Quality Assurance and Application Support Analyst

Why FirstOntario?
FirstOntario Credit Union is one of the largest credit unions in Ontario. We are a trusted co-operative financial intuition dedicated to providing competitive banking products and services and a quality Member service. More than 118,000 Ontarians choose FirstOntario for their financial needs - from chequing and savings accounts to loans and mortgages and highly qualified investment advice. Our Membership does more than save you money on fees, it also makes you an Owner. At FirstOntario, we believe the best way to ensure our success is by supporting the communities we serve. That's why our policies include volunteering our time, talent and resources to worthy local causes and events. It's also why we reinvest our profits in the same places they're earned, and why we sponsor programs that promote financial literacy and economic development.
Job Overview

The Quality Assurance and Application Support Analyst ("Analyst") is responsible for leading and participating in developing and establishing quality assurance standards for the T24 banking system. Additionally, this role is accountable for performing tests on software application to isolate and solve issues, including initiating tests, analyzing results and finding solutions to technical problems. The Analyst will also be responsible to provide second level support to resolve incidents and find resolution for FirstOntario employees. They will use their knowledge, research skills, critical thinking and effective communication on a broad range of application services. The Analyst, from time to time, is also responsible for gathering and analyzing data in support of business cases, proposed projects and systems requirements.

Role

Accurately design test plans on software applications based on business requirements and technical specifications

Take the lead on building and executing automated testing scripts in support of the test plans

Accurately record and document results and compare to expected results

Thorough defect management, effectively identify software failures so that defects may be discovered and corrected, be proactive in documenting anomalies and issues and maintain database of software defects

Efficiently generate historical analysis of test results

Thorough functional testing and load testing, carefully verify specific action or function of code

Actively ensure compliance with general programming best practices, accepted web standards and those standards set forth in FirstOntario's documented policy and procedure

Lead and participate in testing sprint/update meetings

Contribute and actively participate in application security audits

Contribute in application planning meetings

Accurately maintain and ensure FirstOntario's data integrity standards

Investigate customer concerns and non-conformance issues in a timely manner

Be responsible for providing application instructions for users and meticulously document significant error handling procedures for application code

Diligently provide second line of support to the Service Desk and with tickets

Act as a true business partner by means of escalating concerns to vendors and accurately maintain issue logs using Validate tools

Analyze results, make recommendations for support process improvement, and implement changes

Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution

Methodically evaluate documented resolutions and analyze trends for ways to prevent repeated future problems while developing and maintaining a comprehensive knowledge base of all supporting application documentation

Be responsible for second line of support tickets from end users to resolve application and software issues

Diligently prioritize, schedule, and administer all instances where enhancements and defect resolution are required

Provide timely and accurate reports on status of assigned users requests

Openly communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders

Support testing fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved

Identify and learn appropriate software applications used and supported by the organization and develop an understanding of all technologies and business solution impact using knowledge of the environment and good judgement

Provide support for your business partners including but not limited to Release & Change Management and interact with vendors to support implementations and resolve issues

Provide support for the testing of new and existing applications under development or consideration for purchase on occasion

Build excellent working relationships with vendors and manage any vendor issues that arise

Consider health & safety as a primary concern to ensure the safety of self and others

Perform other duties as assigned

Required Skills

Have a post-secondary diploma or degree in computer science or equivalent in a related program and at least five (5) years of banking experience

Advanced knowledge of tools, concepts and methodologies of QA

Advanced knowledge of MS Office

Have knowledge of application development best practices

Be an analytical thinker with attention to detail, who can estimate the scope of IT initiatives and work smart should difficulties arise

Be quick to respond to requests for service from all of your clients in a manner which is clearly understood

Be analytical and detailed oriented when dealing with technical support issues and IT projects

Openly share your knowledge with the team

Demonstrate a high level of integrity and be trustworthy

Be approachable with your superior interpersonal skills

Demonstrate superior written and verbal communication skills

Confident handling difficult and challenging situations and deal with uncertainty

Be aware of and mitigate enterprise risk factors and ensure compliance with applicable regulations, legislation and FirstOntario policies and procedures

Be available to work evenings and weekends as the job demands and travel as required

Be actively participating in an on-call rotation

Our Story

Our emphasis on service means we're constantly searching for new team members whose dedication to helping people is as powerful as their ambition to succeed. We're committed to providing professional development, and to extending employee activities beyond day-to-day operations to support the communities where we're located. Our people are the difference, it's a part of why we love coming to work.

FirstOntario is proud and privileged to be able to assist and touch the lives of so many in our communities.

We believe giving back to our communities helps everyone.

We believe in volunteering, active community support and participation.

We believe in investing our profits back into the credit union and the community.

We believe in finding solutions to help our Members and communities.

If this sparks your interest and you demonstrate high levels of integrity and credibility, we should talk. Check out our website for the full job description and prepare your cover letter and resume listing your experience, qualifications, and submit it online through our careers page on the company website.

We appreciate all who express interest; however, only those selected for an interview will be contacted. No phone calls please.

FirstOntario Credit Union will provide accommodations for persons with disabilities, where needed, to support their participation in our recruitment process.

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