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Location(s): Help Headquarters 

Job Type: Full Time Regular 

myWork Program: Hybrid

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 3-5 Years of Job-Related Experience
• Corporate Applications Support: Minimum of 3 years of experience providing application support for a multi-channel digital application (web & Mobile), ESB, API Integration
• 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; Bachelors in Information Technology
• Solid skill with MS Office tool set, MS Access, and Visio
• Corporate Applications: Solid skill with web based applications: HTML, JavaScript, CSS, Java, C#, SQL, .NET, Digital & Cloud Platforms
• Strong knowledge of API and MuleSoft
• Experience with Dynatrace and Elastic Search an asset
• 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
• 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 and peers, 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
• Handle night deployments, after hours, and night on-call schedules independently 
• Experience with deployments via Jenkins an asset

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 [email protected] or call 778-391-5836. We will work with you to meet your needs.