Service Support Analyst

  • Category
    Information Technology - Consulting
  • Contract Type
  • Location
    Kanata, Ontario

Roevin is currently hiring for a Service Support Analyst for Kanata location. The Service Support Analyst provides application support to the organization and a wide variety of application related services such as application lifecycle management. This role will assist with the day-to-day service requests from users and support other IS operational areas in managing and resolving incidents. They also bring broad service and applications knowledge, significant support experience, process analysis, understanding of business and technical requirements, some training experience and the ability to work closely with technical and business users.

Service Support Analyst Job Responsibilities

Provide application support and maintenance including daily checks, minor fixes or changes and minor application upgrades patches (as well as documentation management) for COTS and custom applications
Provide technical and functional guidance
Resolve moderate to complex problems
As part of systems testing and implementation, support service readiness and acceptance efforts
Support the Service / Help Desk in day-to-day end-user assistance and event management, including incident troubleshooting and resolution
Monitor performance of assigned applications, identifying bottlenecks, and working to remove them
Develop documents and revise system design procedures, test procedures, and quality standards, including working on development projects;
Support testing
Provide on-call support as required

Experience & Requirements:

Knowledge of computer software, including applications and programming
Knowledge of the practical application of computer programming
Knowledge of principles and processes for providing customer services (customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction)


Geographic Information Systems (GIS)
Knowledge in application maintenance
Experience assisting solution research and development for new and unknown issues
Can assess work prioritization to enhance customer satisfaction
Able to lead problem solving with clients for incidents escalated from the Innovapost Operations team

Education and Certifications:

Academic: Post-secondary degree in computer science, Engineering, or Technology or equivalent in education and experience
Certifications: ITIL foundations (Asset)
3-5+ years of experience in Information systems

If you are interested in the Service Support Analyst role in Kanata, ON, apply by clicking the “Apply now” button below. Or call Noori Pramodh on 905-896-8956 Extn 292


Accommodation will be provided in all parts of the hiring process as required under Roevin's Employment Accommodation policy. Applicants will need to make their needs known in advance to their Roevin representative.


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