Senior Application Support Analyst

  • Full Time
  • Surrey

Coast Capital Savings

Location:British Columbia (CA-BC),Surrey Job Type:Full Time myWork Options: What’s the job? The Senior Application Support Analyst (Corporate Applications or Core Banking) will provide an outstanding support service experience to our clients and ensure the timely resolution of support incidents or service requests. This individual must be knowledgeable of technology processes and coordinate with internal departments as well as follow documented departmental procedures and guidelines. The SASA resolves issues directly where possible by investigating and documenting the business and systems cause, troubleshooting, proposing and validating solutions to the issue or by managing issues through to resolution by tracking and documenting their concerns for escalation to Tier 3 support. What you’ll get to do: Effectively communication and work within a diverse cross functional team and vendor resources, striving to meet our Service Level Agreements and clients expectations Investigate complex client data issues and collaborate with clients to identify issues or defects Document required bug-fixes, feature requests and solutions to known issues. Collaborate in creating a reference archive. Mentor Tier 1 Support team members and Applications Support Analysts and help build the client knowledge base Education business line staff and stakeholders on technical issues and resolutions Manage Service Requests according to priority and predefined processes and procedures and escalate cases to Tier 3 Support as appropriate and necessary Maintain issue tracking system in order to keep internal/external stake holders informed of case progress Effectively utilize and ensure Application Support Analysts are utilizing existing systems and tools to properly progress all open issues to closure Corporate App Support: Become an expert of multiple applications under department portfolio and understand their advanced functionality. Collaborate with other application subject matter experts (across technical teams or with vendor) as necessary to determine root cause and workarounds Problem-Solving Collaborate with Quality Assurance to validate workarounds or fixes Receive and prioritize a significant volume of Service Requests Maintain current knowledge of defects and recognize patterns or trends which may identify a common cause Core Banking: Become an expert of the Banking Application and understand the advanced functionality. Who are we looking for? Diploma in Information Technology or Application support and 7 years experience Minimum 7 – 9 Years of Job Related Experience Corporate Apps: 7 years of experience providing application support for a multi-channel digital application(web & mobile), ESB, API Integration or CRM. Prior SalesForce, Mulesoft or supporting banking applications will be an asset. Prior experience in supporting core banking applications an asset. Advanced skill with MS Office tool set, MS Access, and Visio Corp Apps: Advanced skill with web based applications: HTML, JavaScript, CSS, Java, C# Corp Apps: Advanced knowledge of databases (data manipulation, analysis and reports): T-SQL, SQLServer Advanced ability and motivation to adapt to and learn new technologies Advanced troubleshooting and root cause analysis skills Advanced skill with web based applications: and data access mechanisms including SQL, HTML, JavaScript, CSS, Java, C#, etc. Core Banking: Advanced skill and knowledge of databases (data integrity, analysis and report) Demonstrated ability to communicate and work effectively with management, clients and peers, even in stressful situations Excellent client management skills Maintains a high standard of professionalism within all forms of communication with excellent written and oral communication skills. Advanced and demonstrated ability to collaborate effectively and work independently Exceptional attention to detail Advanced ability to effectively prioritize and manage multiple concurrent tasks Advanced ability to approach problems with a high-energy positive attitude and look for the opportunities presented within challenges. Advanced and demonstrated critical thinking and problem solving skills Coast Capital SavingsWhy join Coast Capital? Purpose is our North Star. We look at everything through our purpose. It informs the advice we provide our members, the experiences and products we create, and the programs we build to support our employees and communities. Committed to inclusion and engagement. We have an ongoing focus on equity, diversity, and inclusion and routinely track how we’re doing, and what we need to do to keep improving. We foster a culture where everyone can feel safe to be who they really are and thrive. A career that grows with you. We believe in developing our people and promoting from within. Many employees have spent decades, and sometimes their entire careers, with Coast Capital and have progressed from the frontlines to senior leadership. Work where you’re most effective. In 2020 the world changed, and that includes how we work. In response to COVID-19 we launched myWork, which gives employees flexibility in where they work based on the nature of their role. Benefits that flex to the needs of you and your family. We offer comprehensive, customizable benefits for you and your family, so you can choose what fits best for you and your lifestyle. Retirement options. We also take care of our employees once they retire. That’s why we offer the choice of a defined contribution or defined benefit pension plan or RSP’s. Mortgage and auto financing benefits. Employees save thousands on their mortgages and auto loans with best-in-category benefits. Real recognition. We recognize excellence throughout the year, through an online community that lets employees give kudos and thanks throughout the year. We’re human, which means we like to have fun with events, celebrations, and recognition throughout the year. An award winning culture. We’re a Platinum member of Canada’s Best Managed Companies and are regularly recognized by Canada’s Most Admired Corporate Cultures and the BC Top Employers Awards. We reinvest 10% back into the community. When we do well, our communities do well. That’s why since 2000 we’ve invested over $90 million into our member’s communities. Double your impact. Through our employee volunteer program, Coast Capital donates $10 for every hour you volunteer to a Canadian charity or non-profit of your choice.Equity, Diversity & Inclusion at Coast Capital At Coast Capital, we value diversity, equity and inclusion. We’re not all the same and we like it that way. We don’t just accept differences – we celebrate, support, and we thrive on them for the benefit of our employees, our members, and our community. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.COVID-19 at Coast Capital Coast Capital Savings is committed to the health and safety of our employees, member, and communities. With this commitment in mind, Coast Capital complies with all public health mandates (provincially and/or federally, as applicable) and has implemented various safety measures, including requiring all employees to be fully vaccinated against COVID-19, and making COVID vaccination a pre-condition to employment with Coast Capital. All successful applicants must provide acceptable evidence of full vaccination against COVID-19, before any contract of employment becomes final and binding, and before your start date can be set. Exceptions may apply where vaccination is not possible for medical or religious reasons that are protected under Canadian human rights laws. Should successful applicants require a medical or religious accommodation related to vaccination please discuss whether an exception may apply with your Talent Acquisition Advisor.