- Work within a team to provide the highest level of service to Interfor's systems users.
- Provide primary support at a Level I and Level II on numerous applications.
- Support all of Interfor's applications, including user security and troubleshooting user issues.
- Assist other Application Support team members where required.
- Effectively use ServiceNow to document solutions on reported issues.
- Answer user questions, solve user problems and suggest improved systems offerings to improve the user experience.
- Continue education and knowledge-gathering to keep skills current and improve quality of service offering.
- Proactively create documentation and improve processes.
- Obtain knowledge of and develop documentation on end user standard operating procedures as well as support and business system workflows for multiple systems utilized by Interfor.
- Maintain user security, access rights and user interface configurations.
- Play active role in large IT projects.
- Participate in after-hours support as required.
- 3 – 5 years of experience in a customer service support or application support role in IT.
- Degree or certification in Information Technology, Business Administration or a related field.
- Experience with incident management systems (, ServiceNow).
- Experience with ServiceNow Administration is considered an asset.
- ITIL Foundation certificate is considered an asset.
- Strong time-management skills with the ability to update and complete requests/incidents effectively.Willingness to handle repetitive tasks as well as drive and own challenging incidents.
- Ability to provide a positive, helpful and proactive approach to Application Support services in order to grow and take on more Tier II issues and new applications.
- Excellent interpersonal and communication skills with ability to work collaboratively in a highly interactive team environment.
- Ability to communicate business concepts effectively to vendors as well as communicate technical concepts and information effectively to non-technical staff.
- Desire to be involved with and proactively engage with other IT projects.
- Strong work ethic, efficient and productivity oriented.
- Strong analytical and problem-solving skills.
- Strong customer service focus with the ability to empathize and understand user experience.
- Interest in the forestry industry and related technologies.
- Extended Health & DentalShort Term Disability InsuranceLong Term Disability InsuranceLife and AD&D InsuranceAdditional (Employee Paid) Life Insurance
- RRSP Matching Plan
- Participation in our Employee Share Purchase Plan (ESPP)
- Participation in our Short-Term Incentive Plan (STIP)
- Paid Vacation
- Employee Assistance Program
Application Support Analyst - Burnaby, Canada - Interfor
Description
Application Support Analyst, Metrotown, British Columbia
When you join our team as a Application Support Analyst, your responsibilities will rangefrom user security and troubleshooting business issues, to participating intechnology projects within IT. The successful candidate will have strongcommunication and documentation skills, a curiosity about the lumber industryand related applications, and a proactive nature that will assist the team inits growth. The successful candidate will also multitask between day-to-daytasks while taking initiative on larger issues or projects. This role supports the dailybusiness needs of our users and works in conjunction with our Service Desk,Infrastructure, System integrators, Business Analysts and System Administratorsfrom the business.
What You'll Do
What You Offer
Who We AreInterfor is a growth-oriented forest products company, operating in all major forest products markets across North America. We offer one of the most diverse lines of wood products to customers around the globe, produced in safety-focused, world-class facilities. We strengthen and contribute to the local economies, build value for our employees and customers, and operate with world-leading sustainable forest management practices. We are proud to produce sustainable building materials that contribute to a healthy and sustainable future. Check out to learn more about our approach to sustainability.
Interfor is one of the largest forest products companies in the world and we're growing in exciting directions. Come be a part of our success #StartHereGoFar
What We Offer
Interfor has posted the following expected salary range that the company believes in good faith could be offered to successful candidates. The salary offered is benchmarked to current market conditions and will also be based on numerous factors which can include work experience, skills, credentials, education, and other relevant factors. In addition to a competitive salary, you will receive a competitive benefits package and be able to participate in our Short-Term Incentive Bonus plan, with the payout amount subject to individual and corporate performance. If you have any questions regarding our salary range or our total compensation package, our recruitment team will be happy to advise you on what you can expect from us.
Expected range: $76,000 – $86,000
Interfor builds value for our employees by providing a career where they can contribute, grow, and prosper. You'll receive a competitive benefits package including: