Systems and Operations Analyst

Reporting to the Senior Manager, Technology Operations, the Systems and Operations Analyst is responsible for working with, and advising business stakeholders across the organisation to run, maintain and improve their information technology systems. They are a trusted advisor and point of contact for business stakeholders into the IT organisation and its internal processes. The Systems and operations Analyst will help identify and troubleshoot problems with systems, and provide oversight of external software system providers and vendors. When system updates are required, the Systems and Operations Analyst will manage the upgrade process with the various internal and external stakeholders, most often in collaboration with the software system provider. They will work with the business stakeholders to test the system and assist in rolling it out to production. 

The Systems and Operations Analyst will also be responsible for cloud infrastructure maintenance and upkeep, on-going daily operations performance and availability, as well as infrastructure and application monitoring. Working closely with members of the Technology Operations team, they will ensure production operational integrity and reliability for all critical systems, with particular emphasis on systems that pertain to business continuity. 

DUTIES AND RESPONSIBILITIES:

• Work with business stakeholders to define and prioritize business requirements within their departments for new system implementations or enhancements

• Support business units to articulate their business needs, create business cases and requests for Information Technology work 

• Guide the business unit through the Corporate Governance process used for project approval and prioritization

• Implement or enhance infrastructure as it relates to new system implementations and integrations

• Assist with upgrades to existing commercial software

• Collaborate with Business Analysts, Project Leads and IT team to resolve issues,  ensuring solutions are viable and consistent

• Participate in application deployments and routine maintenance

• Troubleshoot and manage the resolution of technical issues, working with business stakeholders, Information Technology, and external software providers

• Provide and maintain infrastructure, system and application monitoring and alerting, to ensure operational integrity and performance of AWS infrastructure

• Build and maintain accurate documentation for Business stakeholders, Help Desk and Systems Operations team

• Prepare and/or analyse Change Requests for all work to be performed and maintain a record of these requests

• Participate in post incident reporting (PIR) analysis and preparation.

• Adhere to security and compliance requirements

• Participate in after hours, on call rotation

• Perform other related duties as required

• 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. 

QUALIFICATIONS:

• 3-5 years experience working with information technologies and systems analysis

• Experience with AWS and cloud-based software systems, including PaaS, SaaS and hosted systems

• Experience installing, configuring, documenting, testing, training, and implementing new applications and systems

• Experience supporting technology operations systems (servers, applications)

• Experience with the integration of applications and systems

• Proven critical thinking and analytical skills required to diagnose and remediate issues

• Proven ability to assess business needs and translate them into relevant solutions

• Proven ability to implement, coordinate and manage the delivery of projects

• Proven ability to work on multiple projects with multiple deadlines

• Excellent collaborator with strong communication skills

• Availability to work off hours (including evenings, weekends and holidays) if required 

• Working knowledge of a wide variety of programming languages is an asset

• Computer science or information technology degree or diploma, or equivalent experience

• Mandatory COVID-19 Vaccination
  
  

LOCATION: Toronto (250 Yonge Street)