Support Analyst

at  NAV Canada

Job Posting Title
Support Analyst
Job Category
Application / System Development
Language Requirements
Bilingual / Bilingue
In the event a qualified bilingual candidate is not found, a qualified unilingual candidate will be considered. / Dans l’éventualité où un candidat bilingue qualifié n’est pas disponible, un candidat unilingue qualifié sera considéré.
Flexible Work Agreement Type
Hybrid / Hybride
Posting End Date
2024-10-03
Job Grade

PIPSC-3

Pay Range
$107,682 - $135,272
Job Summary
As a member of the Enterprise Business Solutions (EBS) Aeronautical Information Management (AIM), Billing, Flight, and Land Use Group, the Support Analyst will play a key role in the development and maintenance of software solutions critical to NAV CANADA’s operations. This role involves designing and refining software solutions through detailed specifications that meet both technical and functional requirements. The Support Analyst will provide comprehensive life cycle support and offer expert technical and functional systems assistance to clients. Ensuring effective integration and alignment of software solutions with client needs, the Support Analyst will deliver valuable advice and support throughout the system’s lifecycle.
Job Description

What NAV CANADA offers you:

• Challenging, team-oriented work environment
• Competitive compensation and flexible benefits
• Defined benefit pension plan
• Opportunities for growth and development
• Flexible work arrangements
• Diverse and inclusive workforce

Job Description

Key Accountabilities:

• Work closely with technologists, developers, and testers in an Agile software development environment.
• Provides system life-cycle support for Billing Management systems and Aeronautical Data Management systems
• Provide advice, guidance, training, problem solving, consulting service in application management, security and administrative issues and resolving operational problems
• Act as a technical authority for software and / or application matters, resolve complex operations problems
• Test, assure quality, monitor and maintain to ensure interoperability, reliability, security, optimum performance levels, capacity assessment, configuration management, hardware and software support, application security, complex problem resolution
• Advise on functional requirements, such as standards, user and security , lead implementations
• Build cross-functional relationships to gain support
• Analyze and plan technical requirements for new software, applications, databases, operating systems, and hardware. This includes defining specifications and system interfaces to ensure compatibility with NAV CANADA’s existing and future technology infrastructure.
• Develop short- and long-term disaster recovery plans to ensure effective response and continuity in case of disruptions.
• May act as technical lead for various operations in own functional area for moderately complex to complex projects to implement new applications and / or change management projects

Job Requirements

Education:

• Degree from a recognized university or community college with an acceptable specialization in computer, systems engineering, computer science, or information systems or an equivalent combination of education and experience

Experience:

• 3-5 years experience in trouble shooting and application maintenance including root causes analysis in Windows and Linux environment
• 3-5 years experience of relational database technologies such as SQL Server and Oracle.
• Experience in software testing
• Experience with Microsoft tools (i.e., Office tools, SharePoint, Visual Studio)
• Proficiency in ServiceNow and familiarity with Change Management processes for handling support requests and change documentation
• Experience in Java programming for troubleshooting and application support
• Experience to support IBM middleware components such as WebSphere Application Server, IBM App Connect, WebSphere Message Queue
• Experience in billing/accounting systems
• Experience with database management system

Knowledge:

• Excellent Knowledge of analytical and troubleshooting techniques
• Knowledge of cloud-based platforms such as Microsoft Azure DevOps in a Scaled Agile® (SAFe) environment.
• Knowledge of Web based applications using IIS
• Knowledge of MS Office applications, SharePoint
• Knowledge of Administration of Windows and / or Linux environments
• Knowledge of small, medium, and large-scale computer systems, hardware, software languages, test procedures
• Knowledge of database management

Abilities:

• Excellent investigation and problem-solving skills
• Technical skills and expertise in own functional area
• Ability to provide advice, guidance and opinions in area of specialization
• Excellent testing skills
• Skill in professional discussions with internal and external customers and management

Personal Suitability:

• Develops positive interpersonal relationships through respect for others, fairness and tact
• Demonstrates a cooperative and collaborative communication style (written and verbal)
• Work independently and in a team to achieve multiple competing deadlines
• Demonstrates strong resilience and openness to change
• Be part of a rotation of a people to provide after hours support including weekends

Working conditions:

• Hybrid: This position is based at the Ottawa Logistics Center but may be eligible for a flexible work arrangement.

NAV CANADA is committed to building a skilled, diverse workforce reflective of Canadian society. If you do not believe that you match every job requirement listed on this job posting, we still encourage you to apply. NAV CANADA encourages a culture of learning and growth, and recognizes that although some technical skills are mandatory, many others can be taught.
Our Company strives to create an inclusive and barrier-free selection process and work environment. If you require accommodations during this competition process, please ensure that you inform the interview coordinator or hiring manager of any accommodation measures you may require. NAV CANADA will provide accommodations throughout the recruitment and selection process to applicants with disabilities as required.
The successful candidate must meet the security requirement of the position and be legally able to work in Canada.
We thank all applicants for their interest; only those selected for an interview will be contacted.
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Please refer the Job description for details