Location(s): Help Headquarters
Job Type: Full Time Regular
myWork Program: In-person
Starting Salary Range: $70,000 - $85,000
Background Screening Requirement:
Enhanced Criminal Record Check (every 5 years)
Credit Check (every 5 years)
Identity Verification
Employment Verification
References
Role Purpose
The Applications Support Analyst (Corporate and Digital Banking Applications) will provide an outstanding support service experience to our clients and ensure the timely resolution of support incidents or service requests. The Applications Support Analyst must be knowledgeable of technology processes and coordinate with internal departments as well as follow documented departmental procedures and guidelines. The ASA 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.
Corporate Responsibility
At CCS, one of our goals is to be recognized as one of Canada’s leading companies. We strive to have a positive economic, environmental and social impact, providing responsible leadership in the marketplace, the workplace and in the communities where we live and work. We operate in a regulated environment whereby public trust is paramount. As a company and as employees, we will conduct ourselves with the highest standards of integrity and professionalism without exception, at all times.
Accountabilities
Work and communicate within a diverse cross functional team and vendor resources team, striving to meet our Service Level Agreements and clients expectations
Investigate 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
Educate other staff and stakeholders on technical issues as needed and train on work arounds as necessary
Mentor Tier 1 team members and help build the client knowledge base
Manage Service Requests according to 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
Utilize existing systems and tools to properly progress all open issues to closure Personal Effectiveness
Core Banking: Become an expert of the Banking application and understand its advanced functionality. Collaborate with other application subject matter experts as necessary to determine root cause and workarounds
Corporate Applications: Become an expert of applications under the department portfolio and understand their advanced functionality. Collaborate with other application subject matter experts as necessary to determine root cause and workarounds
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
Skills & Qualifications
Minimum 4 – 6 Years of Job-Related Experience
Corporate Applications Support: Minimum of 5 years of experience providing applicationsupport for a multi-channel digital application (web & Mobile), ESB, API Integration orCRM.
Prior Salesforce or Muesoft experience an asset
Core Banking App Support: Minimum of 5 years experience providing application support for an ERP or CRM. Priorexperience supporting T24 or other banking applications an asset.
High School Diploma plus completion of a Diploma Program (two years of formal education or equivalent) i.e. Diploma in Information Technology or Application support
Solid skill with MS Office tool set, MS Access, and Visio.
Corporate Applications: Solid skill with web based applications: HTML, JavaScript, CSS, Java, C#
Solid knowledge of databases (data analysis and report): T-SQL, SQL Server
Solid ability and motivation to adapt to and learn new technologies
Advanced troubleshooting and root cause analysis skills
Core Banking: Solid skill with ERP or CRM application and data access mechanisms inlcuding SQL C# etc.
Advanced client management, customer service skills
Advanced professionalism within all forms of communication with excellent written and oral communication skills appropriate for varied audiences
Demonstrated ability to communicate and work effectively with management, clients andpeers, even in stressful situations
Exceptional attention to detail
Solid ability to effectively prioritize and manage multiple concurrent tasks
Advanced ability to approach problems with high-energy, a positive attitude and to look for the opportunities presented within challenges
Advanced and demonstrated critical thinking and problem solving skills
Demonstrated ability to collaborate effectively and work independently
Equity, Diversity & Inclusion at Coast Capital
Don’t meet every single requirement? At Coast Capital, we believe everyone has potential. We are committed to building better, brighter, more inclusive futures for everyone – including our employees. We see the potential in our employees to achieve amazing things and want to invest in your future. If you’re excited about this career opportunity and your experience may not perfectly align with every qualification in this job posting, we still encourage you to apply. You may be just the right candidate for this or other opportunities at Coast Capital.
At Coast Capital, we are committed to equity, diversity and inclusion. We strongly encourage applications from Indigenous Peoples, Black, and racialized persons, persons with disabilities, people of diverse sexual and gender identities and women. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences and expertise benefit of our employees, our members, and our community.
We strive to provide an accessible candidate experience for our candidates with different abilities. If you require any accommodations, please contact accessibility@coastcapitalsavings.com or call 778-391-5836. We will work with you to meet your needs.
