Application Support Analyst

Our mission is to provide a secure, valuable, and sustainable workplace retirement solutions for Canadians.
At CAAT, we live our values of integrity, impact, and teamwork every day.The Application Support Analyst is integral to the success of the Technology & IT Service Management team, and to CAAT's guiding mission and growth strategy.
The Application Support Analyst supports IT processes for all users at CAAT Pension Plan, collaborating with CAAT staff, contract staff, and vendors to ensure internal and external end users across all lines of business receive an exceptional service experience.In this role, you will support applications, the end-user community, and internal IT teams by diagnosing and resolving issues collaboratively, adhering to Service Level Targets, and following established policies for Incident, Change, and Problem management.A successful candidate will demonstrate expertise in using monitoring tools, troubleshooting deeply, and clearly communicating outcomes.
They will bring curiosity, a willingness to learn, and the ability to simplify technical conversations while continually seeking innovative ways to enhance application support.We are looking for someone with:
A Bachelor's Degree in Computer Science, Computer Engineering, or equivalent training or experience.2-3 years of experience working with ServiceNow or comparable IT Service Management toolsets.3-5 years of experience working with monitoring tools such as Nagios, Splunk and New Relic.2+ years of experience with cloud technologies, including data collection, data storage, analytics, and application development, with a preference for Azure cloud platforms.Experience supporting application databases.Experience supporting Linux-based systems.Experience investigating issues with application interfacing (APIs).Experience with scripting languages such as PowerShell or Python.Knowledge and experience working in an Agile/DevOps environment.Exposure to data visualization techniques and data analytics tools like Splunk or Power BI.Experience supporting Salesforce.Experience supporting SAP.A firm understanding of ITIL and ITSM principles and best practices.Experience supporting cloud applications.Strong experience with device management tools such as Intune.Understanding of cybersecurity best practices.The successful candidate will demonstrate:
Excellent verbal and written communication skills to ensure issues and resolutions are clearly understood and effectively translated across technical and non-technical teams.The ability to take a business-centric and holistic approach to delivering support.A commitment to working in a production environment requiring 24x7 support and being part of an on-call rotation.Success in creative problem-solving, finding viable alternative solutions, and documenting those solutions effectively.Collaboration with internal stakeholders to clarify requirements and communicate solutions.A proactive and detail-oriented mindset, especially when analyzing risks, vulnerabilities, and security issues.A willingness to document issue resolutions thoroughly in accordance with Knowledge Management policies.Once here you will:
Provide 2nd and 3rd level of technical, functional & system support of core applications at CAAT, ensuring incidents are addressed, updated, and closed in alignment with Incident and Problem Management processes.Proactively monitor and maintain the performance of business-critical applications and platforms, identifying and resolving technical issues, including code-level analysis.Apply creative problem-solving techniques to find viable alternative solutions and document resolutions effectively.Analyze applications for risks, vulnerabilities, and security issues, ensuring ongoing protection and integrity.Support Problem Management by identifying the root causes of major issues and contributing to the resolution process.Commit to knowledge-centered support principles, ensuring proper documentation of issue resolutions in accordance with Knowledge Management policies.Provide technical expertise and collaborate with the end-user community to clarify requirements and communicate solutions.Participate in validation activities related to patching, maintenance, and deployments, ensuring the operability and supportability of infrastructure, applications, and business processes.Step into CAAT - where your work is both rewarding and meaningful, growth is a constant, fun is the way we roll, and your impact is real! If you meet most of the criteria above, we would love to connect with you.
Our commitment to you as a CAATster:
We're about growing together and creating impact in a collaborative and caring environment!Comprehensive & Holistic Care:
Your dedication deserves appreciation! At CAAT, we celebrate the complete you, prioritizing your well-being above all.
Our all-encompassing employee programs are designed to cater to every aspect of your life and well-being, ensuring you feel cherished and valued.
We provide a competitive Total Rewards program based around your physical, mental, and financial wellness.
This includes, but is not limited to, your compensation, paid time off, health and dental benefits, wellness programs, wellness incentives, and (of course) a defined benefit pension plan.
Growth Opportunities:
Embrace a vibrant, ever-evolving environment at CAAT, where growth is not just a goal, but our way of life! We're expanding and transforming constantly, which means endless opportunities for you to adapt, innovate, and learn.
As we grow, so do you.
Let's make a difference together!A Culture of Collaboration and Fun:
We're a team that works, grows, and celebrates together.
At CAAT, you belong to a collaborative, inclusive and lively environment that sparks creativity and fosters open communication.Making a Difference, Together:
We're on a mission to secure a better future for Canadians.
Your meaningful contributions go beyond the workplace, touching lives and making a significant societal impact.
Work that truly counts!But don't just take our word for it! We've consistently been recognized as one of Canada's Most Admired Corporate Cultures, as one of Greater Toronto's Top Employers, and one of the Best Places to Work.
Learn more about us by visiting caatpension.ca/careersDiversity, Equity, Inclusion, and Belonging:
Diversity, Equity, Inclusion, and Belonging (DEIB) at CAAT means we respect and value the broadest range of experiences, geographies, gender, ethnicities, backgrounds, and perspectives as key elements of our culture.
Our vision is to provide an environment where employees can bring their best, professional, authentic, selves to work.CAAT Pension Plan is an equal opportunity employer, and we will accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code.
Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested.
Should any applicant require accommodation through the application processes, please contact us at *** or call Human Resources at ***for assistance.