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Application Support Analyst
Position Summary
The Application Support Analyst’s role is to deliver support to end users at OCP about how to use various types of software programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software for all staff and departments. The Application Support Analyst is also responsible for assisting in the design, delivery, and improvement of in-house software applications training programs and related courseware.
What you’ll do at OCP
- Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes
- Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
- Conduct research into software application products and services in support of development and purchasing efforts
- Provide support for the testing of new and existing software applications under development or consideration for purchase
- Field incoming problem tickets from end users to resolve application and software issues
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
- Prioritize, schedule, and administer all instances where enhancements and defect resolution are required
- Perform hands-on fixes at the desktop level, including installing and upgrading software, and configuring systems and applications
- Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
- Communicate application problems and issues to key stakeholders, including management, development teams, end users, and team leader
- Prepare UAT and test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved
- Maintain and enhance performance of all new and existing software and applications across the organization
- Identify and learn appropriate software applications used and supported by OCP
- Coordinating with department leads along with assessing departmental application training needs and objectives
- Participate in the design, development, and delivery of software applications training programs
- Post software updates, drivers, knowledge bases, and frequently asked questions resources on OCP intranet to assist in problem resolution
What we’re looking for
- In-depth, hands-on knowledge of and experience with enterprise and desktop applications, including Microsoft Office 365, Microsoft SharePoint, SysAid, CRM systems
- Proven experience with troubleshooting principles, methodologies, and issue resolution techniques
- Able to develop and interpret technical documentation for training and end user procedures
- Knowledge of trends in technology relating to software applications
- Highly self-motivated and directed
- Ability to absorb new ideas and concepts quickly
- Good analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Ability to conduct research into software development and delivery concepts, as well as technical application issues
- Ability to present ideas in business-friendly and user-friendly language
- Very strong customer service orientation
- Excellent written, oral, interpersonal, and presentational skills
- Experience working in a team-oriented, collaborative environment
- Proven ability to multi-task and manage activities with varying priorities
- Must have the ability to approach all stakeholders (internal and external) with tact and diplomacy while adhering to College principles
What experience we prefer
- College diploma or university degree in a related field such as Computer Science or equivalent
- Must have 3-5 years of related application support experience or equivalent experience and education
Why work for us?
We are the registering and regulating body for the profession of pharmacy practice in Ontario with a mandate to service and protect the public interest. In addition to ascertaining all registrant meet professional standards, the College sets and ensures ongoing adherence to professional and operational standards as it leads the advancement of pharmacy.
If you are interested in joining the College, please forward your cover letter and resume in confidence to www.ocpinfo.com, by December 19, 2022 stating salary expectations.
OCP is committed to supporting accessibility and diversity.
Requests for accommodations can be made at any stage of the recruitment process.
Applicants need to make their requirements known when contacted.
We wish to thank all applicants for their interest in this position. We will only contact those whose skills, knowledge, and experience most closely match the requirements of the position.
