Application Support Analyst

Application Support Analyst, Burnaby, British Columbia

When you join our team as a Application Support Analyst, your responsibilities will range
from user security and troubleshooting business issues, to participating in
technology projects within IT. The successful candidate will have strong
communication and documentation skills, a curiosity about the lumber industry
and related applications, and a proactive nature that will assist the team in
its growth. The successful candidate will also multitask between day-to-day
tasks while taking initiative on larger issues or projects. This role supports the daily
business needs of our users and works in conjunction with our Service Desk,
Infrastructure, System integrators, Business Analysts and System Administrators
from the business.

What You’ll Do

• 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.

What You Offer

• 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 (e.g., 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.

Who We Are
Interfor 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 www.interfor.com 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:

• Extended Health & Dental
  • Short Term Disability Insurance
  • Long Term Disability Insurance
  • Life and AD&D Insurance
  • Additional (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

We want you to grow your career with Interfor. With our industry leading training programs and track record of promoting from within, you’ll have plenty of opportunities to ‘Start Here. Go Far.’ Check out our Employee Development Programs to learn more at www.interfor.com/careers.