Systems Support Analyst Jobs

Ideal Candidate:

• Will often act as a team lead to other systems support analysts, will typically be a level of escalation and will be responsible for providing technical support and maintenance for our organization's crown jewel application built on IBM Business Automation Workflow (BAW) or Business Process Manager (BPM) platforms.
• A minimum of 5 years’ experience in a system support analyst role managing large, complex, multi system solutions end to end.
• The successful candidate will have system support analyst experience within Bell Canada, preferably in the Client Experience Technology Services area

Responsibilities:

• Support and mentor team members
• Incident Management: Manage and prioritize incoming support requests through the incident management system. Investigate and diagnose reported problems, and work towards timely resolution. Escalate critical issues to appropriate teams or vendors when necessary.
• Stakeholder Communication: Communicate effectively with internal stakeholders, including business users, development teams, and management, to provide updates on support activities, issue resolution, and service level agreements.
• Agile Development: Work in an Agile development environment, collaborating closely with cross-functional teams to support continuous integration, delivery, and improvement of the IBM BAW/BPM application. Participate in Agile ceremonies such as daily stand-ups, sprint planning, and retrospectives.
• Change Management: Collaborate with development and release management teams to ensure smooth deployment of application updates and enhancements. Participate in change management processes to minimize disruption to the production environment.
• Set goals and objectives with appropriate KPI’s with your team
• Application Support: Provide effective and timely technical support to users of the IBM BAW/BPM application. Troubleshoot and resolve issues related to application functionality, configuration, and performance.
• Documentation and Knowledge Sharing: Maintain accurate and up-to-date documentation related to the application support processes, known issues, and resolutions. Contribute to the knowledge base to facilitate self-service troubleshooting for end-users.
• Performance Monitoring and Optimization: Monitor application performance metrics, identify bottlenecks, and propose performance optimization strategies. Work with infrastructure teams to ensure the application environment meets performance requirements.
• Root Cause Analysis: Perform root cause analysis for recurring issues and identify opportunities for improvement. Propose and implement preventive measures to minimize future incidents.