Application Support Analyst

at  MCAN Mortgage Corporation

WHO WE ARE:

At MCAN, we are proud of the team we have built and the development opportunities we provide to our team members. Our people are our most important assets in helping Canadians achieve the dream of homeownership.
We are a home for talented professionals looking to grow their careers and passionate about continuous learning and development.
We are certified from Great Place to Work® Canada 2021-2023 and recognized as one of Canada’s Best Workplaces™ 2022-2023. We are also thrilled to be recognized on the 2024 list of Best Workplaces for Women!
We’re looking for a Business and Application Support Analyst to join the MCAN’s IT team.

JOB SUMMARY:

The Business and Application Support Analyst, reporting to the Director of Cloud Architecture and IT Operations, provides level 2 technical support for all Business and IT applications. This includes front-line support for hardware, software, and peripherals, with a focus on application support. The role requires a strong understanding of application usage and integration with other business applications. Additionally, the analyst will develop reports and dashboards using tools like SharePoint, Power BI, Tableau, or Excel, and collaborate with business stakeholders to identify process improvements and reporting automation opportunities.

THE WORK EXPERIENCE, SKILLS, EDUCATION THAT YOU BRING:

• Bachelor’s degree in Computer Science, Engineering, or related field.
• Experience in Managing Engine ServiceDesk Plus or other enterprise help desk equivalent
• Microsoft Technical Associate (MTA) or Microsoft Certified IT Professional (MCITP) or equivalent experience.
• A+ Network Certification or equivalent experience
• Experience in writing high-quality documentation, and reports
• Microsoft Windows 10/11 deployment in a corporate environment using group policies or Autopilot/Intune
• Experience with M365 and SharePoint site development including configuration, and administration
• Experience with SharePoint Admin tasks including Managing security, monitoring, general settings, system settings, and apps using SharePoint central administration.
• Strong knowledge of cloud backup solutions in Azure cloud environment
• Hands on experience with Azure Infrastructure compute, storage, disaster recovery, and monitoring
• Very good understanding of Cloud IaaS, PaaS and SaaS services.
• Proficiency in reporting tools.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management.
• Familiar with Data Warehouse and advances excel skills.
  The above information in this description has been designed to indicate the general nature and level of work performed by employees in the position. It is not designated to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
  We believe great work and collaboration can happen anywhere, which is why we are a permanent hybrid work environment! We equip our team with great technology and empower them to deliver their best results.
  We are dedicated to building an organization that reflects the diversity of our clients and the communities we serve across Canada. Do you possess and value the same attributes?
  Are you interested in your own development? Then come join our team!
  Requests for accommodation can be made at any stage in the recruitment process.
  We thank all applicants for their interest but only those selected for further consideration will be contacted.
  MCAN is committed to providing accommodation to applicants throughout the job application and interview process to the point of undue hardship. If you require any accommodations, please contact our Human Resources team at hr@mcanfinancial.com

• Monitoring and managing Help Desk tickets, specializing in level 2 application support, and escalating when necessary.
• Designing application flow diagrams, recommending scalable process efficiencies, and assessing technical feasibility of support tickets, including new initiatives and projects.
• Communicating technical information clearly to non-technical stakeholders.
• Working closely with business leaders to ensure IT initiatives support strategic objectives, identifying opportunities for technology to drive business value.
• Acting as a liaison between IT and business units, facilitating effective communication and collaboration.
• Identifying and promoting the adoption of new technologies to enhance business processes and improve efficiency.
• Utilizing knowledge of Microsoft Azure, M365, MS Business Central, Power BI, and SharePoint.
• Identifying and solving complex technical problems, analyzing issues, developing solutions, and implementing changes effectively.
• Performing system admin duties, including user access administration and application change management.
• Leading best practices for application support, partnering with key stakeholders across IT and the business.
• Participate in IT Change Advisory Board (CAB) and utilize Change Management on the Help Desk ticketing system, ensuring incident and change management processes are executed as mandated.
• Develop and lead best practices for application support across the organization, including writing training manuals, training users, and hosting lunch and learn sessions.
• Deploy and maintain IT assets, including applications, laptops, tablets, mobile devices, and support head office equipment like office printers and audio-visual MS Teams rooms.
• Liaise with senior leadership and internal teams for project updates and process changes, providing in-office technical support for team members, executive team, and board members when required.