Application Support Analyst

About the Company

CAAT Pension Plan is a dynamic and growing organization passionate about making a meaningful impact for its members and employers across Canada. Known for a can-do culture and commitment to better retirement security, CAAT partners with a diverse range of employers including educational institutions and major corporations. The company prides itself on a collaborative, innovative workplace that encourages continuous learning and growth.

Role Summary

The Application Support Analyst will be part of the Information Technology team at CAAT, directly reporting to the Senior Manager, Enterprise Applications & Service Delivery. This role is focused on ensuring the steady performance, stability, and support of critical enterprise applications managed within the Enterprise Operations Centre (EOC). The incumbent will provide Level 2 technical and functional assistance, serve as the escalation point for complex issues, and lead root cause analysis and continuous improvement efforts to minimize service interruptions and maintain high service quality.

Key Responsibilities

• Offer Level 2 technical and functional support for critical enterprise applications, handling complex incidents while adhering to service level agreements.
• Act as the escalation contact within Level 2 support for high-impact and intricate issues requiring deep technical troubleshooting.
• Conduct detailed investigation including log analysis, system diagnostics, and code-level reviews to diagnose problems and restore service promptly.
• Lead root cause analysis for significant outages, implement permanent solutions, and coordinate with engineering teams or vendors to fix underlying defects.
• Monitor application health and performance continuously using observability tools; develop dashboards, tune alerts, and analyze metrics to proactively detect and mitigate risks.
• Improve monitoring systems by refining alerts to reduce false positives and enhance the quality of insights.
• Support application rollouts, patching, and system maintenance to uphold stability, security, and operational readiness.
• Manage integration support efforts, including API configuration, cross-platform connectivity, and validation of data transmission.
• Collaborate with development, infrastructure, and vendor teams to resolve cross-system problems and enhance overall service reliability.
• Contribute to team expertise through technical guidance and knowledge sharing, promote automation and process improvement, and aid upgrades and platform initiatives to ensure robust operational support.

Qualifications and Experience

• Completion of a college diploma or bachelor's degree in computer science, computer engineering, or an equivalent education and experience combination.
• At least three years of application support experience in complex enterprise settings, covering both cloud and on-premises systems.
• Hands-on experience supporting modern enterprise platforms such as Microsoft Fabric, Salesforce, and ServiceNow.
• Strong expertise with Microsoft Azure, including support for Windows-based systems and services.
• Experience supporting Linux-based environments and hybrid IT infrastructures.
• Proficiency with monitoring and observability platforms like Zabbix and New Relic, including alert configuration, dashboard design, and metrics analysis.
• Working knowledge of scripting or programming languages such as Python, PowerShell, and SQL to aid automation and diagnostic activities.
• Background working within ITIL frameworks focusing on Incident Management, Service Request Management, escalation processes, and SLA compliance.
• Adaptability to learn and apply emerging technologies and tools promptly in a fast-paced enterprise context. Experience with AI-driven operational tools (e.g., AIOps, predictive monitoring, intelligent alerting, chat-based support) is a notable advantage.

Compensation and Benefits

The salary range for this position is CAD 73,200 to CAD 86,100 annually, with final placement based on factors such as internal equity, market standards, and candidate qualifications. CAAT offers a comprehensive total rewards package emphasizing physical, mental, and financial well-being, including flexible work arrangements, extensive benefits, wellness incentives, and a defined benefit pension plan.

Company Culture and Diversity

CAAT fosters an inclusive and innovative work environment focused on collaboration, open communication, and continuous improvement. The organization has earned recognition as one of Canada's most admired corporate cultures and top employers. CAAT is committed to diversity, equity, inclusion, and belonging (DEIB), valuing varied experiences and perspectives, and providing accommodations under applicable accessibility laws to ensure a barrier-free hiring process.

Additional Information

No artificial intelligence technologies are used for applicant screening or selection; all hiring decisions are made by human reviewers. This vacancy represents an immediate opening.