Salary:
Company overview
Jesta I.S. is a leading supplier of ERP software for the apparel, footwear, and soft-goods industries. Our global client base includes many recognizable brands and continues to grow. We are seeking a Senior Application Support Analystto join our Customer Support team in Montreal.
Position Summary
The Senior Application Support Analystis an experienced member of the Customer Support team responsible for resolving complex L2 tickets, mentoring junior analysts, contributing to the knowledge base, and driving client-facing support activities. You will independently support two or more ERP modules, lead client meetings to review open issues and propose solutions, maintain an Empowerment/Issues list, and influence operational improvements that increase system stability and customer satisfaction.
Responsibilities
- Ticket Resolution (L2): Resolve complex Level 2 support tickets including workflow errors, integration issues, and data discrepancies.
- Module Support: Provide independent support across two or more ERP modules (e.g., Finance, Inventory).
- Empowerment / Issues List: Maintain a list with at least 12 documented items and workarounds to expedite recurring issue resolution.
- Knowledge Base & Documentation: Contribute extensively to the internal knowledge base (Confluence) and create clear documentation for recurring issues and fixes.
- Client Engagement: Lead client meetings to review open issues, present status updates, and propose solutions.
- Escalation & Collaboration: Escalate and coordinate with Development, Product, QA, and 3rd-tier teams when required; provide clear reproduction steps and impact details.
- Mentorship: Mentor Level I analystsshare knowledge, review escalations, and support skill development.
- Testing & Quality: Participate in testing and validation as required; support QA and product teams by logging recurring issues and contributing to improvements.
- Process Improvement: Identify ticket trends and recommend operational improvements to reduce repeat incidents and improve SLAs.
- Documentation of Workflows: Keep accurate records of troubleshooting steps, resolutions, and customer communications in the ticketing system.
- Shift & Support Coverage: Provide support within the teams hours, and participate in after-hours coverage as needed.
Qualifications
Education
- College diploma or university degree in Information Systems, Business, Computer Science, or a related field.
Experience
- 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.
Technical Knowledge & Tools
- Strong functional knowledge of ERP modules (Finance, Inventory, or similar).
- Familiarity with integrations, workflows, and data discrepancy troubleshooting.
- Tools & technologies you will use:
- Phone/VoIP: RingCentral, 8x8
- Ticketing: Zendesk, Jira Service Management
- Knowledge base/wiki: Confluence
- Communication: Outlook, Microsoft Teams
- Internal ERP admin tools and SQL basics (advantageous)
Skills & Abilities
- Strong customer service orientation and ability to de-escalate critical situations.
- Excellent verbal and written communication skills capable of leading client discussions.
- Analytical mindset with excellent troubleshooting and problem-solving skills.
- Ability to prioritize tasks and manage time effectively in a fast-paced support environment.
- Collaboration and leadership capabilitiesable to mentor junior staff and lead meetings.
- Initiative and accountability for high-quality service delivery.
- Continuous learning mindset and adaptability to system changes and client needs.
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
Additional Information
- This is a hybrid role, 2 days working in the office in Montreal, QC is required.
- We thank all applicants for their interest. However, only shortlisted candidates will be contacted.
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Prsentation de lentreprise
Jesta I.S. est un fournisseur de premier plan de logiciels ERP pour les industries de lhabillement, de la chaussure et des biens de consommation. Notre clientle mondiale comprend de nombreuses marques reconnues et ne cesse de crotre. Nous recherchons une Analyste support applicatif seniorpour rejoindre notre quipe Support Client Montral.
Rsum du poste
LAnalyste support applicatif seniorest une membre exprimente de lquipe Support client charge de rsoudre des tickets L2 complexes, de mentorat des analystes juniors, de contribuer la base de connaissances et danimer les activits de support ct client. Vous assurerez de faon autonome le support de deux modules ERP ou plus, dirigerez des runions client pour passer en revue les problmes ouverts et proposer des solutions, maintiendrez une liste dEmpowerment/Issues et influencerez les amliorations oprationnelles visant accrotre la stabilit des systmes et la satisfaction des clientes.
Responsabilits
- Rsolution de tickets (L2) : Rsoudre des tickets de support de niveau 2 complexes, y compris erreurs de flux, problmes dintgration et carts de donnes.
- Support de modules : Assurer le support autonome de deux modules ERP ou plus (p. ex. Finance, Inventaire).
- Liste Empowerment / Issues : Maintenir une liste comportant au moins 12 lments documents et solutions de contournement pour acclrer la rsolution des incidents rcurrents.
- Base de connaissances & documentation : Contribuer largement la base de connaissances interne (Confluence) et produire une documentation claire pour les problmes et correctifs rcurrents.
- Relation client : Diriger les runions client pour revoir les problmes ouverts, prsenter ltat davancement et proposer des solutions.
- Escalade & collaboration : Escalader et coordonner avec les quipes Dveloppement, Produit, QA et 3 niveau si ncessaire ; fournir des tapes de reproduction claires et des dtails dimpact.
- Mentorat : Encadrer les analystes Niveau I partager les connaissances, rviser les escalades et soutenir le dveloppement des comptences.
- Tests & qualit : Participer aux activits de test et de validation selon les besoins ; soutenir les quipes QA et Produit en consignant les problmes rcurrents et en contribuant aux amliorations.
- Amlioration des processus : Identifier les tendances de tickets et recommander des amliorations oprationnelles pour rduire les incidents rcurrents et amliorer les SLA.
- Documentation des workflows : Tenir des enregistrements prcis des tapes de dpannage, des rsolutions et des communications client dans le systme de ticketing.
- Couverture & astreinte : Assurer le support pendant les heures de lquipe et participer, au besoin, la couverture hors heures ouvrables.
Qualifications
Formation
- Diplme collgial ou universitaire en systmes dinformation, gestion, informatique ou domaine connexe.
Exprience
- Exprience pralable en support dapplications ERP fortement valorise.
- Exprience dmontre dans linvestigation, lanalyse et la documentation des problmes applicatifs.
- laise pour travailler sur des projets et environnements client de taille moyenne grande dans le retail/wholesale.
Connaissances techniques & outils
- Solide connaissance fonctionnelle des modules ERP (Finance, Inventaire ou similaires).
- Familiarit avec les intgrations, les workflows et le dpannage des carts de donnes.
- Outils et technologies utiliss :
- Tlphonie/VoIP : RingCentral, 8x8
- Ticketing : Zendesk, Jira Service Management
- Base de connaissances / wiki : Confluence
- Communication : Outlook, Microsoft Teams
- Outils internes dadministration ERP et notions de SQL (avantage)
Comptences & aptitudes
- Forte orientation service client et capacit dsamorcer les situations critiques.
- Excellentes comptences en communication orale et crite capable de diriger des changes avec des clientes.
- Esprit danalyse avec excellentes capacits de dpannage et de rsolution de problmes.
- Capacit prioriser les tches et grer le temps efficacement dans un environnement de support intense.
- Aptitudes au travail collaboratif et au leadership capable de coacher des membres juniors et danimer des runions.
- Sens de linitiative et responsabilit pour une prestation de service de haute qualit.
- Volont dapprendre en continu et dadaptation aux volutions systmes et besoins client.
Avantages
- Couverture sant (assurance mdicale, dentaire, invalidit et vie)
- Programme bien-tre (remboursement abonnement gym)
- Dveloppement professionnel (plateformes de formation, subvention frais de perfectionnement, etc.)
- vnements dentreprise
- Programme de recommandation
- Horaire flexible
Informations complmentaires
- Poste hybride : prsence requise au bureau de Montral 2 jours par semaine.
- Nous remercions toutes les personnes qui postulent ; seules les personnes prslectionnes seront contactes.
