Application Analyst

City of Burlington

2d•CA$101,881 - CA$127,351•Hybrid

About The Position

Reporting to the Manager, IT Systems, the Application Analyst is responsible for the implementation, support, and continuous improvement of corporate and departmental business applications. This role collaborates closely with application users, project teams, Fire Services staff, and other ITS team members to ensure effective delivery and ongoing support of business solutions. The Application Analyst works across a diverse technology landscape, supporting applications and integrations with both internal and external systems, including solutions hosted on-premises and in cloud environments. The role focuses on enhancing operational efficiency, ensuring system reliability, and aligning technology solutions with business needs.

Requirements

Degree or diploma in Information Technology or a related discipline
4–7 years of progressive, hands-on experience supporting enterprise business applications
Demonstrated experience providing operational, technical and lifecycle support for business-critical applications, including troubleshooting, configuration, maintenance, upgrades and stakeholder engagement
Experience working with Microsoft SQL Server
Experience working with GIS technologies
Experience working with reporting and analytics tools such as Power BI
Experience supporting mission-critical applications in a 24/7 operational environment
Strong analytical and problem-solving abilities
High level of attention to detail
Excellent communication, interpersonal, and customer service skills
Ability to develop a strong understanding of business operations
Ability to work closely with operational leaders, including the Chief Communications Officer (CCO) - Fire, to support evolving service delivery and operational requirements.

Nice To Haves

Experience worked in public sector, public safety, or emergency services organizations
Certifications such as ITIL
Experience with public safety and dispatch systems (e.g., Symposium CAD, Solacom Call Handling System, RMS, NICE Recording, and Station Alerting Systems)
Experience with integration tools such as FME
Experience with other dispatch-related software
Experience with web administration in hybrid (on-premises and cloud) environments.

Responsibilities

Serving as ITS resource supporting the Fire Dispatch and Suppression Services application portfolio, ensuring reliable and effective system performance
Designing, developing, implementing, and maintaining system integrations, interfaces, and City-developed applications within the assigned portfolio
Configure, maintain, and update CAD response rules, dispatch workflows, run cards, and operational parameters based on evolving business requirements and fire service protocols.
Supporting strategic lifecycle management of Fire and Dispatch applications, including assessing the impact of new releases, upgrades, and legislative or regulatory changes on business operations
Identifying and recommending opportunities to enhance application usage by staying current with system capabilities, industry best practices, and emerging technology trends
Participating in internal and external user groups, as well as vendor-led training, to promote effective application utilization and knowledge sharing
Contributing to and participating in project teams delivering major initiatives such as the implementation of new applications or upgrades to existing systems
Developing and maintaining documentation and knowledge base content to support operational effectiveness and continuous improvement
Provide stand-by and after-hours support for mission-critical Fire Dispatch applications, with approximately 50% of support responsibilities occurring outside regular business hours.