Systems Analyst

Reporting to the Director, Information Technology, the Systems Analyst is responsible for work with and advising business stakeholders across the organization to run, maintain and improve their information technology systems. They are a trusted advisor and point of contact for business stakeholders into the IT organization and its internal process. They help to identify and troubleshoot problems with systems, and provide oversight of external software systems providers and vendors. When system updates are required, the Systems Analyst will manage the upgrade process with the various internal and external stakeholders, most often in collaboration with the software system provider, and working with the business stakeholders to test. The Systems Analyst is also responsible for coordinating and executing internal information technology tasks required for system implementations. In addition, the System Analyst will help the business stakeholders to articulate their business needs in support of the creation of businss cases and requests for information technology work and to help guide the business unit through the corporate governance process used for project approval and prioritization.

• Oversee and manage upgrades to existing commercial software
• Work with business stakeholders to define and prioritise business requirements within their departments for new system implementations or enhancements
• Work with business stakeholders and the Solution Delivery team to prioritize projects in the overall roadmap
• Collaborate with Business Analysts, Project Leads and IT team to resolve issues and ensuring solutions are viable and consistent
• Troubleshoot and manage the resolution of technical issues, working with business stakeholders, Information Technology, and external software providers
• Provide second-level support for incident tickets related to commercial software, spanning system function, network, and infrastructure
• Work with Technical Operations Analysts and Security to remediate issues affecting Software Systems, potentially including tasks that extend into network and infrastructure
• Build and maintain accurate system documentation for the Help Desk team
• Responsible for analysing and/or preparing Change Requests for all work to be performed on Commercial Software Systems and maintain a record of these requests
• Participate in post incident reporting (PIR) analysis and preparation.
• Actively participate in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy

BEHAVIOURAL COMPETENCIES:

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus. 

• Bachelor's degree in computer science or information technology, or equivalent experience, 4-6 years experience working with information technologies and systems analysis
• Proven critical thinking and analytical skills required to diagnose and remediate issues
• Proven ability to assess business needs and translate them into relevant solutions
• Experience implementing and  documenting new applications and systems
• Proven ability to implement, coordinate and manage the delivery of projects
• Understanding and experience with querying databases and writing reports
• Proven ability to assess business needs and translate them into relevant solutions
• Experience installing, configuring, documenting, testing, training, and implementing new applications and systems
• Experience with the integration of applications and systems
• Availability to work off hours (including evenings, weekends and holidays) if required
• Experience and understanding of cloud-based software systems, including PaaS, SaaS and hosted systems. Specific experience with AWS is an asset
• Working knowledge of a wide variety of programming languages is an asset
• Experience with technology operations systems is an asset
• Mandatory COVID-19 vaccination

LOCATION: Toronto (Billy Bishop Toronto City Airport - YTZ)