IT Support Analyst IV

Work Location:
Toronto, Ontario, Canada

Hours:
37.5

Line of Business:
Technology Solutions

Pay Details:
$65,600 - $98,400 CAD

This role is eligible for a discretionary variable compensation award that considers business and individual performance.

Job Description:

Provides a broad range of systems/application support, research and analysis, administration, performance availability monitoring and management for own area.

KEY ACCOUNTABILITIES

Technical elements include:

1. Cisco Telepresence Video Devices
2. Neat Video Endpoints (Good to have)
3. Unified Call Manager
4. Unity Voice Mail
5. Cisco Emergency Responder
6. Cisco Jabber
7. Cisco VCS
8. Cisco vCenter
9. Cisco Control Hub

CUSTOMER

1. Perform controlled resolution of incidents and problems including prioritization and escalation liaising with business and technology partners as appropriate.
2. Service applications/systems and provide a level of application/systems/operational availability that meets or exceeds established standards/service levels, while minimizing operational risk.
3. Partner with key stakeholders to schedule packaging and release new applications in a timely manner; reduce change execution times by planning implementations with parallel work streams.
4. Continuously strive to improve the stability of the production environment by partnering closely with key stakeholders on setting up, maintaining and monitoring applications/systems, ensuring availability targets are met.
5. Provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction.
6. Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicate project status and provide timely escalation of issues to ensure project objectives are met.
7. Deliver effective and defect-free support (application, software and/or operations), researching system issues/opportunities, overseeing the execution of recommendations and maintaining accurate documentation.
8. Interact with clients to provide quality service/solutions consistent with objectives and client requirements.
9. Design, review, and integrate all application requirements, including functional, security, integration, performance, quality, and operations.
10. Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity.
11. 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.
12. 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.
13. May develop a working relationship with 3rd party vendors as required to fulfill support requirements.
14. Act as partner in scheduling, packaging and releasing new applications and manage all application releases according to approved governance and gating criteria.
15. Develop understanding of technical aspects of project/break-fix development related to the application and provide advice/guidance to Developers and Solution Designers.
16. Responsible for incident management (2nd level), monthly maintenance, state of health monitoring, and SLA maintenance.
17. Provide effective day-to-day production support for applications through accurate problem identification and timely resolution of production issues.
18. Perform incident management role (communicator, tracker, escalator, driver, etc.) for outages; communicate to clients during service outages.
19. Improve stability of the production environment by assisting in setting up, maintaining and monitoring applications/system.

SHAREHOLDER

1. Monitor system lifecycles, ensuring specifications and functionality support business objectives and architecture decisions, undertaking re-development, as required.
2. May monitor the performance of the environment by using meaningful metrics.
3. Provide Disaster Recovery support by assisting in defining/reviewing disaster recovery plans and by participating in testing.
4. Assess and analyze optimization opportunities to the operational environment to improve performance and/or resource utilization.
5. Ensure effective change management discipline is used.
6. Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required.
7. Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP).
8. Identify/implement process improvements to enhance revenue, customer experience and/or reduce costs.
9. Comply with well-defined enterprise technology delivery practices and standards and project management disciplines.
10. Continuously enhance knowledge/expertise in TD services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution development/delivery.
11. Keep current with industry and/or business trends.
12. May perform testing according to test plans, monitor and report on results, and work with others on problem resolution.
13. As required, support the development of business cases, RFI/RFP and service level agreements with vendors/suppliers consistent with IT requirements/guidelines.

EMPLOYEE / TEAM

1. Work effectively as a team, supporting other members of the team in resolving critical service issues.
2. Prioritize and manage own workload in order to deliver quality results and meet timelines.
3. Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/points of interest.
4. Participate in knowledge transfer within the team and business units.
5. Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team.

BREADTH & DEPTH

1. Performs work on all aspects of the application/system support.
2. May act as a reference for team members or clients.
3. Applications/systems are moderate to highly complex and performed under minimal management supervision.
4. Actively involved in resolving client applications issues.
5. May configure, upgrade, administer business applications in coordination with appropriate stakeholders.
6. May develop scripts using appropriate tools to address gaps in the application/system, to simplify and enhance the application/system environment.
7. Performs problem determination including data gathering and analysis.
8. Generally reports to a Manager or Senior Manager.

EXPERIENCE & EDUCATION

1. Undergraduate degree or Technical Certificate.
2. 3-5 years relevant experience.