We're in the process of an Agile and DevOps shift involving multidisciplinary and autonomous teams dedicated to delivering and continuously improving technology and business solutions. The Client Experience IT team is looking for a Senior IT Application Analyst who is ready to undertake challenges in a sector undergoing major change.   

• Are asking questions and taking nothing for granted part of your DNA?
• Are you interested in automating recurring tasks and simplifying work methods?

As an IT Application Analyst, you'll provide professional support to the Client Experience sector by supporting and developing an application package.  You’ll also understand business issues to propose and implement technological solutions.

Your role:

• Ensure the smooth operation of Client Experience Metrics (CEM) and Complaint Management
• Work with and assist the Product Owner, in partnership with the business line, to improve the complaint management solution
• Design and develop scripts and automated testing to improve and develop the client survey ecosystem
• Resolve incidents and provide support and advice to users
• Ensure the stability of the daily production schedule of inputs and prerequisite to the surveys
• Understand the business rules governing the client experience measurement to properly support and advise our business partners
• Participate in the operational governance of third parties
• Automate oversight of KPI and data quality
• Work in an Agile environment (Scrum)

Your profile:

• Bachelor’s degree in three and 3 years of relevant experience OR other diploma in a related field and several years of relevant experience
• Experience with the Atlassian platform (Jira, Confluence)
• Experience with PostgreSQL databases
• Development experience with SQL and Python
• Experience with Unix/Linux 
• Demonstrated experience in operational processes (incidents, changes, problems, SLAs, access management, etc.)
• Experience in the survey domain (an asset)
• Understanding of delivery cycles, product/services lifecycles and DevOps, an asset
• Able to positively influence and engage stakeholders, collaborators and suppliers
• Independent, a self-starter with a superior capacity to learn and adapt to change
• Synthesizing and analyzing skills, quality-focused and diligent
• Demonstrate our values of partnership, agility and empowerment
• Bilingualism, spoken and written (English and French)

Your benefits 

Upon hiring, you will be eligible for a wide range of benefits. In addition to competitive compensation, we offer attractive benefits for you and your family:

• Health and wellness program, including many benefits
• Flexible group insurance
• Defined benefit pension plan
• Employee Share Ownership Plan
• Employee and family assistance program
• Preferred banking services
• Volunteer program
• Telemedicine
• Virtual sleep clinic

These are just a few of the many benefits we offer. We've rolled out a number of additional measures to ensure your health, safety and wellbeing during the pandemic