ESC is looking for a highly motivated and engaged Application Support Analyst, with a curiosity for learning software and an aptitude for troubleshooting, to join our Application Delivery team.

　　In this role, you’ll use your tech savvy and critical thinking to provide timely tier two support and troubleshooting for application issues and technical issues, and to respond to service requests and questions from internal and external users. Lean into your past incident management experience to recognize and prioritize incidents, and activate/lead ESC’s incident management process and response, from reporting to timely resolution. Your exceptional customer service and communication skills help you liaise with the service desk and various business and technical groups to solve problems and manage incidents. Your attention to detail is an asset while you perform validation testing in multiple environments for system changes, technology and infrastructure upgrades, and recovery or crisis events.

　　The Application Support Analyst also performs and updates Standard Operating Procedures (SOPs), as well as creates monthly/quarterly/annual service level reports.

　　You are flexible and available for on-call support (weekly incident manager rotation) and occasional after-hours support for system issues and validation (as needed).

　　Key Responsibilities

　　Incident Management (on-call)

　　Champion the Incident Management process and response to ensure incidents are resolved as quickly and effectively as possible, including:

　　Coordinate and liaise with all impacted technology and business stakeholders to drive resolution and communicate status

　　Prepare and publish all incident communications, and coordinate translation into French

　　Escalate major incidents and engage Business Continuity as appropriate

　　Collaborate with support teams to determine root cause, identify preventive actions, and publish root cause analysis (RCA)

　　Maintain an inventory of incidents and produce monthly incident management reports

　　Provide coaching on the incident management process to stakeholders

　　Maintain all incident management process documentation and artifacts

　　Prioritize incidents and ensure ticket details are complete

　　Identify and implement opportunities to mature the incident management process

　　Review incidents regularly to identify trends

　　Support vendors after business hours if there is an issue with their data or hardware

　　Product/Application Support

　　Provide tier two support for internal applications and systems, with a focus on first-touch resolution of tickets for our customers, within established SLAs

　　Triage, investigate, and troubleshoot application/system issues with critical analysis, and liaise with business and IT groups for timely resolution

　　Manage the ticket queue, including incidents, service requests, and questions, to provide short-term resolutions, and work with relevant technology partners for long term remediation. Provide appropriate follow up.

　　Validate application/system changes and upgrades in various environments to ensure continuity of services (may require after-hours support)

　　Participate in UAT testing, establish and manage effective test plans, test cases, and execute test scripts

　　Run queries to extract and/or update data

　　Maintain and execute standard operating procedures (SOPs), including an annual review of SOPs

　　Prepare and publish all required monthly, quarterly, and annual reports according to customer requirements and service standards, and any on-demand reporting

　　Support the change management process as needed, including participating in Change Advisory Board (CAB) meetings

　　Continuously enhance the quality and efficiency of our team’s service offering

　　Qualifications

　　2+ years experience in incident management

　　2+ years experience in application support

　　You can effectively communicate critical issue status to stakeholders

　　You can lead, make decisions, problem solve, and work with various teams and levels of leadership

　　You can effectively prioritize and execute tasks in a high-pressure environment

　　You’re accountable for your work, and take the time to invest in research, learning, and practice to grow your knowledge and make yourself an expert of our applications

　　You have sufficient technical background and experience with specific tools for queries, testing, reporting, and documentation, and working knowledge of Network, Firewalls, Servers, Databases, Agile Projects, etc.

　　You have strong customer service skills and a drive to provide effective and timely support and resolution of issues with professionalism

　　You’re a self-starter who can take charge of tasks with minimal direction

　　University Degree or College diploma in Computer Science or related field preferred

　　ITIL foundation certification is preferred

　　Available to work a flexible schedule, on-call and after-hours, to support incident management and system changes or issues

　　Express Scripts Canada is a Cigna company

　　Express Scripts Canada is a subsidiary of Express Scripts, a Cigna company. Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, wellbeing and peace of mind of those we serve. Cigna offers an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioural health, pharmacy, vision, supplemental benefits, and other related products.

　　About Express Scripts Canada

　　Express Scripts Canada is a leading health benefits manager and has been recognized as one of the most innovative. Our clients include Canada's leading insurers, third party administrators and governments. We work with these clients to develop industry-leading solutions to deliver superior healthcare in a cost-controlled environment. We provide Active Pharmacy™ services to more than 7 million Canadian patients and adjudicate more than 100 million pharmacy, dental, and extended health claims annually. Through our proprietary consumer intelligence, clinical expertise, and patients-first approach, we promote better health decisions for plan members, while managing and reducing drug benefit costs for plan sponsors.

　　It will be a condition of employment that the successful candidate obtains an Enhanced Reliability Clearance from the Federal Government. The candidate will be required to provide supporting documentation to receive clearance if required.

　　We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment.

　　We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be.

　　We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.

　　If you require accommodation in completing the online application process, please email: [email protected] Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.