Technical Support Specialist jobs in Ottawa, ON

Application deadline: July 24, 2026 12:00PM ET

Join the EDC Team!

At EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade.

Position: Business Application Support Analyst

Employment Type: Permanent

Compensation Details:

• Service Analyst 17: Salaries typically range from $84,698 to $112,931 annually, based on qualifications and experiences, plus a performance-based incentive.

Location:

• Export Development Canada operates in a hybrid work environment, with a current requirement of two in-office days per week, increasing to three days per week in September 2026 (subject to change).
• This role can be performed from EDC’s headquarters in Ottawa.
• Relocation assistance is available for candidates who meet the eligibility criteria.

Internal Employees, please consult the ServiceNow article entitled Internal movements – what you need to know.

About EDC:

At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.

Why Join EDC?

• Comprehensive Benefits: EDC offers a competitive compensation & benefits package, work-life balance, & the opportunity to help make Canada and the world better through trade.
• Work-Life Balance: EDC offers a competitive compensation package & work-life balance. We have hybrid work options, 3 to 4 weeks paid vacation, a corporate closure period, summer early Friday’s & no meeting Fridays.
• Professional Development: Take advantage of our continuous learning opportunities, including training programs, workshops and language training.
• Inclusive Culture: Be part of a diverse and inclusive workplace that champions employment equity & values diversity of ideas, strengths, & backgrounds to succeed.
• Wellness Programs: Access to wellness initiatives, mental health support, and fitness programs to keep you healthy and happy.
• Community Engagement: Participate in volunteer opportunities and give back to the community through our various social responsibility programs.

Team Overview:

The Digital & Technology Solutions (DTS) group under the leadership of the Chief Information Officer was established in 2023 with the mission of empowering our customers and colleagues to take on the world, by seamlessly delivering secure and reliable digital experiences. Digital & Technology Solutions has set out to achieve the following objectives for EDC:

• Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC’s 2030 business transformation.
• Establish and manage the rolling 3 Year Digital Roadmap that sequences the technology outcomes required to achieve the technology target state and facilitate its execution across all domains in the organization.
• Keep pace with industry trends and emerging technologies, ensuring EDC has access to the digital technology tools it needs to stay relevant in the market and grow Canadian global trade.
• Lead and ensure integrated digital, data, infrastructure, and cybersecurity implementations to create excellent customer, user, and employee experiences.

The Business Application Support Analyst reports directly to the Director of Application Operations. The Business Application Support Analyst works closely with different product owners and technical communities to increase stability and availability of digital solutions that support the business needs. The Business Application Support Analyst, while applying digital principles, works to increase business performance by reducing productivity loss caused by applications impediment. They are responsible for providing enhanced support analysis to EDC business applications through investigation, analysis of data and applications functionality. They validate their findings that translate into tangible action supported by communications, ITIL process lifecycle (incidents, requests, problems and changes), Agile stories (EPIC, Features, Stories and Tasks) and other documentation.

The Business Application Support Analyst works with delivery squads, various technology stakeholders, and internal customers to identify and maximize opportunities to leverage information and technology capabilities to enable business use cases. The Business Application Support Analyst, is responsible for the support demands coming to the Application Operations team, participates in the reviews of the backlog demands and helps build the proper recommendations to meet the increasing growth in support requirements for EDC applications. The Business Application Support Analyst follows and champions EDC’s internal support processes that follow the ITIL framework. The Business Application Support Analyst is playing a bridge role between delivery squads and business owners by ensuring problems are properly escalated after root cause analysis is completed and recommendations are provided, and ongoing communications are happening throughout the life of a problem.

What you will be doing:

General Responsibilities:

• Champion ITIL processes.
• Apply digital principles.
• Quickly learn new technologies.
• Quickly understand business needs and translate them into agile stories.
• Deconstruct complex technical solutions and explain them to a non-technical audience in simple and clear terms.
• Present complex or conflicting situations/issues to stakeholders. Uses influencing, negotiation, and conflict resolution skills.
• Identify changes in business terms, because of the introduction of new digital capabilities.
• Solve problems leveraging critical thinking concepts and data.
• Utilize broad knowledge of business processes, applications, products, business strategy, and internal and external customer needs to contribute to the optimum business solution.
• Recognize pro-actively where solutions impact related applications, business processes, or data/information integrity.
• Participate in informative presentations and facilitate sessions to review requirements and identify gaps; ability to bring others to agreement around a set of ideas to achieve the goal or bring about beneficial resolution.
• Deliver clear, complete, and usable documentation, that is right sized for the product, and that the client and/or product owner can validate to support the sign-off process; and is serviceable for the technical project members to deliver the solution.
• Provide business applications support through in-depth analysis of business knowledge, how it applies to the business functionality.
• Support Enterprise change management activities:
• • Ticket management
  • Ensuring proper documentation is provided for deployments.
  • Coordinate and/or participate in business application deployments and testing to ensure stability of the production environment.
• Contribute to major incidents related to business applications.
• Support and champion incident and problem management activities.
• Provide thorough detailed problem management including root cause analysis, reporting known errors, and assigning tasks to the appropriate peer groups and members to resolved.
• Provide oversight and liaison with vendors about support escalations.
• Contribute to effective knowledge management through knowledge sharing and transitions, and documenting support processes, known errors and relevant information.

Relationship & Change Management:

• Work collaboratively with the squad towards a common goal.
• Build, sustain, and leverage positive relationships with individuals within and outside their areas of immediate responsibility as well as external contacts; anticipating, assessing, and meeting their needs in a mutually beneficial manner; as well as managing expectations.
• Share industry best practices and tools to create a positive climate and stimulus to encourage long-term learning and development for personal growth and growth of others.
• Anticipate, prepare, and respond effectively to change, creating an open, receptive work environment.
• Build, sustain and leverage positive relationship with IT peer groups and the business, ensure open communications with required vendors in order to address and meet specific SLA’s and OLA’s.

Sprint-Level Delivery:

• When required, work closely with Product Owner/Scrum Master to ensure backlog of requirements/user stories are up to date, prioritized, refined, and ready for implementation in a sprint. Raise risk and impact of open problems to better help squad prioritize the work.
• Coordinate and communicate any changing impact to problems raised and escalated to squads.
• Apply agile mindsets when identifying and resolving any issues created by changing requirements.

What we are looking for:

• Bachelor of Computer Science, Engineering or Management Information Systems or related field.
• Minimum 5 years of experience supporting enterprise business applications, including incident management, problem management, and application operations within a complex technology environment.
• Strong experience in applying and coaching ITIL processes.
• Strong experience in supporting unique business applications and changing business priorities.
• Experience with translating user needs / future state design into a wide range of digital outputs, including but not limited to user stories, acceptance criteria, story maps, user guides, technical support books, quick reference end user guides, business process maps, and fit gaps.
• Excellent oral and written communication skills. Ability to communicate with both business and technical audiences. Strong listening skills.
• Ability to identify and simply articulate, in business terms, changes resulting from the introduction of new technologies.
• Ability to juggle multiple complex concurrent business requests.
• Strong understanding of how technologies can enable business opportunities.
• Broad knowledge and practical experience of industry standards, tools, and techniques.
• Background in Information Technology (applications and Infrastructure).
• Constantly looks for better ways of solving problems in existing processes. Not afraid of challenging the status quo and have an entrepreneurial spirit.

What will make you stand out:

• ITIL certification.
• ITSM tool knowledge.
• Root Cause Analysis Specialist certification.
• Experience and/or Agile certification.
• BA Certification such as Certified Business Analysis Professional™ (CBAP®).
• Strong Customer Experience (CX) and User Experience (UX) background.
• Knowledge of Microsoft Office 365.
• Networking experience.
• Digital delivery experience.
• Experience delivering Mobile solutions.
• Understanding of Full Microsoft Office Suite (Visio, PowerPoint, Excel).
• TFS (Microsoft Team Foundation Server) / ADO (Azure Dev Ops).
• Basic knowledge of banking, cash flow management, loans.
• Bilingual in both official languages (English and French).

Eligibility:

EDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canada at the time of application (Canadian Citizens or Permanent Residents). Candidates must meet the requisite government security screening requirements. The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date.

This position is open to individuals who meet all the essential criteria outlined above and submit their applications by the closing date. Ready to make a difference? This is your chance to join a dynamic, growing team and leave your mark on our organization, development finance, and the world.

Apply today!

Want to learn more about EDC? Check our website at https://www.edc.ca

EDC's Commitment to Employment Equity

Export Development Canada (EDC) is dedicated to fostering employment equity and building a diverse workforce. We are committed to creating a safe and inclusive environment that respects people from all cultures, backgrounds, and abilities. At EDC, we nurture a culture of inclusion and belonging where everyone has equal opportunity to grow, develop, succeed, and be their truest selves.

We actively encourage applications from women, Indigenous peoples, visible minorities, persons with disabilities, and members of the 2SLGBTQI+ community.

Your application must clearly demonstrate how you meet all the requirements. We thank all applicants' interest in a career at EDC; however, only those selected for an interview will be contacted. Please note that qualified candidates may be considered for similar roles at this level within EDC.

EDC recognizes that disclosing the need for accommodations can be a personal matter. Please know that as an organization, we are committed to maintaining confidentiality and ensuring that any accommodations provided are tailored to support your needs. Our aim is to ensure you have a comfortable and positive experience throughout the recruitment process, so please do not hesitate to contact us directly for any accommodation requests at accessibility@edc.ca. We are here to support you every step of the way.

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