Venor is proud to partner with our client, Provident10, to lead their search for an Applications Support Analyst.

“Provident10 is the largest pension plan in Newfoundland and Labrador and one of the largest  pension plans in Atlantic Canada – representing 1 in 9 Newfoundlanders and Labradorians. Their team proudly oversees the pension administration and investment management of the $11 billion Public Service Pension Plan Fund. 

Some would say we’re in the pension business. We like to say we’re in the people business. One that focuses on creating an inclusive and diverse culture for everyone who  comes through our doors. One that puts our 55,000 members at the heart of everything we do  because they deserve nothing less than a secure, stable future to build upon. One that can include YOU.

Modern. Focused. People Centric. The foundation for our vision.  

For us that means creating a seamless experience for members and a positive culture for our  employees; ensuring the organization remains efficient and agile, as we continue to make smart  investments for growth – all while embracing technology and ensuring a consistent experience  for our members.”

Position Summary 

Provident10 is currently looking for an Applications Support Analyst to join their Systems and Quality team. With a modern, cloud-first architecture and digitized work-environment, our Systems and Quality team takes pride in delivering innovative IT services and support to Provident10 employees and board members. 

As the Applications Support Analyst, you will be a key team member in the provision of core application maintenance and support services to their internal stakeholders and will contribute to the ongoing core application enhancement and implementation activities. You will oversee full system lifecycle activities, including requirements gathering, QA, testing, and documentation, while supporting audit processes and vendor interactions. Finally, you will be responsible for Systems and Quality Technical Writing and will provide backup for the Data Analyst. 

Your key activities will include: 

• Responsible for the ongoing support and remediation of core application support, maintenance, enhancements, upgrades, and implementations. This includes: ServiceNow, Laserfiche, Safe, and BenPlus.
• Triage incoming support requests and collaborate with users to reproduce, document, and escalate issues. 
• Collaborate with users to test/validate software fixes. 
• Track issues resolution against vendor SLAs to ensure compliance. 
• Prepare, review, revise, and maintain technical documents, including software and  systems engineering, system operations, testing, and user documentation.
• Support and maintain the full system development lifecycle for ongoing enhancements and new projects.
• Draft existing and new Systems and Quality technical policies and procedures for  technical and non-technical audiences. 
• Actively participate in audit activities, working with users, vendors, and auditors to ensure system and user documentation meets compliance and audit standards.
• Provide backup and support for data analysis activities. 
• Report on support metrics including SLA tracking, escalations, etc.  

What you’ll bring to the role 

• A bachelor’s degree, or college diploma in application analysis development or related field, supplemented by two to five years of work experience in a related function. Equivalencies will be considered.  
• Experience working in an applications production support/application development environment.
• Experience in prioritizing and understanding the lifecycle of documentation from pre release through on-going maintenance. 
• Familiarity with the Software Development Lifecycle, requirements elicitation, and software quality assurance. 
• Knowledge of business process analysis and process automation. 
• Working knowledge of Laserfiche, ServiceNow, Sage, or BenPlus is considered an asset. 

Venor and Provident10 embrace a culture of belonging in the workplace. No matter who you are, where you’re from, how you think, what you believe in, or who you love, your application is welcome. Diversity is appreciated and there is understanding that we all come from different backgrounds and different walks of life, bringing in unique perspectives and experiences. Applications from 2SLGBTQ+, Black, Indigenous, and People of Colour (BIPOC), women, newcomers to Canada, and people with disabilities are encouraged. If you require any accommodation in the application and interview process, please let us know.