At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Halifax, Victoria, Calgary, and Edmonton, we employ over 380 staff, and are one of the largest technology solutions providers, recognized our ability to deliver and innovate to meet the changing needs of our clients.
To learn more about Microserve, click here.
Position Purpose and Summary:
Microserve is looking for an Application Services Analyst (ASA) to define, plan, implement, and manage changes and functional improvements to multiple applications. The successful candidate must possess excellent interpersonal and communication skills, logical thinking and problem-solving, along with a proven ability to function within a team. This role will report into the Application Services Manager.
This position can be done remotely anywhere in Western Canada.
The primary goal of the ASA is to ensure the availability of the systems and to provide first-level technical support for all business and technology inquires for our internal teams.
You will respond to user inquiries, assess problems and issues with IT applications, and help resolve these issues for users. You will interact with the internal IT teams and business users to facilitate documenting the processes, fix defects and implement new features as required.
The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of problems, which may range from straightforward to more complicated technical issues.
Application Services analysts need to balance creative and technical problem-solving, customer service, and collaboration to ensure that our internal teams can access and utilize the software and resources they need for work.
First point of contact for incoming support requests via Microsoft Teams and email to ensure courteous, timely, and effective resolution of end-user issues
Resolve problems and liaise with customers to find ways to continually improve services and processes, and keep customers informed on their problem status/resolution
Troubleshoot issues and make decisions to assess customer priority and impact, and escalate issues to senior support if needed
Analysis of business and user requirements and making recommendations regarding design and development of solutions based on best practices
Analysis of process gaps, information flow obstacles or system issues and identification of opportunities for improvement
Work with other IT team members as appropriate to resolve technical problems and make improvements
Record, track, and document the incidents, including all successful and unsuccessful decisions made and actions taken, through to final resolution
Developing and maintaining applications documentation
Adhering to quality assurance guidelines and maintain quality assurance on all deliverables
Provide IT business and application support services for projects and special requests
Continuous monitoring and follow up with client and staff – no call is completed until the users are 100% satisfied
Qualifications and Requirements:
Minimum 3 years of experience developing and/or maintaining large mission critical applications
Technical computer knowledge and troubleshooting skills is a must
Experience using Microsoft Team Foundation Server for managing the entire application lifecycle. Power BI, PowerApps, PowerAutomate considered an asset
Experience with ConnectWise considered an asset
Have great attention to detail and be well organized
Work well independently and as part of a team
Experience creating and maintaining technical documentation related to application development
Excellent verbal and written communication
In-depth understanding of the system development process
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