Systems Analyst

CAA Club Group•Markham, ON

2d•Hybrid

About The Position

At CAA Club Group (CCG), we are passionate about keeping our Members safe and providing them with peace of mind through essential products and services. As a trusted Member-based organization with over 2.6 million Members across Ontario and Manitoba, we advocate for issues such as road safety, environmental protection, and consumer rights. We foster a collaborative and supportive work environment where associates share in successes and drive change. CAA SCO Systems & Services Inc. is part of the CAA Club Group of Companies. We are an award-winning, purpose-driven organization committed to delivering an exceptional Associate experience with work-life harmony, continuous learning opportunities, incredible rewards, and competitive benefits including a defined contribution plan and personal spending account. We are seeking a Systems Analyst to join our Application Support Team, supporting systems across Roadside and Travel lines of business. In this role, you will provide Level 2 and Level 3 application and systems support for member-facing and operational platforms, ensuring proper escalation processes are followed and systems remain stable, available, and performant.

Requirements

Post-secondary education in Information Technology or a related field
2–3 years of hands-on experience in application or production support roles
Hands‑on experience supporting Java applications in containerized platforms such as OpenShift (Kubernetes), with experience troubleshooting Linux‑based workloads and SQL‑backed applications
Familiarity with Microsoft Server (2012/2016/2019) and Windows 11
Understanding of networks and networking components
Strong customer service mindset
Excellent organizational, communication, and time management skills

Nice To Haves

Experience supporting Roadside, Travel, CRM, or reservation-based systems; industry knowledge is an asset
Familiarity with PowerBI / BI report building
Experience with monitoring and support tools such as Pingdom, Dynatrace, SCOM, and Twilio is an asset
Exposure to the full development lifecycle is an asset

Responsibilities

Provide Level 2 and Level 3 application and systems support for Roadside and Travel applications and their integration points
Troubleshoot and resolve incidents through the ticketing system, ensuring timely and effective business support
Support systems used for Travel bookings, reservations, fulfillment, and partner integrations, as well as Roadside service platforms
Test, validate, and deploy enhancements, configuration changes, and fixes as requested by the business and vendors
Create and update documentation for new and existing applications, processes, and support procedures
Perform ongoing system maintenance and monitoring in adherence to service level agreements
Collaborate with business users, IT teams, and external vendors to resolve issues and maintain integrations
Work independently while continuously learning and exploring new technologies
Identify and implement solutions to improve system stability and operational efficiency
Ensure escalation procedures are followed and document all exceptions within your authority
Participate in on-call support during evenings, weekends, or after hours as part of a shared support rotation