Application Support Analyst (OpenText Content Server)

Company Overview:
Req ID: 299432
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Application Support Analyst to join our team in Toronto, Ontario (CA-ON), Canada (CA).

Job Description:

Key Responsibilities:
Application Support: Provide day-to-day support for applications including Aveva AIM (Asset Information Management), ServiceNow, Workday, P6, OpenText Content Server, and various others.
Incident Management: Monitor and respond to incident reports via ServiceNow, ensuring timely resolution and minimal impact on business operations.
Troubleshooting: Diagnose and resolve application-related problems, working closely with internal teams to identify and fix underlying issues.
User Training and Documentation: Create and maintain detailed documentation for application processes and provide training to end-users as needed.
System Monitoring: Continuously monitor application performance, identifying and addressing potential issues before they impact users.
Collaboration: Work closely with other IT teams, including development, QA, infrastructure, cloud, servers, databases, proxy, and anti-virus teams, to ensure seamless application delivery and support.
Upgrades and Maintenance: Assist in the planning and execution of application upgrades and maintenance activities, ensuring minimal disruption to users.
Installation and Implementation: Manage the installation of applications on servers and collaborate with relevant teams during the implementation of new solutions.
Reporting: Generate and analyze reports on application performance, usage, and support metrics to identify trends and areas for improvement.
Team Leadership: Lead team meetings, effectively communicate with team members, and triage tickets to level 3 support when necessary.

Qualifications:

Experience:
5+ years of experience in application support or a related field.
5+ years of experience in OpenText Content Server
Education: Bachelor's degree in Computer Science, Information Technology, or a related discipline preferred.

Technical Skills:
Proficiency in SQL, ServiceNow, Microsoft Windows servers, MS Azure, MySQL, MS SQL Server, Oracle Databases, SolarWinds, and application monitoring tools.
Microsoft Azure: Resource Management (ARM, Azure CLI), Networking, Storage, Monitoring and Performance, Azure AD, Azure Monitor, Azure Application Insights, Azure Data Factory
Windows Server: Server Management, AD, Group Policy, PowerShell, Security
SQL Server: T-SQL, Performance Tuning, Backup & Recovery, High Availability/Clustering
Microsoft IIS: Configuration, Site and Application Management, Security (SSL/TLS), Performance Tuning, Troubleshooting
Installation and Implementation: Strong understanding of installing applications on servers and collaborating with cloud, server, database, proxy, and anti-virus teams.
Problem-Solving: Strong analytical and troubleshooting skills, with the ability to resolve complex issues efficiently.
Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
Team Player: Ability to work effectively both independently and as part of a team.
Customer Focus: Strong commitment to providing excellent customer service and user support.
Leadership: Experience in leading team meetings and managing ticket triage processes.
Adaptability: Ability to handle multiple tasks and adapt to changing priorities in a fast-paced environment.

Preferred Qualifications:
Experience with applications relevant to the Canadian energy sector.
Knowledge of Information Security best practices and data movement / experience working under federal cyber security guidelines.
Knowledge of scripting languages (e.g., Python, Shell) for automation and process improvement.
Familiarity with ITIL framework and best practices.
ASP.net, JavaScript, and advanced PowerShell scripting skills.

Good to have:
Strong understanding and experience with Aveva AIM (Asset Information Management System).
Ability to provide technical support, troubleshoot issues, and optimize performance for Aveva AIM.
Experience in integrating Aveva AIM with other enterprise systems and databases.
Knowledge of best practices for maintaining and upgrading Aveva AIM installations.


About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com.



NTT DATA is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.