Application Analyst

<p>The Applications Analyst responsible for providing support and administration services to ensure reliable, efficient operation of the IT applications across all aspects of Methanex&
39;s business. As a member of the Global IT Applications support team, this role should demonstrates outstanding customer service skills, day-to-day support, proactive monitoring and management of the IT applications and strives to continuously improve application support quality, service levels, applications sustainability and reduce operation costs.</p>

<p>&nbsp;</p>

<p><u><strong>Position Responsibilities:</strong></u></p>

<p><strong>IT Applications Support</strong></p>

<ul>
<li>Works to deliver IT applications services as per agreed SLAs by guiding incident resolution, problem management and maintenance activities</li>
<li>Provide outstanding customer service to deliver second and third level applications support, technical advice and training to the Methanex user community for the assigned business applications.</li>
<li>Assist the Service Desk and identified SMEs to provide effective first level support for these systems Application administration duties include software installation, configuration, patching &amp; upgrades, performance monitoring/tuning, data loading, environment management, backup/recovery, and disaster recovery testing</li>
<li>Ensure data accuracy in Methanex Service Desk system to support KPI reporting and analysis including accurate ticket categorization, timely completion/updates of records and resolution documentation</li>
<li>Work with Service Owners to deliver IT applications services to the agreed SLAs by guiding incident resolution, problem management and maintenance activities</li>
<li>Oversee the operation of reliable, secure and performant IT application services as well as their associated reporting, application extensions and integrations. This consists of support, monitoring, maintenance and troubleshooting of applications, including 24/7 on-call coverage and oversight of application managed services providers</li>
<li>Act as a focal point for communicating IT applications systems and collaborate with other IT teams on changes, fixes and updates</li>
<li>Application support includes standard services such as user account management and answering application questions, incident investigation and resolution and implementing applications improvements and break fix systems modifications. Managing user expectations and communication, application support may involve liaison with SMEs, IT colleagues, Application Managed Service providers or software manufacturers</li>
<li>Work with business stakeholders to analyze requirements, assess feasibility, prioritize, design, develop, document and modifications to applications, interfaces, conversions or reports</li>
<li>Maintain an understanding of business system components so as to be able to effectively troubleshoot problems. Maintain knowledge of industry best practices and future technology advances in order to recommend process enhancements and efficiencies</li>
<li>Ensure team applies Methanex change management procedures to all software releases, application patches and configuration changes to comply with architecture standards and are thoroughly tested before promoting to production</li>
<li>Maintain and execute test procedures for disaster recovery, network, security and other related matters&bull; Ensure application systems conform to regulatory compliance requirements impacting IT</li>
<li>Maintain user documentation and system operation guides, IT knowledge base and software asset databases</li>
<li>Undertake after-hours support for business critical applications. This will be either as telephone support for emergency situations, or agreed planned after-hours work</li>
</ul>

<p><strong>Project Support</strong></p>

<ul>
<li>Actively participate in global manufacturing IT applications projects and initiatives</li>
<li>Support transition of new applications from development to production, including testing, user training, go-live and post go-live support, as well as the decommissioning of legacy applications</li>
</ul>

<p><strong>Policies and Procedures</strong></p>

<ul>
<li>Adhere to Methanex Manufacturing IT Applications change and release management procedures to ensure all software releases, application patches and configuration changes comply with architecture standards and are thoroughly tested and documented before promoting to production</li>
<li>Ensure applications are maintained in accordance with regulatory requirements and Methanex security policy and standards.</li>
<li>Provide inputs to IT policies, procedures and standards</li>
</ul>

<p><strong>End User Training</strong></p>

<ul>
<li>Develop end user training curriculum and materials</li>
<li>Provide user training in either a formal or informal setting</li>
</ul>

<p>&nbsp;</p>

<p><u><strong>Position Qualifications:</strong></u><br />
<br />
<strong>Education:</strong></p>

<ul>
<li>Bachelor&
39;s Degree in computer science, Management Information Systems, or related field</li>
<li>ITIL certification an asset</li>
</ul>

<p><strong>Experience/Knowledge:</strong></p>

<ul>
<li>Minimum of 3 years supporting or administering business applications in an enterprise environment</li>
<li>3+ years in OSI PI Application Support - Experience in PI administration, support and configuration</li>
<li>Experience working with Maximo</li>
<li>Working knowledge of application architectures, APIs, business intelligence and reporting tools, relational databases, application servers and programming languages such as Java, JSP , SQL or Visual Basic for Applications</li>
<li>Knowledge in PowerBI, Cognos and O365 an asset</li>
<li>Outstanding customer service skills, including excellent written and verbal communication skills</li>
<li>Demonstrable experience managing multiple tasks and responsibilities in a high-pressure environment, excelling at pinpointing and resolving problems</li>
<li>In-depth business process knowledge in one or more business areas e.g. accounting, plant asset management</li>
<li>Fluent English is essential</li>
<li>Advanced knowledge of relevant business application(s) and industry best practices</li>
<li>Experience of business process modelling, developing functional or technical specifications and the Systems Development Life Cycle</li>
<li>Familiarity with service management tools such as Service Desk Plus</li>
<li>Experience working with global teams in a multi-disciplined/ multi-functional team environment</li>
<li>Understanding of the Petrochemical industry is an asset</li>
</ul>