Cloud Application Support Analyst

Job Responsibility:

Purpose

Reporting to the Senior Manager, IT Operations, the Cloud Applications Support Analyst is responsible for providing technical support to various internal clients experiencing technical problems and issues involving business applications, and workplace productivity tools hosted in approved public and private cloud environments, as well as desktops, laptops, and network services as required.

This includes providing second line support, problem tracking, diagnosis, resolution, escalation, and system / application support documentation development.

This role will apply proven communication, analytical, and problem-solving skills to ensure client satisfaction with both operational and project related issues.

Key Areas of Accountability

• Responsible for the overall health and support of Cloud based ‘operational' applications used by the various lines of business- including but not limited to sales, marketing, finance services, operations/maintenance services, and P&C services.

• Supporting enterprise applications such as, but not limited to: SharePoint, GuideTi, PayPal/Braintree, Five9 Contact Centre ecosystem, Coupa, Salesforce, Oracle Netsuite, Marketing automation, eCommerce and payment systems, Sales focused booking platforms.

• Manage customer ticket lifecycle in an IT Service Management platform, ensure appropriate categorization and documentation of ticket activities, and timely communication with the customers.

• Actively support application configuration, permissions/rights management, and data management to ensure alignment with Rocky Mountaineer's governance and compliance objectives.

• Ensure effective and timely application administration and maintenance, while proactively conducting preventative maintenance tasks for various systems, installing application patches, and planning and deploying upgrades with secondary support from Quality Assurance (QA) function.

• Deliver best-in-class service and support. Proactively monitor as well as respond to systems, applications, and other client problems by investigating and taking corrective actions. Provide hands-on, interactive end user support through multiple mediums. Look to proactively reduce support incidents through services such as training. Liaise and escalate with internal and external (Vendor) support systems as needed.

• Work with the IT Service Desk to identify and document support activities that can be transitioned to tier 1.

• Document support and maintenance procedures and other technical documents and keep them up to date.

• Prepare content for and attend Change Advisory Board (CAB), Incident Management and team meetings, as required.

• Escalate issues to third-party vendors involved in supporting corporate applications.

Qualifications

Education / Certifications / Knowledge

• Post-Secondary Diploma/Degree in Computer Science, Information Systems or related field required.

• Advanced Admin or other certifications an asset.

• Professional certifications such as the Help Desk Institute Customer Support Specialist (CSS), Help Desk Analyst (HDA), A+ certificate, etc. required.

• Salesforce certification is an asset.

Experience

• 3+ Years of technical experience; ideally inclusive of some of the following:

o Travel/Transportation/Logistics industry experience.

o Experience with HRIS and/or accounting solutions.

o Custom Developed Applications.

o Website / B2C Web Application experience.

o Travel and Hospitality Industry Applications (e.g., airlines, cruise ship, rail travel).

o Salesforce platform experience.

• Experience automating manual processes in systems or applications using iPaaS or tools like Power Automate an asset

• Direct experience working in an application team leveraging SaaS, PaaS, and IaaS.

• Experience managing multiple vendor/system integrations an asset.

• Demonstrated experience administering application and cloud platform permissions, including documentation of process and procedure to manage the lifecycle of access rights.

• Knowledge of HTML5 and JavaScript frameworks. Familiarization with Software Development Life Cycle processes.

• Advanced knowledge of Active Directory and related user management tasks.

• Advanced knowledge of desktop / laptop hardware and application software specifically, Windows, MS Office Suite, SharePoint, MS Teams, print services; system application, systems management, data communication including networking in LAN/WAN environment and remote access solutions.

Skills

• Customer-focused. Must demonstrate an exceptional ability to collaboratively engage diverse groups of stakeholders, building trust and confidence amongst both internal and external stakeholders.

• Superior problem solving and analytical skills when addressing both technical issues and business processes.

• Continuous learner who will take initiative to stay abreast of solutions and technology advancements.

• Exceptional time management - able to manage multiple conflicting priorities, work independently and meet deadlines in a complex and changing environment.

• Strong communication skills, both written and oral, with ability to communicate clearly and concisely.

• Ability to prepare and deliver comprehensive, clear, and professional documentation.

• Understanding of Incident and Change Management and ability to follow Rocky Mountaineer's process, procedure standards and methodologies.

Work Environment

• Hybrid with minimum 3 days in office based in Vancouver.

Compensation

• The base salary offered for this role is $68,000 to $80,000 per annum and can vary based on job-related expertise, qualifications, experience and internal equity.
• Eligible for Rocky Mountaineer's discretionary bonus program

Eligible Benefits

Rocky Mountaineer supports our team members' health and wellness by providing a comprehensive medical plan with 100% employer paid premiums, some of which includes:

• Medical, Dental, Vision, Life Insurance
• Short term disability, long term disability benefits
• Travel emergency assistance
• Vacation time and sick time
• Up to 5% RRSP and/or TSFA match
• Two complimentary annual train tickets after first year of employment

Rocky Mountaineer is an equal opportunity employer, driven by our values of creating meaningful moments, being one team, and achieving extraordinary outcomes. Our strong company culture supports our vision of a diverse, open, safe, and respectful workplace. We celebrate diversity and are committed to creating an inclusive environment for all team members. If you require any accommodation during the application process or throughout your employment, please let us know. We will work with you to ensure your needs are met and to create a supportive environment.

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