System Support Analyst - Toronto, Canada - Great Gulf Group & Taboo Muskoka

Great Gulf Group & Taboo Muskoka

Verified Company

Toronto, Canada

4 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

JOB TITLE:
System Support Analyst - Level 2

DEPARTMENT:
Software Development

REPORTS TO:
Director, Software Development/VP Application Solutioning

LOCATION:
Head Office - 351 King Street East, Toronto

TRAVEL REQUIREMENT:

Up to 10%, other than regular commute to the office of employment. Travel between Employee's residence and office of employment does not qualify for reimbursement.

SUMMARY

KEY RESPONSIBILITIES

Triage System Support tickets using Fresh Works as ITSM Tool
Work closely with End Users to fully understand the issues they are experiencing and replicate it in a nonprod environment
Work closely with Level 1 support team and train them to be able to resolve majority of frequently repeating issues that do not require code changes
Work closely with Application Development Manager and Lead Application Developer to understand bugs and issues for open support tickets and complete fixes promptly within specific SLA targets to minimize the impact to the business
Perform Quality Assurance testing on selected items
Perform and coordinate User Acceptance Testing on related issues with end users.
Maintain Custom Report Templates using our internal reporting module
Participate in daily standups and other Scrum related meetings
Participate in Major Incident calls and perform Postmortem analysis and problem resolution afterwards
Strive to automate with DevOps and support an efficient CI/CD pipeline for continuous deployments
Conduct afterhour deployments during hours agreed with the business
Perform sanity check after live deployments during hours agreed with the business, including afterhours and on weekends.

COMMUNICATION/INFLUENCING OTHERS (Contacts)

This role will be interacting daily with colleagues across all departments on a daily basis.

EDUCATION AND EXPERIENCE (Education, Experience, Knowledge & Skills)

Strong written and verbal communication skills
Strong Customer Service skills
Must be able and willing to document code changes.
Good organizational skills
Ability to work independently, selfstarter.
Must be able to collaborate with a team or other departments.
3+ years PHP & SQL experience
Strong SQL skills, comfortable with writing and understanding complex SQL queries.
Experience with using Incident Management module in an ITSM platform
Experience with Fresh Works would be an asset
Knowledge of ITIL concepts and terminology; having one of ITIL certificates would be an asset
In depth knowledge of regular expressions
Must be comfortable in a Unix shell environment and with Apache server
Extensive experience with HTML, CSS, Javascript and JQuery
Knowledge of XML
Expertise with GIT version control
Git Lab or Git Hub;
Knowledge of Jira and Agile Software Development/Scrum Framework
Experience with Cloud Native Development and Cloud Serverless Architecture
Proficient with Test Automation and PHP Unit Framework
Experience with RPA or Selenium would be an asset
Extensive experience with large enterprise software development, SDLC, Agile methodologies, CI/CD, and process automation.
Knowledge of Objectoriented analysis and design, relational databases and data design, PostgreSQL.
Experience in RESTful APIs design and development.

CUSTOMER SERVICE

This position entails customer service to all departments by ensuring user needs are met by successfully ensuring the functionality and integration of software enhancements in a webbased environment.

SUPERVISION & BUDGET AUTHORITY

This position has no supervisory authority.

PHYSICAL ENVIRONMENT

Office environment sitting/working at a desk/computer in a shared office space and/or remotely.

PHYSICAL REQUIREMENTS

Sitting at computer 90% of the time
Manual dexterity is needed to operate a keyboard and mouse
Work under pressure in a fastpaced environment is critical to success in this role

The Great Gulf Group ("GGG") is committed to protecting the health and safety of our employees, our tradespeople and suppliers, and our customers and visitors.

Employment with GGG is conditional upon you having received all required doses of a COVID-19 vaccine series approved by Health Canada at least 14 days prior to your start date.

You must provide a copy of your Ministry of Health COVID-19 Vaccine Dose.

If you have a medical reason, or any other reason pursuant to the Ontario Human Rights Code, for not being fully vaccinated now or in the future, you may submit a written request for accommodation with an explanation of the ground and/or any supporting documentation to assist in the determination of exemption from this condition.