Application Support Analyst - EAM

Accountabilities:

• • Serve as the primary technical support liaison for customers, providing responsive and professional assistance with application functionality, usage, and technical issues.
  • Investigate, reproduce, test, troubleshoot, and resolve complex issues involving databases, system configurations, application functionality, and business enhancements.
  • Manage support cases from intake through resolution, prioritizing competing requests according to service metrics and keeping customers informed about progress and expected resolution timelines.
  • Collaborate with development and internal technical teams when issues require escalation, ensuring effective communication and timely resolution.
  • Install and support application upgrades, updates, patches, and releases, including occasional after-hours implementation work.
  • Conduct follow-up testing and troubleshooting to validate fixes and ensure stable application performance.
  • Create and maintain bug reports, FAQs, knowledge-base articles, training materials, instructional webinars, and videos to improve customer self-service and internal knowledge sharing.
  • Provide after-hours on-call support as part of the team’s annual rotation.
  • Maintain a professional, service-oriented customer experience while identifying opportunities to improve support processes and technical operations.
  • Participate in ongoing training and professional development initiatives to strengthen technical expertise and application knowledge.

  Requirements:

  • Bachelor’s degree or diploma in Information Technology, Computer Science, or a related discipline, or equivalent professional experience.
  • 1–2 years of experience in customer-facing technical application support, with enterprise-level technical support experience considered an asset.
  • Strong analytical, diagnostic, and troubleshooting abilities, with the capacity to investigate complex technical problems methodically and determine appropriate solutions.
  • Experience working with Windows Server environments and/or VMware, ideally with 2+ years of relevant experience.
  • Knowledge of databases such as MS SQL or Oracle, including the ability to write basic SQL queries.
  • Familiarity with Crystal Reports or comparable ad hoc reporting tools is an advantage.
  • Understanding of network infrastructure concepts such as DMZ, WAN/LAN, and ODBC is considered an asset.
  • Previous experience in the public transit industry and familiarity with enterprise asset management software are advantageous.
  • Excellent written and verbal communication skills, with the ability to explain technical information clearly to both technical and non-technical audiences.
  • Highly organized, self-directed, results-oriented, and collaborative, with the ability to manage multiple priorities and work independently.
  • Comfortable handling high-pressure situations with urgency, while maintaining accuracy, professionalism, and a strong customer-service mindset.
  • Willingness to occasionally travel for customer meetings or onsite support and participate in an after-hours on-call rotation.

  Benefits:

  • Competitive salary: CAD $70,000–$80,000 annually.
  • Remote work: Fully remote position available across Canada.
  • Professional development: Ongoing training and opportunities to expand technical knowledge and responsibilities.
  • Career growth: Opportunities to collaborate across teams, develop new skills, and progress within the organization.
  • Meaningful work: Support technology that helps public transit organizations operate more effectively and serve their communities.
  • Flexible technical exposure: Experience across enterprise applications, databases, infrastructure, reporting, upgrades, and customer support.
  • Team environment: Collaborative culture with opportunities to contribute ideas and work closely with technical and customer-facing teams.
  • Work schedule: Regular Monday–Friday coverage from 8:00 a.m. to 5:00 p.m. Central Time, with participation in an on-call rotation.