Application Support Analyst
EQ Bank
IT, Customer Service
Toronto, ON, Canada
Posted on Aug 27, 2025
Purpose of the Job:
Reporting to the Director, Payments Technology, Application Support Analyst is responsible for a variety of functions within the Payments Technology that include user onboarding, 1st level applications and service monitoring, incident management resolution. Application Support Analyst is responsible for performing the role and helping others on the team perform their support officer duties with a high degree of accuracy and with a superb level of customer service and professionalism.
- •Key Responsibilities:
- Monitor payment systems and services for performance, availability, and transaction integrity.
- Respond to alerts and incidents, perform initial diagnostics, and escalate to appropriate teams.
- Maintain incident logs and contribute to post-incident reviews and root cause analysis.
- Manage and oversee automated and/or manual system jobs are executed properly•Provide application support, ensuring correct functioning of bank systems and timely response to Incidents adhering to defined SLA’s.
- Provide Tier 1 and Tier 2 support for internal users and external clients using payment platforms.
- Troubleshoot issues related to transactions, integrations, and user access.
- Communicate resolution steps clearly and professionally
- Support application rollout and upgrade projects by working with our internal teams and vendors. Prioritize tasks and provide status updates. Facilitate training sessions with business users as needed.
- Maintain up-to-date documentation for support procedures, known issues, and troubleshooting guides.
- Contribute to knowledge base articles and FAQs to improve self-service capabilities.
- Document changes and configurations for audit and compliance purposes.
Application Monitoring & Incident Management
Dev & Client Support
Documentation & Knowledge Management
Knowledge/Skill Requirements
- 3+ years of experience in Information Technology and Application Support or related fields
- High level of analytical skill, detail orientation, and sound judgement when evaluating new and existing issues, and proposing application or process changes
- Effective communication/interpersonal skills, verbal and written are required for interacting with business units, IT personnel and external vendors
- Strong organizational skills in prioritizing and keeping track of numerous initiatives
- Capable of multi-tasking effectively and handles change positively
- Strong aptitude for learning new technologies or processes
- Good knowledge of Software Development Life Cycle concepts and best practices for the waterfall and agile methodologies
- Good knowledge of ITIL framework and related support processes
- Knowledge of Microsoft Teams
- Knowledge of JIRA and Confluence
- Knowledge of scripting, programming tools, process mapping
- AI concepts, Copilot Agent
Nice to Have Skills: