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427 EN - Business Application Support Analyst

Export Development Canada | Exportation et développement Canada
Ottawa, CAN
Full Time
Mid
Hybrid
5 days ago
ITILIncident ManagementProblem ManagementApplication SupportRoot Cause AnalysisAgile
Free

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Position Overview

  • Business Application Support Analyst
  • Employment Type: Permanent
  • Location: Ottawa, Ontario (hybrid work environment)

General Responsibilities

  • Champion ITIL processes.
  • Apply digital principles.
  • Quickly learn new technologies.
  • Understand business needs and translate them into agile stories.
  • Deconstruct complex technical solutions and explain them to non technical audiences.
  • Present complex situations to stakeholders using influencing and negotiation skills.
  • Identify changes in business terms due to new digital capabilities.
  • Solve problems leveraging critical thinking and data.
  • Recognize proactively where solutions impact related applications or data integrity.
  • Participate in presentations and facilitate sessions to review requirements.
  • Deliver clear, complete, and usable documentation.
  • Provide business applications support through in depth analysis.

Relationship & Change Management

  • Work collaboratively with the squad towards a common goal.
  • Build, sustain, and leverage positive relationships with individuals within and outside areas of responsibility.
  • Share industry best practices and tools.
  • Anticipate, prepare, and respond effectively to change.
  • Build, sustain and leverage positive relationship with IT peer groups and the business.

Sprint Level Delivery

  • When required, work closely with Product Owner/Scrum Master to ensure backlog is up to date and prioritized.
  • Coordinate and communicate any changing impact to problems raised.
  • Apply agile mindsets when identifying and resolving issues.

What we are looking for

  • Bachelor of Computer Science, Engineering or Management Information Systems or related field.
  • Minimum 5 years of experience supporting enterprise business applications, including incident management, problem management, and application operations.
  • Strong experience in applying and coaching ITIL processes.
  • Strong experience in supporting unique business applications and changing business priorities.
  • Experience with translating user needs into digital outputs (user stories, acceptance criteria, story maps, user guides, etc.).
  • Excellent oral and written communication skills.
  • Ability to identify and simply articulate changes resulting from new technologies.
  • Ability to juggle multiple complex concurrent business requests.
  • Strong understanding of how technologies can enable business opportunities.
  • Broad knowledge and practical experience of industry standards, tools, and techniques.
  • Background in Information Technology (applications and Infrastructure).
  • Constantly looks for better ways of solving problems.

What will make you stand out

  • ITIL certification.
  • ITSM tool knowledge.
  • Root Cause Analysis Specialist certification.
  • Experience and/or Agile certification.
  • BA Certification such as CBAP.
  • Strong Customer Experience (CX) and User Experience (UX) background.
  • Knowledge of Microsoft Office 365.
  • Networking experience.
  • Digital delivery experience.
  • Experience delivering Mobile solutions.
  • Understanding of Full Microsoft Office Suite (Visio, PowerPoint, Excel).
  • TFS (Microsoft Team Foundation Server) / ADO (Azure Dev Ops).

Compensation Details

  • Service Analyst 17: Salaries typically range from CAD 84,698 to CAD 112,931 annually, plus performance based incentive.

Location and Work Arrangement

  • Export Development Canada operates in a hybrid work environment, with a current requirement of two in office days per week, increasing to three days per week in September 2026.
  • This role can be performed from EDC's headquarters in Ottawa.
  • Relocation assistance is available for candidates who meet the eligibility criteria.

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