Parsons Corporation Production Support Analyst in Markham, Ontario
Minimum Clearance Required to Start:
Purpose of the Job :
The Production Support Analyst (PSA) handles business and production support for application issues, monthly billing technical support, and deployment coordination of production maintenances and releases. The PSA develops and maintains expert system knowledge and is responsible for supporting systems developed in house for multiple programs. The PSA acts as the front line of support for application issues and applies analytical problem solving skills to attempt to resolve the issues immediately. When necessary, the PSA works with the development and QAT teams to analyze escalated requests; creates incidents in JIRA; tracks incident resolution/client satisfaction; and follows up to ensure issues are rendered to a conclusion. The PSA is also responsible for administration tasks including but not limited to: JIRA, JIRA Service Management, Confluence, MS Teams administration. Other duties include mass communication management, disaster recovery test planning and coordination and process improvement.
Job Duties & Responsibilities :
Primary contact for application issues from both internal and external client groups
Work with different internal groups i.e. application developers, database and system administrators and/or third party suppliers to provide timely resolution of functional and technical issues
Troubleshoot functional issues in a complex agile software environment, with various applications and architecture. Multi-tasking environment.
Liaise with client to make sure issues are resolved in a timely manner and according to service levels and contractual obligations.
Maintain strong knowledge and understanding of all supported systems and business processes
Develop and maintain support documentation
Handle queries and one-off data research requests from users.
Effective and efficient oral and written communication to various audiences at appropriate levels.
Partner with development and operations teams on release management.
Skills, Knowledge & Experience
Excellent analytical, problem solving and communication skills
Excellent command of the English language both written and verbal
High level of experience with SQL to create queries and reports
Ability to perform within a team under high scrutiny and heavy pressure
Customer service and client support experience for complex software issues
Very strong interpersonal skills with the ability to interact with business partners, other team members, and various levels of management
Understanding of company organization, products and related industry knowledge
Ability to juggle conflicting priorities while completing projects successfully
Working knowledge of system development methodologies
Expert knowledge of Microsoft Office Suite
JIRA administration experience
Knowledge of AWS, Jenkins, Scripting/Automation is a bonus
Education & Certification
A university degree in Business, Computer Science or Engineering or the equivalent experience demonstrated by progressive responsibilities
The position may require a COVID vaccination or an approved accommodation/exemption for a disability/medical condition or religious belief as required by federal, state, provincial or local mandates or customer requirements.
Parsons is an equal opportunity, drug-free employer committed to diversity in the workplace. Minority/Female/Disabled/Protected Veteran/LGBTQ+. All qualified applicants will receive consideration for employment without regard to an individual’s race, color, religion, national origin, ethnicity, union affiliation, age, sex, sexual orientation, gender identity and expression, pregnancy, employable physical or mental disability, veteran status, genetic information, immigration status, or any other basis protected by all applicable laws.