IT Application Support Analyst
Title:IT Application Support Analyst
Our vision is to be the utility company most admired by customers, communities and investors for our people, passion and performance.
The role of IT Application Support Analyst is to deliver the day-to-day activities of AMS (Application Management Services) duties associated with application(s) assigned to them from the suite of COTS –commercial off the shelf- software that form the organization’s Microsoft based Enterprise application portfolio. The portfolio is centered on a group of COTS packages. AMS Services encompass the configuration, administration, support, maintenance, vendor enhancements, and overall operation of the applications from an IT perspective, but does not involve code development (with the exception of SSRS Report Development). The incumbent will be a subject matter knowledge resources for their portion of the organizations’ Enterprise applications, and be accountable for the full complement of the daily/weekly/monthly activities required to support and maintain their application's function in a timely and effective manner from an IT perspective. The incumbent ensures that their Enterprise applications are operated in a cost effective, efficient, and timely manner, according to SLAs that are agreed with the relevant business managers. The incumbent will ensure the Enterprise applications adhere to all of the organization’s security policies and guidelines, are within the organization’s technology standards, and conform and comply with all of the organization’s business and technology processes. In addition, the incumbent will work with project managers, 3rd party vendors, QA testers, IT infrastructure, and IT release management to deliver any required change for an application from development to production. The change can be project/enhancement/break-fix/innovation/regulatory related and injected through the organization’s business change demand intake and/or trouble ticketing processes. Further, the incumbent would identify technical requirements for any change, and assist with assessing the technical requirements for such change. To be clear, this position does not entail staff performance management (i.e. no performance reviews)
+ Manages tickets assigned to Analyst's queue
+ Provide application data capture, and application configuration support
+ Work with other support providers, including third party vendors and internal technical resources, to identify and resolve application issues
+ Monitor application operations and performance
+ Provide root cause analysis support for applications error investigations
+ Execute approved application changes/correction procedures as provided by vendors/senior analyst
+ Support of projects or system enhancements for assigned applications
+ Provide recommendations for improvements in the operation of the assigned Enterprise Application(s)
+ Assist in identifying tasks and effort required to scope out changes to the assigned applications
+ Participate in on call rotation to provide off-hours support for application end users
+ Gain and maintain a working knowledge of other applications in the team's portfolio, for basic support response and resolution of requests while on call
Education & Experience
+ College or professional program of 3 years or less
+ 3-5 years of experiences
+ Certification in one or more of the following areas (see list below):
+ ITIL service management
+ GIS (preferably ESRI and/or Schneider product group)
+ SCADA (preferably Schneider product group)
+ CIS (preferably Cogsdale and/or Harris product group)
+ ERP Work Management (preferably Microsoft Dynamics Great Plains WennSoft or MobileTech product group)
+ SQL Server Reporting Services Development (Microsoft SSRS)
+ Experience with Regulated Utility, Engineering or IT Consulting company preferred (click on field to see more)
+ Demonstrated IT experience of at least 3 years in supporting ERP or Engineering related applications
+ Solid understanding of Microsoft Enterprise technologies and platform
+ Demonstrated ability to use code change management processes
+ Demonstrated ability to translate business requirements into technical requirements
+ Strong and effective communication skills, with both business and technical stakeholders
+ Demonstrated analytical and problem solving capabilities
Algonquin Power & Utilities Corp is a North American diversified generation, transmission and distribution utility with $10+ billion of total assets. (APUC) delivers continuing growth through an expanding pipeline of renewable energy development projects, organic growth within its regulated distribution and transmission businesses, and the pursuit of accretive acquisitions.
The distribution business group (Liberty Utilities) provides rate regulated water, electricity and natural gas utility services to over 750,000+ customers in the United States. The transmission business group invests in rate regulated electric transmission and natural gas pipeline systems in the United States and Canada.
The generation business group (Liberty Power, formerly known as Algonquin Power) owns a portfolio of regulated and long term contracted North American based wind, solar, hydroelectric and thermal powered generating facilities representing more than 1.5+ GW of installed capacity.
What we offer
Collaborative environment with a genuine flexible working policy
Share purchase/match plan
Defined Contribution savings plan
Top Talent Program
Volunteer paid days off
Employee Assistance Program
Free parking, including free electrical charging
We are focused on building a diverse and inclusive workforce. If you are excited about this role, and are not certain you meet the all the qualification requirements, we encourage you to apply to further investigate the opportunity.
We are an equal opportunity employer and value each person’s unique background, diversity, experiences, perspectives and talents. Full participation of all employees in a safe, healthy and respectful environment is key to individual and company success. We are committed to fully utilizing the abilities of all of our employees and expect each of our employees to honor this commitment in their daily responsibilities.
As part of our commitment, we work to ensure our application process is accessible to all candidates. If you require special assistance or accommodation during the hiring process, please notify the Talent Acquisition Team.