Application Support Analyst

The Application Support Analyst is responsible for providing end-to-end production support for .NET, C#  based Web/Desktop applications at Nelnet Canada. This role focuses on ensuring application stability, timely incident resolution, and continuous service improvement through strong technical troubleshooting, operational excellence, and collaboration with business and IT stakeholders. Compensation Range for this Role: $75,438 - $95,000 CAD (based on experience) This role has a hybrid work requirement of 2 days minimum in office per week. Additionally, this position requires the successful completion of a Government of Canada Reliability Clearance (PERC) as a condition of employment. Candidates must be eligible to obtain and maintain the required clearance throughout their employment. Job Responsibilities: - Provide production application support during business hours, with participation in a rotational after-hours on-call schedule(evenings and weekends) to resolve critical and time-sensitive issues. - Investigate, diagnose, and resolve application incidents and operational requests, working closely with business users, vendors, and internal IT teams to ensure timely resolution. - Manage and resolve incidents, service requests, problems, and changes in accordance with ITIL Service Management practices. - Perform data validation and analysis using SQL queries, SSMS, and related tools to ensure data accuracy and system integrity. - Troubleshoot and resolve failures in scheduled Control-M jobs, including SSIS packages, file transfers, batch processes, and web service integrations. - Analyze application logs and system metrics to proactively identify issues in both production and non-production environments. - Create, maintain, and continuously improve knowledge base articles, runbooks, scripted resolution playbooks, and operational documentation. - Support application deployments and changes by participating in change management activities, risk assessments, and post change validation. - Contribute to process improvements, automation initiatives, and operational efficiency enhancements. - Perform additional duties and support-related projects as assigned Required Experience & Qualifications - 3+ years of experience in an Application Support, Production Support, or similar technical support role. - Strong hands-on experience with ITIL Service Operations, including Incident, Problem, and Change Management. - Proven experience using service management tools such as ServiceNow (preferred) and/or JIRA. - Minimum 2 years of experience supporting and debugging .NET and C# applications, with the ability to analyze code-level issues. - Solid experience troubleshooting production and non-production environments through log analysis and root cause investigation. - Proficiency in writing and executing SQL queries using SQL Server Management Studio; experience with SSIS is a strong asset. - Experience supporting and monitoring batch and scheduling tools such as Control-M. - Familiarity with scripting and automation using PowerShell. - Strong analytical, problem-solving, and communication skills. - Ability to work independently and collaboratively while managing multiple priorities in a high-pressure environment. - Must meet Canadian residency requirements (minimum 5 consecutive years) and successfully pass a reliability screening Nice to Have - Exposure to GitHub Copilot or other AI/automation tools to accelerate troubleshooting and analysis. - Experience supporting REST and SOAP-based services. - Knowledge of IIS configuration, performance tuning, and troubleshooting This position is for an existing vacancy within our organization. Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: .