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Application Support Analyst
Tech Manitoba
- Winnipeg, Manitoba, Canada
- Winnipeg, Manitoba, Canada
À propos
Information Technology
Johnston Group provides employee benefit solutions to over 30,000 companies, ranging from one employee to thousands across various product lines, including Chambers of Commerce Group Insurance Plan, Canada's #1 employee benefits plan for small businesses. JG is a platinum member of Canada's Best Managed Companies and was named one of Manitoba's Top Employers. We support a positive work atmosphere where we value the diversity in the people we serve and are looking for talent who will contribute to our diverse and inclusive workplace; where individual differences are recognized, appreciated, and respected. JG believes in giving back and contributes significantly to local health, arts, sports, and other community organizations.
Reporting to the Manager of Application Development & Support, the Application Support Analyst is responsible for investigating application-related requests, analyzing requirements, resolving issues, and implementing effective solutions that support core business operations. This role blends technical application support with analytical expertise to assess incoming requests, determine appropriate resolution paths, and ensure stakeholders are kept informed throughout the process.
The successful candidate will collaborate closely with Business partners, Business Analysts, Developers, Team Leads, Managers, and Database Administrators to ensure requests are clearly understood, appropriately prioritized, and resolved in a timely and effective manner. In addition to hands-on application support, this role is responsible for maintaining accurate documentation, following established standards and practices, and contributing to consistent, high-quality support outcomes across the organization.
This position requires strong problem-solving and communication skills, attention to detail, and the ability to work independently or collaboratively based on workload and priorities. It also supports continuous improvement by maintaining knowledge resources and applying structured, repeatable processes to application support activities.
Hybrid working model based out of our Winnipeg, MB office, with three days in-office per week.
Key Responsibilities
Assess incoming support requests to identify their nature, scope, and urgency, determining whether to retain ownership or escalate to the appropriate teams.
Collaborate with Business Analysts, Developers, Team Leads, Managers, and Database Administrators to ensure requests are properly assessed, prioritized, and resolved, while maintaining professional and effective communication.
Investigate applications and existing systems using appropriate tools to analyze issues, identify root causes, and implement effective solutions.
Prepare detailed tickets or work items with clear descriptions, relevant context, and comprehensive testing instructions.
Perform testing, implementation, and user training as required to support successful delivery.
Provide ongoing application support and research existing systems to support issue resolution.
Ensure documentation within the company Knowledge Base is accurate, consistent, and kept up to date.
Follow established standards, procedures, and best practices to achieve consistent and reliable support outcomes.
Support application deployments or urgent issues outside regular working hours, as required by operational needs.
Qualifications
Minimum of 2 years of experience in IT support or a customer support environment.
Demonstrated ability to manage multiple support requests and priorities effectively in a fast-paced environment.
Strong analytical and problem-solving skills, with the ability to make independent and effective decisions.
Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and collaborate effectively with technical and non-technical stakeholders.
Self-motivated and detail-oriented, with the ability to work independently or as part of a team.
Proficiency in SQL for data investigation and troubleshooting.
Familiarity with tools such as Confluence, JIRA, and Microsoft 365 is considered an asset.
Exposure to Agile, Lean, or process improvement methodologies is considered an asset.
The successful candidate must be legally eligible to work in Canada. We thank all applicants for their interest. Please note that only those selected for an interview will be contacted.
JG welcomes the opportunity to provide accommodation throughout the selection process. Please contact us to discuss your requirements by email at or by phone at
Johnston Group Inc.
1051 King Edward St. Winnipeg MB R3H0R4
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Compétences linguistiques
- English
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