Technical Analyst

IT - Application & Software Development
Toronto, ON
Contract
Apr 13, 2021

Technical Analyst

The primary responsibility is to provide expert second and third level support to users on our partners platforms through strong communication, impact analysis, problem solving, and incident management.

Position Overview

The primary responsibility of the role is providing second level support to users on all platforms through strong communication, impact analysis, problem solving, and incident management.  Additionally the role will actively participate in projects ensuring successful transition of applications from projects to support.

  • Duties & Responsibilities: 
  • Triage of second and third level issues and manage those issues to resolution by working with internal teams and vendors
  • Using SQL queries and code reviews to investigate issues
  • Develop and maintain adhoc queries for business units using MS SQL Server
  • Actively participation in the Project Management Life Cycle (PMLC) and Change Management processes
  • Use a ticket system in order to track and manage all open issues and/or requests
  • Responding to and resolving tickets within internal SLA (Service Level Agreement) and ensuring responses to end clients promote customer service excellence
  • Communication with end users and business owners of system incidents and maintenance activities
  • Managing of vendor relationships to ensure they are meeting deliverables as well as ensuring they are operating within their SLA
  • Develop and execute implementation plans for test and production environments
  • Create and maintain system support guides and process documents for all systems supported by team
  • Actively cross-train and knowledge share with team members
  • Analyze and identify trends as related to application support and incident management
  • Some after hours and weekend support may be required

Skills & Qualifications

  • 1 to 3 years experience in application support preferred
  • Excellent oral and written communication skills
  • Ability to read and develop application code (.net and C#)
  • Ability to build SQL queries in order to conduct analysis and troubleshooting
  • Ability to manage multiple priorities
  • Ability to work independently as well as part of a team
  • Knowledge of Financial Markets an asset
  • Knowledge of best practices for change and incident management

Education: 

  • Post Secondary degree/diploma preferably in business or IT related fields
  • Canadian Securities Course (CSC) and/or ITIL certifications an asset

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