Support Analyst Job at Innovapost
Requisition Number: 2667
Province: Ontario (CA-ON)
Country: Canada (CA)
Employment Type: Regular
Job Level: L2
Who are we?
We are the technology arm of the Canada Post Group of Companies which includes Canada Post, Purolator, and SCI. Innovapost provides client-specific Information Technology (IT), Information Systems (IS), and business solution services exclusively within the Group and helps them deliver innovative solutions and value to Canadians. Our work transforms operations and modernizes business to meet the demands of the evolving mail, courier, and logistics industries. By joining us you will be able to make a positive impact on how every Canadian sends and receives their packages and mail. Next time you see your neighbour picking up their mail and receiving a package, you will be able to say, “you’re welcome!”
Why join us?
Continuous improvement; a focus on Diversity, Inclusion and Belonging; Environmental and Social Governance; and an investment in a hybrid workplace are just a few of the feathers in our cap. We were also awarded IT World Canada’s 2022 Digital Transformation Award for Large Public Sector organizations. As technology evolves, we believe in providing our high-performing workforce with the skills of tomorrow through continuous learning and career growth. Offering access to learning platforms like Degreed, LinkedIn Leaning, Microsoft Enterprise Skills – as well as a Leadership Developmental Program – Innovapost enables you to connect learning with skills and map your skills to open opportunities within the company.
What role will you play?
The Service Support Analyst provides application support to the organization and a wide variety of application related services such as application lifecycle management. This role will provide for day-to-day incident resolution, assist with move/add/change requests and support other IS operational areas in managing and resolving incidents impacting Retail Point of Sale services. They also bring broad service and applications knowledge, significant support experience, process analysis, understanding of business and technical requirements and the ability to work closely with technical and business users. This role will contribute to day-to-day operations of Retail Point of Sale systems to ensure stability, reliability and availability of applications, infrastructure and services for both the Corporate and Dealer Retail Outlets.
What you'll be responsible for:
- Conduct initial triage including vendor/partner co-ordination, maintenance and operation of hardware, applications and services and perform some second level support functions (application, communications, hardware, infrastructure and security)
- Support the Retail Service Desk in troubleshooting and resolution of first level incident trends as required
- Provide application support and maintenance including daily checks, minor fixes or changes
- Incident management, troubleshooting and issue resolution
- Operational and dashboard reporting
- Provide on-call support as required
- Maintain operational and support documentation, standards and processes
- Implement improvements for the operating environment (e.g. automation)
- Support introduction of new Retail technologies and/or services
- Monitor performance of Retail applications, identify bottlenecks and opportunities for resolution
What does it take for this role to be yours?
- 1-2 years of experience supporting applications and user
- Must be fluently Billignual (English/French)
- Knowledge and experience with personal computer hardware and software
- Working knowledge of Windows operating system
- Familiarity with networking principals
- Familiarity with workstation management processes and tools (e.g. patching, sw distribution)
- Working knowledge of MS Office with a strong emphasis on Excel
- Excellent customer service skills
- Strong interpersonal skills
- Ability to interact effectively in a team environment
- Ability to work independently
- Reliable
- Detail oriented
- Ability to multi-task and prioritize appropriately
- Available to be part of a regular On-call rotation
- Ability to work overtime when called upon
Additional skills that set you apart:
- Exposure to Powershell Scripting and Batch scripting
- Knowledge of Android operating system
- Familiarity with Cloud Environments
Education and certification:
- Academic: collegiate diploma in computer science or equivalent experience (required)
- Certifications: ITIL foundations (Asset), Agile (Asset)
What do we value?
At Innovapost, we believe in being:
- Courageous – doing the right thing
- INNOvative – leading with a visionary mindset
- Inclusive – listening without judgement and challenging biases
- Inspirational – having a positive attitude, interest, and accountability
- Curious – being inquisitive to learn continuously
We also believe in thinking and acting as one team, having mutual respect, having an inherent bias for action, continuously improving and INNOvating, and trusting others to play their roles.
Diversity, Inclusion & Belonging at Innovapost
We value diversity as an essential part of who we are as a company, how we operate and how we see our future. We believe that attracting, developing, and retaining people who reflect the diversity of Canada is essential to our success. We encourage applications from women, Indigenous people, persons with disabilities and visible minorities.
Accommodation
Innovapost is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by Innovapost regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.
The work we do at Innovapost impacts every Canadian. To work with us, you must be eligible to obtain a Canada Post Reliability Security Clearance.
Good luck! We look forward to hearing from you!
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