Sr. System Analyst- Modis- Toronto, Ontario, Canada

Job Details:
This role is the key role in support of Operations stakeholders and systems’ users. This role encompasses two major responsibilities; Click support and sustainment and assisting the team leader/ technical lead for the Operations portfolio
Duties and Responsibilities
*.Triage all Click related Incident/Problem tickets (tool used is ServiceNow). Participate in On Call rotation (24/7)
*.Communicate with 3rd party vendors (both software and service providers) as needed to resolve production issues
*.·Maintain production run books, development of dashboard reports
*.·Primary contact to interface with support teams for production incident resolution
*.·Analysis and investigation of various production problems and provide recommendations to function team for corrective action
*.Participate in business function testing on an as-needed basis
*.Prepare and issue on call incident reports (daily frequency)
*.Prepare post-mortem report for all major incidents
*.Ensure the business requirements are clear and well understood by the development teams
*.Facilitate the functional design sessions across impacted IT teams, business reps and BASSs
*.Ensure the technical design completed and documented properly for system changes to Click
*.Assist with identifying and communicating the risks, pros and cons of a solution / incident resolution when applicable with the impacted parties and decision makers
*.Working with other IT teams identify the downstream impacts of the Operations Releases
*.Being the point of contact from IT address the technical issues reported by Operations’ users
*.For the major system issues work with impacted IT teams and work with the lead for the resolution of those issues, attend SWAT calls etc. when needed
*.Being the point of contact from IT address the user requests technical in nature
*.Ensure the SLAs are met, incidents are resolved across IT teams in a timely manner
*.Work with the onshore / offshore Click Support & Sustainment team
Mandatory Skills:
*. University/College Degree or equivalent and self-studying courses for greater exposure to technologies.
*.Minimum of 3 years IT experience with minimum of 2 years of experience in Click mobile / Click scheduler
*.Experience working in a team setting (both onshore & offshore)
*.Experience in Click mobile and Click scheduler
*.Strong collaboration skills
*.Broad range of experience with issue resolution & problem management
*.Strong relationship management and consensus building skills
*.Practical, results oriented attitude
*.Proven experience delivering results even under pressure
*.Excellent organizational and prioritization skills
*.Excellent communication skills
*.Experience with business systems analysis, analysis of business processes, business requirements, quality testing and providing recommendations for implementation options.
*.Demonstrated understanding of software development life cycles, application release management processes and software development methodologies.
*.Demonstrated ability to work effectively as a part of a cohesive team environment in a fast paced, multitasking role...
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