IT Systems Analyst
CAA - Thornhill, ON

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Job Description:
CAA South Central Ontario has been successfully servicing our members and customers for over 100 years. Our vision is to be the leading membership organization in Canada by delivering first class quality service, unparalleled member satisfaction and profitable growth. Our high quality of service can only be achieved through our employees. We are always looking for enthusiastic people who have a proven ability to provide exceptional experiences to our members, customers and associates.

The Information Technology department is seeking a highly motivated and career-minded individual to join their team as an IT Systems Analyst:

This hybrid role will work with technical support teams to address design modifications, production incidents continuously improve business technologies and drive adoption of Continuous Delivery patterns within the CAA SCO organization, and translate the impact and benefits of Continuous Delivery to business stakeholders. The primary focus is on developing software fixes the right way and will maximizing efficiency within the SDLC through automation. He/She will work closely with both Agile developers and Infrastructure support team members on a daily basis.

In this role, your responsibilities will include, but not be limited to:
Provide level 2 application and systems support for Mission Critical Legacy and web/mobile applications for both internal and external clients and communicate technical issue resolution via email, phone, and web during customer-facing meetings;
Maintain priority of technical issues and product enhancements specific to customer priority and SLAs;
Analyze user requirements, procedures, and problems to automate or improve existing systems and review computer system capabilities, workflow, and limitations;
Accurately record a detailed description of known issues;
Develop automation to quickly and rapidly deploy solutions to manual workaround's;
Actively participate on code releases and roll-out of new functionality;
Assist in creating support transition plan for new systems/releases and ensure changes are production support ready;
Perform ongoing system maintenance and monitoring to ensure adherence to contracted service level agreements;
Maintain effective relationships with business users and other IT teams;
Provide training to new hires, level 1 support and end-users as required;
Document the technical specifications for data, workflow, logical processes, and any interfaces with other information systems;
Participate in the building of tools and processes to support the infrastructure;
Contribute to the creation of system support documents such as run books used by our NOC and Application Support teams;
Leverage scripting to build required automation and tools on an adhoc basis;
Operate the platform within our security and privacy guidelines;
Learn on the job and explore new technologies with little supervision;
Designing and directing the implementation of continuous Integration and Delivery Pipelines;
Leading DevOps environment support escalations, technology architecture and Infrastructure design activities within the system support and infrastructure organization;
Advising project leadership on the principles of Continuous Delivery, Highly availible systems and DevOps;
Developing a high level design which supports a robust technology solution, taking into account the user requirements, technical requirements etc.
Coaching and mentioning junior DevOps professionals;
Driving and Supervising technology build, test and deployment activities;
Lead and participate in various projects as assigned by Management
Rotate 24x7 On-Call duty with other team members.

Job Requirements:
College or University degree in Computer related studies
Minimum of 3 years experience in Systems Analyst or similar role supporting Legacy and Web Applications.
Strong knowledge and experience of full system development life cycle.
Strong understanding of Object Oriented programming methodologies and Service Oriented Architecture (SOA).
General systems knowledge (i.e. Windows Server 2008/2012, networking and network load balancers)
Strong understanding of client server architecture, web services (IIS/.Net) and database systems
Solid experience in RDBMS, data structures and database methodologies and strong report development and software development capabilities.
Ability to test and debug computer programs.
Demonstrated proficiency in the following: BASIC, C#, VB.Net, MS SQL Server including SSIS, Reporting Services. Nice to have ASP.Net.
Experience with Rocket Universe Database desirable.
Nice to have experience in Messaging Queue applications e.g. Rabbit MQ
Solid understanding of scripting languages & other tools (dynatrace/Compuware APM, Microsoft System Center);
Analytical skills to research and correlate information from disparate sources to formulate findings and root cause of reported issues
Knowledge of ITIL framework (Service Desk management, Incident management, Problem management, Change management and Release management)
Ability to recognize areas in need of improvement and solve complex problems related to interconnected software components
Excellent organizational skills for managing multiple tasks.
Strong written and oral communication skills.
Ability to work effectively and productively within a team environment.
Intense problem solving abilities.
Interacts and deals with vendors and users of all levels.
Ability to work effectively and efficiently in a fast-paced, ever-changing, team environment
Retail, Travel, Insurance or Financial institution experience an asset
Ability to support 24x7 on call rotation.


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