Intermediate Analyst - Systems

at  WestJet

Please Note: This is a hybrid work position in Calgary Alberta and requires in-person collaboration at the WestJet Campus (22 Aerial Place NE) 3 days per week. This provides flexibility the remaining 40% of the work week. This hybrid work plan allows for critically important learning, collaboration and networking with our colleagues. Specific days in the office are agreed upon by the team

EXPERIENCE AND QUALIFICATIONS:

• Bachelor’s degree in Technical Field or equivalent.
• 3 – 5 years in relevant technical area.
• Some understanding of development architecture such as API, web services, etc.
• Familiarity with all aspects of IT, including application support, network and system administration, quality assurance, and application and data management.
• Ability to interpret business requirements into system configurations
• Excellent time management skills, ability to manage multiple items and competing priorities.
• Incident, Service request, Change request and problem management skills
• Willing to learn related technology and business processes
• Ability to determine root cause from outcomes.
• General knowledge of ITIL and ITSM practices.

OVERVIEW OF ROLE:

The Intermediate Analyst is responsible for being a technical resource within the IT – Reservation Platforms team with a focus on supporting various commercial technology systems including the core reservation, departure control and associated airline systems.
Being a part of an operational pod, the intermediate analyst will administer, implement key improvements, troubleshoot issues, document KBA articles and resolve incidents as it relates to commercial applications. Playing a key role in change, incident, and release management for the product stack, the analyst will maintain the stability and functionality of the systems supported.
The intermediate analyst will collaborate closely with business stakeholders, architecture, operation product teams and project delivery teams. This role will need to communicate with any business group that is a consumer of the services supported inclusive on internal and external stakeholders. Can be asked to provide input on developing requirements and propose solutions that meet business needs.

KEY DELIVERABLES / RESPONSIBILITIES INCLUDE:

• Works with broad expertise/ unique knowledge and uses skills to contribute to the development of company objectives/principles related to application support
• Applies out-of-the-box” thinking, a collaborative nature, and the ability to challenge the status quo
• Administration of relevant technology within their product or operationally focused team.
• Improve our systems by participating in system upgrades and new implementations (projects)
• Frequently takes full ownership of assignments and projects, working independently and with peers across various areas of IT and the business.
• Leads in change, incident, problem Management tasks within product team.
• Understanding of overall architecture of technology supported and how to identify and troubleshoot challenges within the scope of the supported commercial applications
• Ticket management, documentation of steps taken to fix or improve work items for knowledge sharing.
• Knowledge management input, development of support runbooks and transition to operation process.
• Participation in relevant audits if required, for example Payment Card Industry (PCI) reviews.
• Requirement to be on call if required based on the application tier.
• Mentorship and supporting the other Analysts within the team.