Business Application Support Analyst

About Export Development Canada (EDC)

EDC is a financial Crown corporation dedicated to assisting Canadian businesses in thriving globally by providing innovative financial solutions and expert advice for expanding into new markets and managing risks. Working at EDC means contributing to Canada's global success through trade.

Position Overview

We are seeking a Business Application Support Analyst who will report to the Director of Application Operations. This role involves collaborating with various product owners and technical teams to enhance the reliability and availability of digital applications that support business operations. The analyst will use digital principles and an ITIL-based approach to improve business performance by minimizing disruptions caused by application issues.

Key Responsibilities

• Advocate and implement ITIL processes throughout application support activities.
• Rapidly acquire knowledge of new technologies and business requirements, translating them into actionable agile stories.
• Break down complex technical information for comprehension by non-technical stakeholders.
• Influence and negotiate with stakeholders to resolve conflicts and present complex issues effectively.
• Analyze business changes arising from new digital capabilities and assess their impact on processes and data integrity.
• Create clear, concise, and comprehensive documentation to facilitate validation and support technical teams.
• Provide thorough problem management, including root cause analysis, known error reporting, and follow-up with relevant teams.
• Manage ticket workflows, change management documentation, and coordinate application deployment and testing.
• Serve as a liaison with vendors for escalated support issues, ensuring service level agreements are met.
• Promote knowledge sharing by documenting support procedures and known errors.
• Work collaboratively within teams and maintain positive relationships to ensure effective communication and delivery.
• Help prioritize backlog items and communicate evolving impacts during agile delivery.

Candidate Requirements

• Bachelor’s degree in Computer Science, Engineering, Management Information Systems, or related discipline.
• At least five years of experience supporting enterprise business applications within complex IT environments, including incident and problem management.
• Proven expertise in applying and mentoring others on ITIL frameworks.
• Demonstrated ability to manage unique business applications and adapt to evolving priorities.
• Skilled in translating business needs into digital outputs such as user stories, acceptance criteria, and business process maps.
• Strong communication capabilities for engaging both technical and non-technical audiences.
• Capacity to manage multiple concurrent complex requests and articulate changes in business terms.
• Broad understanding of technologies and their potential for enabling business opportunities.
• Proactive in identifying process improvements and challenging existing practices.

Desirable Qualifications

• ITIL certification and IT service management software expertise.
• Certification in Root Cause Analysis and Agile methodologies.
• Business Analysis certifications such as CBAP®.
• Experience with Customer and User Experience initiatives.
• Knowledge of Microsoft Office 365, Microsoft Office Suite including Visio, PowerPoint, Excel, as well as tools like TFS or Azure DevOps.
• Networking fundamentals and digital delivery experience including mobile solutions.
• Basic understanding of banking, cash flow, and loan management.
• Bilingual proficiency in English and French.

Employment Conditions

• Position is based in Ottawa with a hybrid work model requiring two days onsite weekly, increasing to three days from September 2026 (subject to change).
• Permanent full-time employment with salary range for Service Analyst 17 level from $84698 to $112931 per year plus performance incentives.
• Relocation assistance available for eligible candidates.
• Security screening and legal work authorization in Canada required (Canadian citizens or permanent residents preferred).

Employee Benefits & Culture

• Competitive compensation and benefits supporting work-life balance including paid vacation, corporate closures, summer early Fridays, and no meeting Fridays.
• Continuous professional development through training and language courses.
• Inclusive and diverse workplace culture valuing equity and diverse perspectives.
• Wellness programs and mental health resources.
• Opportunities for community involvement and social responsibility initiatives.

Application Information

Applicants must clearly demonstrate how their qualifications match the role requirements. Preference will be given to candidates legally able to work in Canada by the application deadline of July 24, 2026, 12:00 PM ET. Only shortlisted candidates will be contacted. Qualified applicants may also be considered for comparable positions within EDC.