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427 EN - Business Application Support Analyst

Export Development Canada
Ottawa, CAN
Full Time
Senior
Hybrid
1 weeks ago
ITILIncident ManagementProblem ManagementRoot Cause AnalysisAgileJIRA
Free

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About EDC

  • At Export Development Canada (EDC), we empower Canadian businesses to succeed globally.
  • As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.

Team Overview

  • The Digital & Technology Solutions (DTS) group under the leadership of the Chief Information Officer was established in 2023 with the mission of empowering our customers and colleagues to take on the world, by seamlessly delivering secure and reliable digital experiences.

What you will be doing

  • Champion ITIL processes.
  • Apply digital principles.
  • Quickly learn new technologies.
  • Quickly understand business needs and translate them into agile stories.
  • Deconstruct complex technical solutions and explain them to a non technical audience in simple and clear terms.
  • Present complex or conflicting situations/issues to stakeholders.
  • Identify changes in business terms, because of the introduction of new digital capabilities.
  • Solve problems leveraging critical thinking concepts and data.
  • Utilize broad knowledge of business processes, applications, products, business strategy, and internal and external customer needs.
  • Recognize pro actively where solutions impact related applications, business processes, or data/information integrity.
  • Participate in informative presentations and facilitate sessions to review requirements and identify gaps.
  • Deliver clear, complete, and usable documentation.

Relationship & Change Management

  • Work collaboratively with the squad towards a common goal.
  • Build, sustain, and leverage positive relationships with individuals within and outside their areas of immediate responsibility.
  • Share industry best practices and tools to create a positive climate and stimulus to encourage long term learning and development.
  • Anticipate, prepare, and respond effectively to change, creating an open, receptive work environment.
  • 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 of requirements/user stories are up to date, prioritized, refined, and ready for implementation in a sprint.
  • Coordinate and communicate any changing impact to problems raised and escalated to squads.
  • Apply agile mindsets when identifying and resolving any issues created by changing requirements.

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 within a complex technology environment.
  • Strong experience in applying and coaching ITIL processes.
  • Strong experience in supporting unique business applications and changing business priorities.
  • Experience with translating user needs / future state design into a wide range of digital outputs, including but not limited to user stories, acceptance criteria, story maps, user guides, technical support books, quick reference end user guides, business process maps, and fit gaps.
  • Excellent oral and written communication skills. Ability to communicate with both business and technical audiences. Strong listening skills.
  • Ability to identify and simply articulate, in business terms, changes resulting from the introduction of 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 in existing processes.

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 Certified Business Analysis Professional™ (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).

Why Join EDC?

  • Comprehensive Benefits: EDC offers a competitive compensation & benefits package, work life balance, & the opportunity to help make Canada and the world better through trade.
  • Work Life Balance: EDC offers a competitive compensation package & work life balance. We have hybrid work options, 3 to 4 weeks paid vacation, a corporate closure period, summer early Friday’s & no meeting Fridays.
  • Professional Development: Take advantage of our continuous learning opportunities, including training programs, workshops and language training.
  • Inclusive Culture: Be part of a diverse and inclusive workplace that champions employment equity & values diversity of ideas, strengths, & backgrounds to succeed.
  • Wellness Programs: Access to wellness initiatives, mental health support, and fitness programs to keep you healthy and happy.
  • Community Engagement: Participate in volunteer opportunities and give back to the community through our various social responsibility programs.

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