EAS Specialist III - CAN

Deluxe•Midland, ON

10d

About The Position

The Enterprise Application Support Specialist III role is an IT technical analyst role within the Deluxe ITMS support Team, accountable for ensuring the proper functioning of live, operational, customer-facing environments that are cloud-based, SaaS architectures. The team maintains availability, monitors performance, diagnoses problems, anticipates trends, and develops new tools to support the platform. This role involves coordinating with other teams on the preparation and installation of new software and making upgrades to the ITMS system. The EAS Specialist III is responsible for mentoring and coaching to improve team members' skill sets. The schedule is rotational on weekdays and weekends and includes overnight work hours, per business needs, including 1st, 2nd, and 3rd/overnight shifts to ensure continuous operations and meet customer business needs. This position requires cooperative troubleshooting and analytic work with other technical members and members of Development, QA, and Support teams. The role also involves managing on-call support for a 24/7 production environment as scheduled. Preparation of the ITMS environment plan for releases and coordination/collaboration for updates of the ITMS software, including monthly overnight weekday/weekend hours for UAT and PROD instances. Providing coaching, training, and mentoring to coworkers/peers. This role will back up the department manager when required, including weekend and overnight shifts. Active monitoring and review of production applications for performance and accuracy, with independent analysis of trends in data and reporting on anomalies. Managing day-to-day operational activities and coordinating them with the rest of the team when required, including daily activities, SOPs, and communication documentation.

Requirements

Associate's degree (or equivalent experience) in Computer Science or related field, and 3 years of experience with technical analysis or related experience.
Must be 18 years of age or older.

Nice To Haves

Bachelor's degree in Computer Science or related field, and 2 years of experience with technical analysis.
Advanced knowledge on managing/coaching peers and documenting day-to-day operational activities (i.e. SOP’s) of a production environment.
Ability to support, implement/install and document software releases for overnight weekdays and/or weekends according to the schedule by release management teams.
Experience supporting, problem solving and managing software and network incidents within incident management guidelines ensuring the resolution of business critical and time sensitive issues.
Knowledge of Microsoft Server platforms, MS SQL, SSRS, XML/HTTPS, MS.NET/Client Server Architecture.
Knowledge of Linux administration and networks.
Programming experience is a definite asset.

Responsibilities

Ensure the proper functioning of live, operational, customer-facing environments that are cloud-based, SaaS architectures.
Maintain availability and monitor performance of the platform.
Diagnose problems, anticipate trends, and develop new tools to support the platform.
Coordinate with other teams on preparation and installation of new software and making upgrades to the ITMS system.
Mentor and coach team members to improve their skill sets.
Manage on-call supporting a 24/7 production environment, as scheduled.
Prepare ITMS environment plan for releases and coordinate and collaborate on implementation for updates of the ITMS software.
Provide coaching, training, and mentoring to coworkers/peers.
Back up the department manager when required, including weekend and overnight shifts.
Actively monitor and review production applications for performance and accuracy.
Independently analyze trends in data and report on anomalies.
Manage the day-to-day operational activities and coordinate them with the rest of the team when required.
Coordinate daily activities with the team, including SOP and communication documentation.