Support Analyst - Enterprise Web Applications
March 17, 2009 8:57 AM

Who are we?
MD+A Consultants is a boutique IT consulting firm based in downtown Toronto. We provide strategic and project management consulting services to the healthcare, public and non-profit sectors. Since 1999, MD+A Consultants has focused on understanding the challenges facing organizations in health, human and social services. Although we're IT experts, our strategies begin with people and their needs. Working together, we've been a key contributor to innovative technology projects that have solved business problems, improved efficiency and given our customers better ways to serve their clientele. We're small, agile, innovative and entrepreneurial, and we look for team members who are independent thinkers and adapt quickly to new challenges.
What we need:
We're looking for an Application Support Analyst with proven skills in customer service and QA, and strong user-level knowledge of web application functionality and development. You don't need to be a programmer or a sysadmin, but you should have a reasonably sophisticated knowledge of what enterprise web applications are and how they're used and administered. You'll be working with our customers and our developers to track down, test, document and resolve any issues with the way our application works and identify opportunities for improvement.
Points to consider:
* Our clients need help managing and maintaining their custom web applications; you won't be supporting networks, computers, or operating systems.
* Your focus will be on the end users, especially the administrators using the back end tools associated with the application to manage content, users and reports.
Who are you?
* You're a fast learner who's prepared to jump in and start making a difference for our clients right away, learning as you go.
* You're someone with strong active listening skills who can work with frustrated customers to identify root problems and opportunities to improve our applications.
* You have the analytical skills and business savvy to recognize when a pattern of complaints actually points to an unmet need.
* You obsess over small details; if something seems strange or wrong, you're driven to keep investigating until you've figured it out.
* You're comfortable working with “techies”, and have the ability to clearly communicate technical issues, both verbally and in writing, easily shifting between technical and non-technical audiences.
* You've had experience coordinating projects involving multiple team members.
* You've got some familiarity and experience with web development tools and techniques (e.g. HTML, PHP and CSS templates).
* Some experience with application testing would be a great advantage.
* You'll work with our customers to track down and resolve any application issues, and identify opportunities to enhance their experience.
* You'll document issues and apply your analytical skills to figure out where things are going wrong.
* You'll communicate the issues clearly to our development team and coordinate their resolution, ensuring that fixes are timely and effective.
* You'll carry out formal QA testing of application features and fixes for functionality and client acceptance.
* You'll manage basic content updates, including some simple HTML coding, using a CMS interface.
* You'll maintain documentation and training resources and help teach our clients how to use the application.
The Final Word:
* This is a six-month contract with the potential for renewal.
* Compensation will be commensurate with your responsibilities and experience
* To apply, please email a resume and cover letter to
* Unfortunately, due to the high volume of applicants expected, we will only be able to respond to shortlisted candidates.

payscale: $35000-$45000
job type: contract
posted by sevenyearlurk to Web/HTML/Info Design

This job has been filled.

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