Search Homelessness Services Association of BC

Job Description / Duties

Job Posting #E035-62

Software Support Analyst - Full Time, New Westminster

Lookout Housing and Health Society is a charitable organization and social safety net that provides housing and a range of support services to adults with low or no income, who have few, if any, housing or support options. As the people we serve have challenges meeting basic needs and goals, we place minimal barriers between them and our services. We believe that helping people help themselves is essential in addressing homelessness and all the issues that surround it. Securing appropriate housing is the first and most essential step in achieving responsible and independent individuals. For more information about Lookout, please visit www.lookoutsociety.ca

Position Summary: Reporting to the Director of Information Technology, Lookout is seeking an enthusiastic and dedicated entry-level Software Support Analyst to join our team. As a Software Support Analyst, you will play a crucial role in assisting our clients with technical issues and inquiries related to the application systems deployed in Lookout’s IT environment. Your primary responsibility will be to provide timely and effective support, troubleshooting, and problem-solving assistance to ensure the smooth operation of our software applications.

Salary will be negotiated depending on experience and qualifications. The schedule for this position is an average Monday through Friday 40-hour work week with an occasional requirement to work additional hours in order to meet deadlines. Use of own vehicle is required for travel between sites. This position is based in New Westminster.

Benefits include: dental and extended health benefits; employer-matched pension plan; employee assistance program; life insurance; paid sick time and personal/special leave; mileage reimbursement; and more. The position accrues 3-weeks vacation annually, with vacation entitlement increasing with continuous years of service.

Job Duties (In Brief):

• Provide exceptional customer service by addressing and resolving technical issues and inquiries from clients related to the deployed applications.
• Collaborate with clients to understand and analyze their requirements, troubleshoot problems, and provide appropriate solutions within established service level agreements (SLAs).
• Utilize strong problem-solving skills to investigate and resolve software application issues, escalating more complex problems to senior team members or 3rd parties when necessary.
• Document and maintain accurate records of client interactions, issues, and resolutions in our ticketing system, ensuring thoroughness and clarity of information.
• Conduct thorough research to understand the functionalities and features of Lookout systems, staying up to date with product updates, enhancements, and best practices.
• Assist in the creation and maintenance of knowledge base articles, user guides, and support documentation to facilitate self-service resolutions for users.
• Collaborate closely with cross-functional teams, including internal IT team members, 3rd party support, and other support staff throughout the organization.
• Participate in testing activities, including test case execution, to ensure the quality and stability of software applications.
• Provide training and support to clients through various channels, including email, phone, and remote sessions, to help them effectively utilize the deployed software systems.
• Continuously develop your technical skills and knowledge, attending training sessions and staying informed about industry trends and advancements.

Qualifications / Required Skills

Qualifications & Requirements

• Education or Training in Computer Science, Information Technology, or a related field.
• Strong passion for technology, software applications, and customer support.
• Knowledge of Windows and Linux operating systems, including server support.
• Knowledge of SAP SuccessFactors system will be a plus.
• Basic understanding of ASP.NET/C#, Python, Docker Containerization, SQL, HTML, and JavaScript will be beneficial.
• Excellent problem-solving and analytical skills, with the ability to think logically and critically.
• Effective verbal and written communication skills to interact professionally with clients and team members.
• Excellent organizational skills and ability to handle unique situations, and multiple assignments with conflicting priorities.
• Ability to work both independently and collaboratively within a team.
• Previous experience in a customer service or technical support role is a plus, but not required.
• Willingness to be creative and innovative in order to improve processes and find efficiencies.
• Effective verbal and written communication skills, and an approach that focuses on the end user experience.
• Criminal Record Clearance — Vulnerable Sector, as per Lookout’s policy and procedures
• Must hold a valid driver's license, have access to insured vehicle, and be willing to travel within Metro Vancouver to Lookout’s locations.
• Must have two doses of COVID-19 Vaccine.

Technical & Educational Requirements:

• Experience or certification with SAP Business One and/or SAP SuccessFactors is considered a strong asset. If not certified, mandatory training will be provided to obtain certification within 6 months.
• Hands-on experience with software support.
• Knowledge of various programming languages is considered a strong asset.
• A post-secondary diploma or degree in IT, computer science, or related field
• Microsoft certification MCP or MCSE is considered a strong asset
• ITIL Certification an asset

Additional Information

Lookout Housing and Health Society is committed to empowering people from different races, gender, age, religion, identities and unique experiences. We welcome everyone from diverse backgrounds and encourage them to apply in order to foster an inclusive environment.

Salary: $54,000 – $80,000 per year

Contact Information

TO APPLY: Submit cover letter and resume, and quote Job Posting # in subject line to: Troy.Sears@lookoutsociety.ca

CLOSING DATE: Applications will be accepted until January 18, 2024 at 5:00pm

*Only those short-listed will be contacted. No phone calls please.

Employer Profile

Lookout Housing and Health Society is a charitable organization and social safety net that provides housing and a range of support services to adults with low or no income, who have few, if any, housing or support options. As the people we serve have challenges meeting basic needs and goals, we place minimal barriers between them and our services. We believe that helping people help themselves is essential in addressing homelessness and all the issues that surround it. Securing appropriate housing is the first and most essential step in achieving responsible and independent individuals. For more information about Lookout, please visit www.lookoutsociety.ca