Applications Support Analyst

Reporting to the Business Applications Manager, the Applications Support Analyst provides operational and technical support for Terrestar’s business systems. The incumbent works closely with vendors, users, and stakeholders to ensure reliable performance, prompt issue resolution, optimized configurations, and successful testing and deployment of system updates.

The incumbent plays a key role in enhancing user experience by maintaining high-quality documentation and supporting users in their daily use of enterprise applications including ERP, HRIS, Power Platform solutions, and other cloud-based business tools. The incumbent also contributes to system enhancements by configuring applications, identifying optimization opportunities, and delivering effective solutions to technical and non-technical stakeholders.

Main Responsibilities:

Application Support and Operations 

• Serve as the first point of contact for application-related issues and service requests, troubleshooting problems in applications, configuration, and data-related problems and escalating complex cases to vendors or internal teams as required.
• Ensure the day-to-day reliability and performance of Terrestar’s business applications by monitoring system health and supporting routine operational activities such as (integrations, scheduled jobs, and data updates).
• Manage user provisioning, access management, and permissions administration.
• Document issues, analyze root causes, and contribute to remediation plans and knowledge base articles for recurring problems and best practices.

Application Administration & Configuration

• Support the configuration, maintenance, and optimization of the ERP, HRIS, Power Platform, and other cloud application solutions, including workflows, automations, integrations, and business rules.
• Participate in test planning and execution for system updates, releases, and fixes (functional, regression, UAT).
• Support system enhancements by gathering requirements, documenting needs, and contributing to solution design and configuration.
•  Support application maintenance, upgrades, and continuous improvement initiatives, contributing to product roadmaps and release plans.
• Maintain and update technical documentation, including architecture diagrams, integration mappings, and configuration manuals. 

User & Application Enablement 

• Support end users in adopting new functionalities and optimizing their daily use of enterprise applications.
• Provide onboarding, training, and guided support to technical and non-technical users.
• Develop clear end-user documentation, including user guides, process maps, and training materials.
• Collaborate with business stakeholders to analyze requirements, identify system improvements opportunities, and support the design and rollout of new capabilities.

Assume all related responsibilities. 

COMPETENCY PROFILE AND MINIMUM REQUIREMENTS

Education/Experience/Certification:

• Minimum of 5 years of experience in a similar role.
• Diploma or Degree in Computer Science, Information Technology, Business Administration, or related field.
• Experience with ERP systems (preferably Microsoft Dynamics 365 Business Central) and other enterprise SaaS applications such as HRIS, CRM, FP&A, and BI tools including Microsoft Power Platform (Power Apps, Power Automate, Power BI).
• Experience working with system integrations and data flows, including troubleshooting integration issues.
• Experience with software testing practices, including functional, regression, and UAT testing.
• Experience creating and maintaining technical and end-user documentation, such as architecture diagrams, integration mappings, configuration guides, and user manuals.
• Experience providing end-user support, training, or onboarding for enterprise applications.
• Experience supporting application upgrades, patches, and release cycles.
• Experience or exposure to AI-driven tools, including Copilot agents and workflow automations (asset).
• Experience with industry software, including BSS/OSS environments (asset).

Other Qualifications:

• Knowledge of Agile, Scrum, and DevOps practices, with an understanding of Continuous Delivery (asset).
• Bilingual (English/French) with strong verbal and written communication skills.
• Strong understanding of cloud technologies, system integration, data flow management, basic orchestration concepts, and general business and accounting principles.
• Skilled in troubleshooting complex business system issues and explaining solutions clearly and professionally.
• Familiarity with identity and access management (IAM), including user provisioning and permission administration.

Adapted to his or her level and field of expertise, the incumbent must possess the following skills:

• Ability to develop constantly in a spirit of continuous learning. 
• Generates value and has an innovative spirit. 
• Demonstrates sound management of organizational risk and IT security. 
• Has a service approach.
• Team player and collaborative.
• Communicates effectively. 
• Plans and organizes work autonomously, rigorously and agilely.
• Has a strong business acumen.