The Real Estate Council of Ontario (RECO) is seeking an Application Support Analyst. We have one (1) permanent position available for an immediate start.
About RECO
RECO is a not-for-profit corporation responsible for administering the Trust in Real Estate Services Act, 2002 (TRESA) and associated regulations on behalf of the province of Ontario to protect the public interest through a fair, safe, and informed marketplace. A modern regulator with over 160 employees, RECO is a collegial and dynamic environment where quality work-life balance is valued along with strategic agility, curiosity and empathy in our action. RECO regulates approximately 100,000 registrants in the real estate sector.
Hybrid work environment
RECO has adopted a ‘hybrid’ environment, which will typically include a minimum attendance in the office of one day per week, with some teams requiring more frequent in-office attendance.
RECO’s commitment to diversity and inclusion: They aren’t just words to us!
RECO is committed to promoting an equitable, diverse, and inclusive environment that includes awareness, education, and engagement-building opportunities for all employees.
The role
The Application Support Analyst’s role is to deliver support to end users in the organization about how to use various types of software programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software for all internal customers, such as client services, registration, CCD, and other business units.
The Application Support Analyst is also responsible for assisting in the design, delivery, and improvement of in-house software applications training programs and related courseware.
This role is responsible for the liaison between the business, internal technical teams and 3rd party application vendors. In addition, they are required to provide basic technical expertise in application development and database administration.
Key responsibilities
- Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes.
- Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
- Conduct research into software application products and services in support of development and purchasing efforts.
- Provide support for the testing of new and existing software applications under development or consideration for purchase.
- Field incoming problem tickets from end users to resolve application and software issues within mission-critical systems.
- Triage work items from intake, ensuring the proper and required information has been logged with the work item and assigning the work items to appropriate staff.
- Apply diagnostic utilities to aid in troubleshooting.
- Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
- Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Communicate application problems and issues to key stakeholders, including management, development teams, end users, and department leaders.
- Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
- Maintain and enhance performance of all new and existing software and applications across the organization.
- Identify and learn appropriate software applications used and supported by the organization.
- Monitor systems performance and scheduled jobs, ensuring successful completion, and reporting on status of unsuccessful items.
- Coordinate with department heads to assess departmental application training needs and objectives.
- Participate in the design, development, and delivery of software applications training programs and individual classes.
- Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution.
Skills and experience required
- 5+ years of application support experience in a technical environment.
- 5+ years’ experience training end users, particularly on Microsoft products including Dynamics 365.
- 5+ years of experience working on Microsoft Dynamics CRM projects.
- 3+ years of experience in application development (java, vb, .net, php) and/or database administration (SQL, Oracle).
- MS certification (MCDBA SQL 2000, MCSD VB/C# & ASP.NET) is an asset.
- Post-secondary education in Computer Science and/or Business.
- An understanding of client-server computer model, including systems architecture, web concepts and database concepts.
- Excellent analytical and problem-solving skills; ability to apply this knowledge in the resolution of complex business problems.
- Excellent oral and written communications skills.
- Self-starter with personal initiative, able to follow direction, good organizational skills.
- Works well in a team environment; supportive, collaborative, cooperative, service oriented.
Posting Date: November 27, 2023
Closing Date: December 8, 2023
Salary grade: 6
Hiring range: $65,000 – $82,000
Qualified applicants are invited to submit a detailed outline of experience specifically addressing RECO’s needs in confidence to Human Resources at hr@reco.on.ca
RECO is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of persons with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility.
We thank all applicants in advance for their interest.
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