IT Support Data Analyst III

Deliver effective and defect-free support (application, software and/or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation

Interact with clients to provide quality service/solutions consistent with objectives and client requirements

Design, review, and integrate all application requirements, including functional, security, integration, performance, quality, and operations

Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity

Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area

Schedule changes to supported components in accordance with the approved change management procedures; implement changes with proper testing, stakeholder signoff, monitoring and with minimal impact to the business

May develop a working relationship with 3rd party vendors as required to fulfill support requirements

Act as partner in scheduling, packaging and releasing new applications and manage all application releases according to approved governance and gating criteria

Develop understanding of technical aspects of project / break-fix development related to the application and provide advice/guidance to Developers and Solution Designers

Responsible for incident management (2nd level), monthly maintenance, state of health monitoring, and SLA maintenance

Provide effective day-to-day production support for applications through accurate problem identification and timely resolution of production issues

Perform incident management role (communicator, tracker, escalator, driver, etc.) for outages; communicate to clients during service outages

Improve stability of the production environment by assisting in setting up, maintaining and monitoring applications/system

SHAREHOLDER

Monitor system lifecycles, ensuring specifications and functionality support business objectives and architecture decisions, undertaking re-development, as required

May monitor the performance of the environment by using meaningful metrics

Provide Disaster Recovery support by assisting in defining / reviewing disaster recovery plans and by participating in testing

Assess and analyze optimization opportunities to the operational environment to improve performance and/or resource utilization

Ensure effective change management discipline is use

Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required

Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)

Identify/implement process improvements to enhance revenue, customer experience and/or reduce costs

Comply with well-defined enterprise technology delivery practices and standards and project management disciplines

Make effective use of the cost management processes in place in own unit

Continuously enhance knowledge/expertise in TD services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution development/delivery

Keep current with industry and/or business trends

May perform testing according to test plans, monitor and report on results, and work with others on problem resolution

As required, support the development of business cases, RFI/RFP and service level agreements with vendors/suppliers consistent with IT requirements/guidelines

EMPLOYEE / TEAM

Work effectively as a team, supporting other members of the team in resolving critical service issues

Prioritize and manage own workload in order to deliver quality results and meet timelines

Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.

Participate in knowledge transfer within the team and business units

Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team

BREADTH & DEPTH

Provides day-to-day application/system support

Applications/systems and tasks are low to moderately complex and performed under management guidance and supervision

Participates in resolving client applications/system issues

May configure, upgrade, administer business applications in co-ordination with appropriate stakeholders

Participates and contributes to change control, capacity planning and security

Performs basic problem determination

Generally reports to a Team Manager / Manager / Senior Manager

EXPERIENCE & EDUCATION

Undergraduate degree or Technical Certificate

2-3 years relevant experience