Application Support Lead
AutoCanada
- Edmonton, AB
- Permanent
- Full-time
- Dynamic Environment: Join a dynamic and innovative team where you will have the opportunity to work with cutting-edge technologies and solve challenging problems.
- Career Growth: We are committed to supporting our employees' professional development and offer opportunities for career growth and advancement within the company.
- Collaborative Culture: Work in a collaborative and supportive environment where your contributions are valued, and teamwork is encouraged.
- Application Support: Provide technical support for our applications, including troubleshooting issues, resolving user queries, and ensuring the timely resolution of tickets.
- Team Leadership: Lead and mentor a team of application support specialists, providing guidance, training, and support to help them excel in their roles.
- Incident Management: Manage and prioritize incidents, ensuring that critical issues are addressed promptly and effectively to minimize downtime and impact on business operations.
- Continuous Improvement: Identify areas for improvement in our application support processes and workflows and implement solutions to enhance efficiency and effectiveness.
- User Training: Develop and deliver user training sessions to promote the effective use of our applications and empower end-users to resolve common issues independently.
- Documentation: Maintain comprehensive documentation of application support processes, procedures, and best practices to facilitate knowledge sharing and ensure consistency.
- Facilitation Coordination: Ensuring all technical procedures (Installations, Configuration, run books) are documented, updated, and contribute to the maintenance of operational standards.
- Technical Skills: Strong technical proficiency in application support, including experience with troubleshooting, debugging, and resolving software issues.
- Leadership Abilities: Demonstrated leadership experience, with the ability to inspire and motivate a team to achieve their goals and deliver outstanding results.
- Customer Focus: A customer-centric mindset with a passion for delivering exceptional service and ensuring the satisfaction of end-users.
- Communication Skills: Excellent communication skills, both verbal and written, with the ability to effectively convey technical information to non-technical users.
- Problem-Solving Skills: Strong analytical and problem-solving abilities, with the capacity to quickly identify root causes and implement effective solutions.
- Collaborative Attitude: A collaborative and team-oriented approach, with the ability to work effectively with cross-functional teams to achieve common objectives.
- Adaptability: Flexibility and adaptability to thrive in a fast-paced and dynamic environment, where priorities may change rapidly.
- A related two-year diploma in related discipline from a recognized post-secondary institution and six (6) years related experience; or
- A related one-year certificate from a recognized post-secondary institution and seven (7) years related experience.
- Experience with IMT framework, system delivery lifecycle, and business process re-engineering
- Experience in a leadership role with proven success collaboratively working with multiple stakeholders.
- Ability to balance the needs of diverse groups and facilitate the delivery of technology.