Application and Customer Support Analyst

For more than 40 years Calian has been solving the worlds most complex problems by pairing the brightest minds with powerful technology. Calian solutions impact the world; from the satellites in space that connect us to the farms that feed us from the medical professionals who care for us to the governments schools and companies that make the world better every day. Position Overview
The Application Support Analyst is responsible for the configuration maintenance training and support of Software as a System (SaaS) and Microsoft 365 addition the Application Support Analyst will work closely with IS Business Systems Analysts and end users to ensure solution integrity within the tools including building and maintaining solutions. Responsibilities Provide end-user support of SaaS/Cloud-based solutions which includes but is not limited to electronic signatures automated workflows customer relationship management/sales/marketing support travel expense management communications/intranet and Microsoft 365 productivity tools Analyze resolve and communicate the root cause and corrective actions of reported issues to clients in non-technical terms Intake of requested application enhancements configuration and testing of applicable solution Test and deploy application updates and fixes before release to ensure quality Work closely with business users and the Business Systems Analyst team to identify and implement application improvements As a component of continuous improvement maintain awareness of upcoming tool releases and enhancements to be able to implement and communicate the changes within the Calian environment Prepare and maintain documentation of the supported enterprise applications to assist with support and training including but not limited to process flows procedures end-user manuals and training materials Understand Calian application data models to extract data develop analytics reporting and data visualizations in BI tools and platforms based on enterprise-level processes and business requirements Qualifications Computer related college diploma or equivalent preferred 3-5 years of hands-on experience supporting SaaS applications including issue resolution user enablement and workflow optimization within a business applications context 3-5 years of demonstrated experience with configuration back-end administration and platform management of SaaS systems Experience supporting Atlassian (JSM Jira and Confluence) applicat ions Knowledge of Hubspot DocuSign and Concur will be an asset Experience with Microsoft Power Automate is desired A clear sense of urgency to achieve results. A can-do lets make it happen attitude and a focus on a positive customer experience Ability to identify efficiencies and make suggestions for continuous growth and improvement with a commitment to excellence Initiative-oriented and able to work independently with all levels to help them achieve their business goals Ability to develop business acumen to be able to translate business needs into technology solutions Ability to conduct research regarding new or related tools and technologies based on business requirements Ability to understand new technologies and process changes and learn/adaptquickly Ability to present ideas in business-friendly and user-friendly language Flexibility and calmness in dealing with managing multiple priorities and projects simultaneously with a track record of creativity and innovation in problem solving Candidates located in Ottawa will work in a hybrid mode coming to the office three times a week. We are also open to candidates who are based remotely anywhere in Ontario. Additional Requirements
Identify straight forward issues and apply standard policy procedures and processes to resolve them

Job Title: Application Support Analyst
Requisition Number: 2049
Date: October 7 2025
Location 1: Ottawa ON
Location 2: Remote ON
Remote: Hybrid/Yes
Business Unit: Corporate
Department: Enterprise Applications
Job Type: Full-time

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