Application Support Analyst

Job description

Speridian is a global business and technology solutions provider specializing in digital transformation. With a strong track record in solving business challenges, we take an industry-focused, consultative approach to delivering innovative solutions. We collaborate with leading software vendors such as Oracle, Microsoft, and Salesforce to serve diverse sectors, including Healthcare, Financial Services, Manufacturing, and the Public Sector. Our culture is built on core values that empower our team with autonomy and integrity. The Speridian Credo is founded on Dedication, Trust, Commitment, Partnership, Excellence, and Innovation.

Role Overview:

We are looking for an Application Support Analyst with strong communication skills, a proactive mindset, and experience supporting applications in public sector environments. The ideal candidate will have a solid understanding of IT Service Management (ITSM) principles and experience assisting end users, triaging application-related issues, and coordinating with technical teams. This role focuses on ensuring the stability and usability of a low-code case management solution, so a working knowledge of enterprise applications and web platforms is essential.

Key Responsibilities:

• Provide Level 1 and Level 2 support for enterprise applications, including incident resolution and service request fulfillment.
• Act as the first point of contact for application support issues related to the case management and low-code platform.
• Log, categorize, and prioritize incoming support requests and incidents using ITSM tools.
• Perform initial analysis and basic troubleshooting on application components such as forms, workflows, permissions, and integrations.
• Resolve or escalate application issues in line with Service Level Agreements (SLAs).
• Ensure ITSM processes are followed consistently, including accurate ticket classification, tracking, and resolution.
• Escalate unresolved or complex issues to application or infrastructure teams as appropriate.
• Communicate clearly with end users and stakeholders, providing timely updates and maintaining a high level of customer service.
• Assist users in navigating and using the application effectively; provide support for usability or access concerns.
• Monitor system performance and user queries to maintain service availability and compliance.
• Support activities such as application walkthroughs, UAT, or user training sessions.
• Collaborate with public sector clients while upholding privacy, compliance, and transparency standards.

Required Skills & Experience:

• 2–3 years of experience in an application support analyst or business analyst role.
• Strong grasp of ITSM practices and hands-on experience with tools such as ServiceNow, Jira Service Management, or Azure DevOps.
• Hands-on experience with web-based, SaaS, or low-code platforms.
• ITIL Foundation certification is required; further certifications are considered an asset.
• Demonstrated experience managing incidents, service requests, and performing root cause analysis.
• Familiarity with low-code platforms and application support within public sector settings.
• Excellent communication skills for engaging with technical and non-technical stakeholders.

Preferred Qualifications:

• Strong understanding of ITSM frameworks and SLA-driven environments.
• Experience in supporting enterprise case management or low-code platforms.
• Exposure to Agile or DevOps environments from a support perspective.
• Understanding of escalation protocols and end-to-end incident management lifecycle.

What We Offer:

• Opportunity to support impactful public sector applications.
• Exposure to modern low-code platforms and cloud-based service tools.
• A collaborative team committed to knowledge sharing and continuous improvement.
• Growth opportunities within ITSM, application support, and technology delivery domain

If you are passionate about using to drive business efficiency and are looking to work in a dynamic, fast-paced environment, we encourage you to apply.

Work Location: Hybrid remote in TORONTO, ON

Job Types: Full-time, Permanent

Benefits:

• Casual dress
• Dental care
• Extended health care
• Flexible schedule
• Life insurance
• Paid time off
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Toronto, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Are you available for In-Person Interview?
• How many years of experience do you have working as Level 1 Support Analyst in Canada?

Experience:

• ServiceNow, Jira Service Management, or Azure DevOps (ADO).  : 3 years (required)
• SDLC: 3 years (required)

Licence/Certification:

• ITIL Foundation certification (required)

Location:

• Toronto, ON (required)

Work Location: Hybrid remote in Toronto, ON

Application deadline: 2025-06-11