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Walter Surface Technologies: Application Support Analyst

Walter Surface Technologies

This is a Full-time position in Montreal, QC posted February 26, 2021.

Reporting to:Team Leader ERPFor over 65 years, Walter Surface Technologies has been a world leader in surface treatment technologies providing high performance abrasives, tools, power tools, chemical solutions and welding process solutions specifically designed for the metalworking industry.

Our core philosophy is focused on helping customers work better and provide ” Only the best” the best technology, the best products, the best performance, the best safety and the best durability all designed to increase their productivity and profitability.Job SummaryWalter Surface Technology is growing rapidly and is launching a major program to transform its ERP environment.The Application Support Analyst plays a vital role in this corporate initiative by elevating the User Experience.The Application Support Analyst ensures excellent customer service through the application of customer support skills, business, and technical knowledge to triage, diagnose, troubleshoot, and escalate or resolve customer application issues.This individual provides exemplary service to clients by handling technical inquiries, proactively managing all application support issues, and maintaining the stability of Walter’s ERP platform and related systems.The Application Support Analysts is responsible for providing “Level 1 & 2” technical support for Walter’s internal applications.

Responsibilities Support local and remote users by troubleshooting and resolving problems with applications and systems.Responsible for monitoring and responding to open tickets submitted through an incident management system (ServiceDesk).Prioritize and handle service requests and incidents.Troubleshoot and escalate alerts that cannot be resolved to appropriate Level 3 support.Progress issues and provide relevant information for troubleshooting or for clarification.Handle late night and weekend emergency support, as required.Resolve system problems during non-business hours or backlogs by providing off-hours support, as neededEnsure the performance of daily health checks of the applications, scripts, and infrastructure by support teamPerforms a variety of tasks related to production support, including bug identification, program fixes and program documentation.Responsible for improving and documenting the technical processes around application support.Work collaboratively with IT Demand Management on change requests, managing issues and establishing priorities.Keeps up to date with developments and news in their field and shares knowledge with team members.

Skills and abilitiesPossesses hands-on experience working in an applications production support/application development environment.Possesses detailed knowledge of multiple systems, as well as an in-depth understanding of the functionality for these systems to troubleshoot and resolve application or infrastructure issuesBasic knowledge of SQL and HTML/CSS, and experience/working knowledge of ITIL compliant incident, problem and change service management.Ability to work effectively with cross-functional teamsPossesses excellent written and verbal communication skills for documentation and customer support duties, and must also be comfortable communicating complex concepts to others having diverse levels of seniority and technical competenceVery good analytical and problem solving skillsFluent in French and EnglishDemonstrated ability to provide customer support and deal with escalated customer issuesNaturally curious and creative individual with a drive to find solutions to problems, and a passion for innovationAbility to multi-task, effectively prioritize work, and adapt during pressured situations.KnowledgeMustExperience in the distribution industry, with knowledge of supply chain and warehouse operations.Prior experience with one or more ” ERP” systems and related applications in a distribution / supply chain environment.Experience with relationaldatabases.Experience with Java or other object-oriented programming language.Familiarity with the following tools: Jasper, XML, Web Services (SOAP).Experience with the EDI standard.Nice to have:Knowledege of Zoho ServiceDesk.Knowledge of Tecsys ERP software.Knowldegde of Oracle databases.Knowledge of IGUANA(LUA) software.Knowledge and experience in WEB development.Experience and educationCollege Diploma in Computer Sciencemanagement.At least 3 years of experience in providing application support to end users.Three (3) to five (5) years of experience in Java programming and Oracle databases.