and the communication of solutionsVerify the completeness and integrity of incident updates and solutions provided by third party support partnersParticipate in internal audit processes for corporate applicationsWork with the IT Team to ensure a smooth support transition from Delivery to Operations.Participate in validations activities related to patching, maintenance, and deployments.Effectively communicate to the business process owner, product owner and management Participate in testing cycles with the Quality Assurance team to ensure the operability (monitoring, supportability) of infrastructure, applications and business processes QualificationsProfileAbility to take a business-centric and holistic approach in delivering supportComfortable working in a production environment requiring 24×7 support and being part of an on-call rotationExcellent verbal and written communication skills to ensure issues and resolutions are understood and translated accuratelyValues an environment where business process knowledge is equally as important as technical knowledgeSelf-directed and able to use online training and documentation to learn about existing software features and develop new guidelines for others on the teamAbility to learn new concepts, systems, and software independently and quicklyAbility to build strong relationshipsAbility to follow processes and guidelinesAptitude for mentoring and assisting team membersProfessional Experience & EducationsBachelor’s Degree in Computer Science, Computer Engineering or equivalent training or experience2 years working experience with ServiceNow or comparable IT Service Management toolsetsPast experience working in Agile or Kanban environments2 years practical experience of SalesForceSAP experience is a plus3 years of scripting (Unix, Perl scripting, JSON )3 years of working knowledge of relational databases (SQL SERVER, Oracle, etc)Knowledge of Service-Oriented Architecture (SOA), Enterprise Service Bus (ESB) & ActiveMQFamiliar working with Monitoring tools like Thruk, UIM, or AppDynamics.Experience with application interfacing (AIF, XML/SOAP web services, business connectors, APIs)Good understanding of AWS Services: IAM, API Gateway, Cognito, Lambda, S3, SNS/SQS, EC2, VPC and networking, Cloudformation a plus.Understanding of DevOps and CICD pipelines3 years of working knowledge of Database services like DynamoDB3 years’ experience in the cloud industry, including IoT data collection, data storage, analytics, and application development, with AWS or Azure cloud platforms, preferredDemonstrated experience with one or more of the following: programming languages, application development (including low code/no code) like AirTable, Zapier.

Exposure to data visualization techniques and data analytics like UDP, Splunk