Application Support Specialist

MUST HAVES:

• Demonstrates experience preparing and conducting functional testing (e.g. QA SIT UAT) including defect retesting
• Experience with providing help desk support to ends users for IT applications
• Possess a working proficiency level in French (reading writing oral interaction)
• Experience with IBM TRIRIGA Applications and/or other related IWMS systems
• Experience working and effectively communicating with both IT project teams and business users

Description

Responsibilities:

• Provide support to ECIS end users via email support tickets and phone calls in both English and French
• Management and reporting of Help Desk tickets.
• Escalate tier 2 and tier 3 support issues and follow up as required.
• Build and manage core help desk support knowledge base.
• Prepare test materials conduct QA and regression testing of defect fixes and change requests as required.
• Support the business team by walking through delivered defects and change requests.
• Work within established configuration and change management policies to ensure awareness approval and success of changes.
• Collaborate with internal stakeholders to develop and maintain project documentation.
• Directly support the ECIS TRIRIGA team and building TRIRIGA application subject matter expertise

Experience and Skill Set Requirements

BA/QA skills - 40%

• Demonstrates experience with the Software Development Life Cycle (SDLC);
• Demonstrates experience working with business/system requirements (e.g. providing inputs for changes to requirements change requests project artifacts requirement gathering sessions)
• Demonstrates experience preparing and conducting functional testing (e.g. QA SIT UAT) including defect retesting
• Experience with providing help desk support to ends users for IT applications
• A proven track record in creating and maintaining documentation such as project deliverables defect reporting/management service tickets and customer communications

Communication Skills - 30%

• Possess exemplary written and verbal communication skills in English
• Possess a working proficiency level in French (reading writing oral interaction)
• Experience working and effectively communicating with both IT project teams and business users
• Outstanding interpersonal skills with the ability to create and maintain professional relationships with colleagues

Other Key Skills - 20%

• Demonstrated ability to operate in a dynamic fast-paced environment with a high degree of professionalism
• Must be able to work in a team environment and proactively assist others
• Experience with IBM TRIRIGA would be considered an asset; however experience with other enterprise-class IWMS programs may be considered

Public Sector Experience - 10%

• Previous public sector experience in an organization of equivalent size and complexity to the Ontario Public Service
• Previous experience with capital asset management would be considered an asset