Solution Support Analyst

Description

This position closes at 3:00 p.m. on Nov 1st, 2013.

This is a 12 month Contract opportunity.

Reporting to the Application Management Lead, the Application Maintenance and Support Analyst provides Tier II and perhaps Tier III application support to the organization as well as provide a wide variety of application management related services as required.

This role will primarily consist of day-to-day service requests, incidents and proactive monitoring to support users and other IT operational areas. The prime candidate will bring upstream accounting application experience, support experience, troubleshooting and process analysis capabilities. Communication is essential to the role such as understanding the business' needs and technical requirements. Proven training experience is an asset as well as the ability to work well with technical jargon and moreover, communicate layman's terms at the appropriate business user level.

• Provide application support for a wide variety of application types such as PaaS, SaaS, COTS and custom applications. Daily activity includes maintenance, daily monitoring, proactive and reactive incident break fix, service request fulfillment, root cause analysis, release management, changes and application upgrades or patches as well as active documentation management
• Keeping environment documentation and configuration management up to date
• Manage life cycle of applications including installation, ongoing maintenance, and decommissioning
• As part of systems testing and implementation, support production readiness, documentation and acceptance efforts of new solutions
• Support the service transition team on scheduled release rollouts as well as maintain their day to day documentation throughout the entirety of their life cycle
• Support the Service Desk in end-user assistance and knowledge base
• Manage and advise the security team on the security and integrity of applications supported
• Help ensure and maintain the application's regulatory requirements and compliance to internal or external security accreditations, regulations and policies
• Ensure all services comply with quality assurance and development control requirements
• Support testing, continues improvement, incident, problem, change, event, asset and release management.
• Be engaged and communicative with the business areas being supported
• Be flexible to the type of applications supported during your tenure

Required Skills:
• Technical diploma, College diploma or University degree in information systems, engineering or equivalent experience
• Minimum 5 years' experience supporting Oil and Gas applications or working in an oil and gas industry
• General knowledge of hardware and data storage configurations commonly used in large worldwide corporations
• Experience in application and maintenance support, assisting Tier I, Tier II and Tier III personnel and vendors or service providers
• Demonstrates the ability to solution and problem solve and provide recommendations for new enhancements and problem resolutions
• Experience working with Oracle databases, building complex SQL queries, installing and configuring applications that use Oracle databases would be required
• Knowledge of Application and Data integration, interfaces/Middleware
• Experience with SQL and PL/SQL Developer
• Good Communication and Documentation skills
• Ability to work closely with other team members and other IT teams, end users or vendors to provide solutions, negotiate or facilitate
• Can assess work load and prioritize day to day activities to enhance customer satisfaction and support levels
• Excellent customer services skills
• Proficient in SDLC and ITIL (V3 Preferably)
• Able to work with challenging demands in a fast paced environment
• Minimum 5 years in an IS support role
• Experience with a variety of enterprise level business applications and functions
• Experience in Troubleshooting and Root Cause Analysis
• Strong data analysis capabilities
• Minimum 5 Years of Customer Service
• Minimum 5 years support of database (Oracle/SQL) applications
• Experience with PL/SQL Developer
• Can create complex SQL Queries
• Experience with Windows Batch Scripting
• Strong experience in application level monitoring including interfaces
• Microsoft Office (Word, Excel, Access, PowerPoint, Visio)
• Incident/Problem/Change/Release management process and supporting tools (ie ServiceNow, Remedy, Jira etc.)
• Strong Root cause analysis, troubleshooting and solutioning
• Strong communication skills - both written and verbal
• Effective analysis and facilitation for problem solving
• Team player, self-motivated, positive attitude Nice to Have
• Experience with applications in areas such as Field Data Capture and or PAS would be an asset
• Experience with PowerBuilder would be an significant asset
• ITIL Foundations
• Experience in application development methodologies and integration techniques
• Experience with Powerbuilder
• Experience in IS in Oil and Gas
• Experience in Upstream and production volumetrics
• Experience in Downstream/Midstream and or Corporate Applications

If you meet the required Qualifications and are interested in this position, please forward your updated Resume with the Subject line WW1777 - Solution Support Analyst

This client will only consider candidates who are authorized to work in Canada for this opportunity.