Archived listing. The details below describe a past opening.
2nd Line Application Support Analyst
Toronto, Canada
C$70,000 - C$85,000 Base + Benefits
Department: IT / Application Support
Reporting to: Application Support Manager – UK
Working with: UK Support Team, Business Stakeholders, System Users, Development Teams and Third-Party Vendors
About the Role:
We are looking for an experienced and service-focused 2nd Line Application Support Analyst to join an expanding support function based in Toronto.
This is a key position within the application support team, working closely with business users and stakeholders in Canada while maintaining strong links with colleagues in the UK. You will provide day-to-day support across a range of business-critical applications, ensuring issues are investigated thoroughly and resolved efficiently.
The successful candidate will have a strong analytical mindset and be comfortable working through application, system and data-related problems. You will take ownership of incidents from initial investigation through to resolution, escalating more complex issues to development or third-line teams where appropriate.
The Opportunity:
This is an excellent opportunity for an experienced Application Support professional to take a key role within a growing support function, providing hands-on 2nd line support while working closely with users, technical teams and stakeholders across Canada and the UK.
You will play an important part in maintaining the stability and effectiveness of business-critical applications, resolving incidents, supporting data integrity and helping to continually improve the overall support service.
Key Areas of Responsibility
Application & Systems Support
- Deliver effective 2nd line support across business-critical applications and systems.
- Investigate application incidents and service requests, identifying the underlying cause and implementing appropriate resolutions.
- Monitor support queues and ensure tickets are progressed in line with agreed service levels.
- Analyse recurring problems, carrying out root cause investigations and identifying appropriate corrective actions.
- Maintain clear and comprehensive records of incidents, resolutions and other support activity.
User & Stakeholder Support
- Serve as a key contact for application users across the organisation.
- Work with stakeholders to understand the business impact, urgency and priority of reported issues.
- Keep users and stakeholders informed throughout the incident and resolution process.
- Develop effective working relationships with internal teams, system users and third-party suppliers.
- Communicate technical information clearly to both technical and non-technical audiences.
Incident Management & Escalation
- Assess and triage incoming incidents, determining their severity, impact and priority.
- Take ownership of support issues through to resolution and closure.
- Produce clear and detailed tickets and escalation information when issues need to be referred to development teams or external vendors.
- Work collaboratively with UK-based support and technical teams to coordinate investigations and resolutions.
- Contribute to incident reviews and post-incident investigations where required.
Data Analysis & Support
- Investigate application and data-quality issues, identifying discrepancies and working towards appropriate resolutions.
- Use SQL and relevant reporting or analytical tools to investigate, validate and troubleshoot data.
- Carry out authorised data amendments or corrections in accordance with established change control procedures.
- Monitor recurring data problems and identify trends that could be addressed through preventative action.
Team Collaboration & Improvement
- Work closely with the UK support function to share knowledge and maintain consistent support practices.
- Help develop and maintain support documentation, knowledge articles and standard operating procedures.
- Support application testing, release validation and change management activities.
- Look for opportunities to improve support processes, monitoring capabilities and overall service delivery.
- Contribute ideas that can improve the reliability and efficiency of the applications and support function.
Skills & Experience Required
Essential Requirements:
- At least 2 years' experience within an Application Support, Systems Support or IT Support position.
- Proven experience troubleshooting and supporting business applications within a live/production environment.
- Strong incident management, investigation and problem-solving capabilities.
- Experience working with and resolving data-related issues.
- Confident writing and running SQL queries for investigation, analysis and troubleshooting.
- Experience working with IT Service Management (ITSM) platforms such as Jira, ServiceNow, Zendesk or similar.
- Strong communication and interpersonal skills, with the ability to work effectively with both technical and non-technical stakeholders.
- Able to organise and prioritise workload effectively while managing several issues at the same time.
- A methodical approach with strong attention to detail and analytical ability.
Desirable Experience:
- Previous experience working within international or geographically distributed teams.
- Understanding of software development lifecycles and formal change management processes.
- Experience supporting applications within logistics, supply chain, customs, finance or ERP environments.
- Familiarity with APIs, integrations and data interfaces.
- ITIL Foundation certification or equivalent knowledge/qualification.
What We're Looking For
We are looking for someone who takes ownership of issues and is committed to delivering a high level of service to users.
You will ideally be:
- Customer-focused with a strong service mentality.
- Accountable and willing to take ownership of problems through to resolution.
- Professional, approachable and collaborative in your working style.
- Comfortable working independently while staying closely connected with remote colleagues.
- Adaptable and able to operate effectively in a busy, fast-moving support environment.
Measuring Success
Success in the role will be demonstrated through:
- Consistent achievement of agreed SLA and incident resolution targets.
- Strong first-time resolution performance.
- Effective management and reduction of the support ticket backlog.
- Positive feedback and satisfaction from business users and stakeholders.
- Accurate, clear and consistent incident documentation.
- Identification and reduction of recurring issues through effective root cause analysis and continuous improvement.
