Hybrid Senior Application Support Analyst – Analyste senior en support applicatif

at Jesta I.S.

• Job title: Senior Application Support Analyst – Analyste senior en support applicatif
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: ERP, SQL
• Location requirements: Hybrid, Montreal, Canada

About the role

• Senior Application Support Analyst in Jesta I.S. Customer Support team resolving complex ERP issues. Mentoring junior analysts and leading client-facing support activities in a hybrid role.

Responsibilities

• Resolve complex Level 2 support tickets including workflow errors, integration issues, and data discrepancies.
• Provide independent support across two or more ERP modules (e.g., Finance, Inventory).
• Maintain a list with at least 12 documented items and workarounds to expedite recurring issue resolution.
• Contribute extensively to the internal knowledge base (Confluence) and create clear documentation for recurring issues and fixes.
• Lead client meetings to review open issues, present status updates, and propose solutions.
• Escalate and coordinate with Development, Product, QA, and 3rd-tier teams when required; provide clear reproduction steps and impact details.
• Mentor Level I analysts—share knowledge, review escalations, and support skill development.
• Participate in testing and validation as required; support QA and product teams by logging recurring issues and contributing to improvements.
• Identify ticket trends and recommend operational improvements to reduce repeat incidents and improve SLAs.
• Keep accurate records of troubleshooting steps, resolutions, and customer communications in the ticketing system.
• Provide support within the team’s hours, and participate in after-hours coverage as needed.

Requirements

• College diploma or university degree in Information Systems, Business, Computer Science, or a related field.
• Prior experience in ERP application support is highly valued.
• Demonstrated experience investigating, analyzing, and documenting application issues.
• Comfortable working with medium-to-large scale retail/wholesale projects and client environments.
• Strong functional knowledge of ERP modules (Finance, Inventory, or similar).
• Familiarity with integrations, workflows, and data discrepancy troubleshooting.
• Tools & technologies proficiency: RingCentral, 8x8, Zendesk, Jira Service Management, Confluence, Outlook, Microsoft Teams, internal ERP admin tools, and SQL basics (advantageous).

Benefits

• Health coverage (medical, dental, disability, and life insurance)
• Wellness program (gym membership reimbursement)
• Professional growth (training platforms, career development fee subsidy, etc.)
• Company events
• Referral program
• Flexible schedule