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Service Desk Analyst I
Job No:
ALCANNA1106
Location:
Edmonton
Job summary
Reporting directly to the Senior Manager of Business Integrations, and working closely with the Business Integrations Business Analysts, this position’s primary responsibility is to provide Tier 2 support expertise for Alcanna business applications and systems related to the Dynamics 365 ERP solution.
Role & Responsibilities
- Monitor the Business Integrations support ticket queue/board, and effectively resolve or triage support tickets
- Communicate with ticket submitters (our internal customers) to ensure issues are understood and collaborate with Business Technology resources for effective issue resolution
- Document and share details related to issue resolutions
- Create and update procedural system and support documentation as required
- Execute automated test plans to ensure the accuracy and completeness of system enhancements and customizations in Dynamics 365, and perform manual system testing as required
- Provide training on software updates as required
- Transfer system knowledge to tier 1 support teams through documentation and training sessions
- Partner with BT and Operations teams to resolve any production support issues that may arise
- Special projects and related duties as required (this role has a career path to the Jr. Business Analyst and Business Analyst positions)
Experience & Qualifications
- College diploma or university degree in computing, finance, business administration or a related field
- Minimum one year supporting ERP processes as an IT support analyst or as a power user within a Business team
- Strong analytical, customer service and problem-solving abilities
- Excellent written and verbal communications skills
- Experience in a Retail environment is considered an asset
- Experience with Dynamics 365 for Finance and Operations is considered an asset
- Experience with DevOps and the Regression Suite Automation Tool (RSAT) is considered a strong asset
- Experience working independently, as well as in a cross-functional team-oriented environment