IT Systems Analyst

Overview of role:

Reporting to the Product Manager, IT Crew Operations, the IT Systems Analyst is a technical position supporting multiple end user groups and project teams from the Crew Operations business units. This role is primarily engaged in the implementation, support, and sustainment of business application solutions for multiple critical Tier-1 applications. Analysts are responsible for incident management, root cause analysis and resolution, and may be involved in technology related projects, and business analysis.

Being a part of an operational team, the analyst will administer, implement key improvements, troubleshoot issues, and resolve incidents within the technology stack that supports the business unit. 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.

Key deliverables / responsibilities include:

• Administration of relevant technology within their product or operationally focused team
• Delivery of sprint work items identified as priority within timelines
• Participation in Change, Incident, Problem Management tasks within product team
• Understanding of overall architecture of technology supported and how to identify and troubleshoot challenges within
• Participation in Cybersecurity tasks including patching and vulnerability remediation
• Ticket management, documentation of steps taken to fix or improve work items
• Knowledge management input, development of support runbooks and transition to operation process
• Improvement of security posture within technology stack supported
• Participation in relevant audits if required
• Required to provide support for Tier 1 Systems, including but not limited to applications supporting: Crew Management (scheduling), Crew Planning (vacations, bidding), Crew Qualification, Crew Communication, Crew Payroll, and Crew EFBs (Electronic Flight Bags).
• Required to maintain an on-call rotation and be highly available (24/7) during on-call periods.

Experience and qualifications:

• Bachelor's degree/diploma in a relevant IT field
• Entry Level Position with relevant technical degree, or equivalent technical experience
• Good time-management skills, ability to manage multiple items
• Incident and problem management skills
• Willingness to learn related technology and business process
• Ability to determine root cause from outcomes
• Proficiency with Windows Server 2016/2019 is an asset
• Proficiency with IIS, Databases, Azure Cloud, Linux is an asset, but not required.
• Proficiency with Cloud Service Models (IaaS, PaaS, SaaS) is an asset.
• Proficiency with workplace tools such as Office 365, MS Visio, MS Project, MS Teams is required.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong communication skills (both verbal and written), are essential to interact with vendors, support groups, and business groups.
• Highly organized and able to multitask in a high pressure, fast paced and dynamic environment.
• Ability to understand their knowledge gaps and seek information from peers, other teams, external resources.
• Experience working in a highly collaborative, team-oriented, environment.
• Understanding of ITIL processes and documentation standards. ITIL certification is an asset.
• Experience troubleshooting issues related to networking, security firewalls, domain policies, etc.
• Familiar with ticketing tools (similar to ServiceNow).
• Ability to communicate in a clear, accurate, concise, and professional manner, both verbally and in a written format.
• Ability to work independently and as part of a team.
• Willingness to learn related technology and business processes.
• Airline IT knowledge is nice to have.

The benefits of being a WestJetter:

WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:

• A fun and friendly culture with colleagues who work together to win
• Travel privileges for you and your family, effective from your start date
• Savings and Benefit programs that are flexible to meet your specific needs