{"id":3125572,"url":"https://alion.io/job/otn-ca-analyst-application-support","title":"Analyst, Application Support","company":{"id":1052418,"name":"OTN.ca","domain":"otn.ca","url":"https://alion.io/company/otn-ca","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":19,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":38000,"max_usd":79000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":20},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-21T00:00:00Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-23T07:23:34Z","board_verified":false,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Pour obtenir une traduction en français de l’offre d’emploi suivante, veuillez envoyer un courriel à. Les demandes seront traitées dans un délai de trois jours ouvrables et la période de dépôt des demandes sera prolongée de trois jours.\nTo obtain a French translation of the following job posting, please . Requests will be addressed within three business days, and the application window will be extended by three business days.\nAt Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together, we will be a leader in health and wellness for all. Our mission is to connect the health system to drive improved and equitable health outcomes, experiences and value. How we work together is reflected through our five values: integrity, inspiration, tenacity, humility and care.\nWhat Ontario Health offers:\nAt Ontario Health, your growth and well-being aren’t just supported-they’re celebrated every step of the way. Here, you have the opportunity to make a meaningful impact while shaping a fulfilling and sustainable career. Based on your role, you may receive:\nComprehensive health coverage from day one, with fully paid medical, dental, and vision benefits to support you and your family’s health\nFlexible health care or wellness spending accounts, plus an inclusive program to support your overall well-being\nA premium defined benefit pension plan, ensuring long-term financial security\nCompetitive vacation entitlement that encourages time to rest and recharge\nThree personal days and two float days annually, providing added flexibility to support work-life balance, in addition to vacation days\nOngoing learning and career development opportunities designed to help you grow, advance, and thrive in your profession\nA collaborative, values-driven workplace where integrity, care, humility, inspiration, and tenacity shape everything we do\nOpportunities to participate in Communities of Inclusion, fostering belonging, equity, and the sharing of diverse perspectives across our team\nWant to make a difference in your career? Consider this opportunity.\nThe Analyst, Application Support I provides Tier 2 and 3 support for custom and business-critical applications operated by DxH. The role manages complex production incidents and service requests, investigates application issues, and represents the voice of the customer when issues require escalation to the operations teams and/or application vendors.\nReporting to the Enterprise Products, Corporate Applications Information Technology (IT) Services team, this role primarily supports the Quadrant Workforce and Quadrant Financials ERP systems used by Ontario Health at Home Human Resources and Finance departments.\nHere is what you will be doing:\nOwns and manages incidents and service requests from intake through resolution, including reviewing, clarifying, categorizing, prioritizing, troubleshooting, tracking, and documenting escalated issues.\nInvestigates high-priority issues, including those that may impact Ontario Health at Home Human Resources and Finance departments, and provides recommendations to the Manager.\nCollaborates with the Service Desk, Data and Software Support, Operations, DBAs, Developers, and other technical teams to troubleshoot data issues, resolve incidents, and coordinate bug fixes.\nAdvocates for customers on critical application issues and keeps them informed of incident status, progress, escalations, and expected next steps.\nDocuments customer interactions, investigations, and resolutions to support internal and external knowledge and continuous improvement.\nMonitors service levels and escalation processes to help ensure procedures and timelines are met.\nParticipates in User Preview activities, documenting and prioritizing issues identified by users.\nReviews new release information and supports customers with application functionality, service requests, and inquiries.\nSupports planning for new modules, customizations, integrations, and application enhancements.\nTests application changes prior to production deployment and, where applicable, trains staff on new functionality.\nIdentifies opportunities to improve Application Support processes, team knowledge, efficiency, and the overall customer experience.\nUndertakes special projects, including data analysis, complex data-cleanup initiatives, and financial incident analysis.\nAssists with the onboarding and training of new team members.\nEnsures Personal Information (PI) is protected in all circumstances and adheres to applicable policies and procedures.\nMakes decisions that have limited to moderate impact.\nHere is what you will need to be successful:\nEducation and Experience:\nBachelor’s degree or Diploma in Health-related fields, Computer Science, or related discipline, or equivalent experience.\n3 - 5 years of experience supporting within a Healthcare environment preferred\nPrevious Service Desk experience.\nKnowledge of Remedy or other ticketing software.\nExperience managing customer tickets and supporting incidents and triage resolution.\nExperience with ERP Functional Support and Systems Administration, preferably Quadrant Workforce and/or Great Plains/Quadrant Financials\nExperience with HR and Payroll Principles.\nExperience in Health Care environment/support is an asset.\nITIL V3 foundation and/or practitioner certification is an asset.\nUnderstanding of the Software Development Life Cycle (SDLC)\nKnowledge and Skills\nStrong analytical, diagnostic, and problem-solving skills, with the ability to investigate issues, identify solutions, and clearly communicate findings.\nStrong customer service and interpersonal skills, with the ability to build effective relationships and gather information needed to resolve issues.\nStrong verbal and written communication skills, including the ability to explain technical solutions to both business stakeholders and non-technical users.\nStrong organizational and multitasking skills, with the flexibility to manage competing priorities.\nAbility to learn new concepts and develop strong knowledge of application functionality, products, and business processes.\nAbility to work independently and collaboratively with business and technical teams, including Business Analysts and Leads, Development, QA Testers, Release Management, IT staff, and other support teams.\nStrong emotional intelligence and ability to work effectively with team members and customers.\nDetail-oriented, self-motivated, and committed to sharing knowledge and supporting team success.\nHigh-level understanding of database concepts, preferred.\nProficient in MS Office, including O365.\nUnderstanding of Quality Assurance and testing protocols, including the ability to create and manage QA test cases.\nLocation: Ontario Health (OH) welcomes applications from candidates across Ontario. Please note that this role follows an in-office work model, requiring employees to work from a designated, approved Ontario Health location.\nEmployment Type:\nPermanent Full timeContract Length:\nN/ASalary Band:\nBand 4External Application Deadline Date:\nNovember 10, 2026All applicants must be a resident of Ontario to be considered for roles at Ontario Health.\nOntario Health encourages applications from candidates who are First Nations, Métis, Inuit, and urban Indigenous; Francophone; members of Black and racialized groups;2SLGBTQIA+ communities; trans and nonbinary individuals; andpeople living with disabilities.\nOntario Health is an accessible employer, and we offer accommodation in all aspects of employment, including the recruitment process. If you require a disability related accommodation in order to participate in the recruitment process, please email  and a member of the team will connect with you within 48 hours.","description_format":"text","description_chars":7893,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Telemedicine & Virtual Care"],"lifecycle":[{"event":"open","at":"2026-10-23T02:04:40Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.896,"p_room":1,"age_days":4,"expected_fill_days":19,"reasons":["conf:46","velocity","win:early"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/otn-ca-analyst-application-support","json_url":"https://alion.io/job/otn-ca-analyst-application-support.json","meta":{"generated_at":"2026-10-25T17:47:56Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25436,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1052418},"rest":"https://alion.io/mcp/rest/get_company?id=1052418"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fotn-ca-analyst-application-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fotn-ca-analyst-application-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fotn-ca-analyst-application-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/otn-ca-analyst-application-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fotn-ca-analyst-application-support"}]}