Purpose of the Job:

• We are seeking a detail-oriented and proactive Application Support Specialist to assist the Technical Implementation Manager in supporting and maintaining web-based third-party applications. This role involves troubleshooting and resolving application-related issues in collaboration with technology partners, ensuring seamless operations in a mission-critical business environment. Will also be involved in configuring and testing applications as well as supporting customers.

Primary Duties and Responsibilities:

• Triage incident tickets, contact vendors, create reports
• Troubleshoot application/database/system Integration issues/system issues and provide a Root Cause Analysis (RCA) collaborating with partners and/or Open-Source communities. Ensure issues/requests are resolved in a timely manner and in accordance with standard operating procedures (SOPs).
• Write manuals for users to describe functionality, installation, and standard operating procedures.
• Design detailed test cases based on requirements and test plan.
• Setup and configure necessary test tools and environments for test execution.
• Create and maintain reports and dashboards in Power BI, learning data visualization best practices.
• Participate in the continuous improvement of test processes and methodologies
• Test and report necessary fixes and application upgrades in collaboration with partners.
• Off-hour support may be required to avoid any service impact to the customer.
• Consult with users to identify current operating procedures and to clarify program objectives.
• Participate in team-based projects, many of which may be matrix managed.
• Perform other technical duties as assigned.

Qualifications:

• A bachelor’s degree in information technology / Computer Science or related disciplines e.g. Engineering
• Candidates with 1-2+ years of experience are preferred.
• Exceptional skills/talent troubleshooting complex web-based application/system issues.
• Strong skills in Jira, Agile tool, source controls tool- Git.
• Hands-on Using Test Automation Tools or any ticketing system.
• Strong problem-solving and analytical skills, coordination skills, and interpersonal skills.
• Mobile and Web debugging and inspection tools i.e. Firebug, Charles Proxy, Fiddler, etc.
• Mobile iOS and Android testing - emulation and device.
• Excellent verbal communications and writing skills.
• Familiarity and experience supporting the Government of Ontario IT Standards (GO-ITS) is a plus.
• Bilingual (English/French) is a plus.
• Implementing and/or supporting large and complex web-based applications using Open Source, 3rd party COTS, and relational database (Oracle and/or MS SQL) is a plus.
• Bilingual (English/French) is a plus.
• Ability to work under limited supervision.

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.