Analyst, Application Support

Role overview

Responsibilities

• Manage incidents and service requests from intake through resolution, including clarification, prioritization, troubleshooting, tracking, and documentation.
• Investigate high-priority issues and provide recommendations; collaborate with service, data, software, operations, DBA, developer, and other technical teams on resolutions and bug fixes.
• Keep customers informed, document interactions and resolutions, and monitor service levels and escalation processes.
• Participate in user previews; review releases and help customers with application functionality, requests, and inquiries.
• Support planning for modules, customizations, integrations, and enhancements; test changes before deployment and train staff where applicable.
• Identify support improvements; undertake data analysis, data cleanup, and financial incident analysis projects; assist with onboarding and training teammates.
• Protect personal information and follow applicable policies and procedures.

Education and experience

• Bachelor’s degree or diploma in a health-related field, Computer Science, or related discipline, or equivalent experience.
• Previous Service Desk experience; experience managing customer tickets, incident triage, and resolution.
• Experience with ERP functional support and systems administration; Quadrant Workforce and/or Great Plains/Quadrant Financials experience is preferred.
• Experience with HR and payroll principles; knowledge of Remedy or other ticketing software; understanding of SDLC.
• Three to five years of healthcare support experience is preferred; healthcare experience is an asset.
• ITIL V3 Foundation and/or Practitioner certification is an asset.

Knowledge and skills

• Strong analytical, diagnostic, problem-solving, customer service, interpersonal, verbal, and written communication skills.
• Strong organization and multitasking skills; able to learn applications and business processes and work independently and collaboratively.
• Proficient in MS Office, including O365; understands QA/testing protocols and can create and manage test cases.
• High-level understanding of database concepts is preferred.

Location and work model

• The role follows an in-office work model at a designated, approved Ontario Health location.
• Applicants must be residents of Ontario.

Benefits

• Benefits may include health coverage, wellness spending accounts, a defined benefit pension, vacation and personal days, learning and career development, and inclusion communities.

Application information

• External application deadline: November 10, 2026.