Senior Production Application Support Analyst

Location: Toronto, ON. The proportion of on-site and remote work will be discussed during the interview. Candidates must be legally eligible to work at the specified location and may need a valid work or study permit.

Company

hirify.global is a relationship-oriented bank focused on helping clients and providing banking products and services.

What you will do

• Maintain production applications and perform day-to-day operational support, including 24/7 support and recovery coordination.
• Investigate complex technical and operational problems, identify process or system improvements, and recommend long-term solutions.
• Support projects after implementation, resolve issues, manage escalations, and adapt established procedures to specific situations.
• Work with ServiceNow, CMDB records, configuration items, data feeds, infrastructure components, and hardware and software assets.
• Maintain and recommend updates to operational documentation, communicate issue updates to clients, and escalate unresolved issues to developers and architects.
• Improve operational support processes, including bi-annual CI verification attestations with application owners.

Requirements

• 5+ years of experience with ITSM, CMDB, MID servers, and basic Python and JavaScript scripting.
• ServiceNow experience and ServiceNow Administrator certification are required, along with a strong understanding of CMDB and configuration items.
• Strong analytical, critical-thinking, troubleshooting, data analysis, scripting, and automation skills.
• Experience with ServiceNow applications and modules, including CMDB, and a high level of understanding of ITSM applications.
• Ability to investigate difficult problems, interpret information from users about CI records and ServiceNow issues, identify process gaps, and determine solutions outside established procedures when necessary.
• Proficiency troubleshooting data feeds, infrastructure components, and hardware and software assets in a CMDB environment.
• Knowledge of process improvement strategies and the ability to develop ideas for improving operational support processes.
• Ability to communicate detailed information clearly, interact with clients, and collaborate with developers and architects.
• Legal eligibility to work at the specified location; a valid work or study permit may be required where applicable.

Nice to have

• Good command of Python and JavaScript.
• Familiarity with Jira, Confluence, and Microsoft Teams.
• Exposure to an Agile work environment.
• Previous exposure to working within a CMDB environment.

Culture & Benefits

• Inclusive and accessible work environment focused on client service, high standards, and employee development.
• Competitive salary, incentive pay, banking benefits, and a benefits program.
• Defined benefit pension plan, employee share purchase plan, vacation, and wellbeing support.
• Recognition through a social, points-based program and a paid Purpose Day for personal growth and development.
• Regular employment with 37.5 weekly hours.

Hiring process

• Interview discussions include the work arrangement and the proportion of on-site and remote work.
• An attribute-based assessment or skills tests, such as simulation, coding, or French proficiency testing, may be required.
• Artificial intelligence tools may be used during recruitment.