Transit Application Support Analyst

JOB SUMMARY

The mandate of the Transit Customer Systems and Planning Service is to provide customer service, service planning and technology and control systems support for OC Transpo, geared to providing excellence in customer service delivery to 100 million transit customers per year by means of conventional bus, para transit and rail operations. The Technology and Control Systems branch is responsible for managing multiple and major transit IT projects that are highly complex, of multi-million dollar value, normally extend over multiple years, and may require extensive public consultation.

You provide primary computer support services for business applications to the Transit Services Department. This includes providing quality user support with a high degree of user satisfaction, technical expertise and timeliness. You: provide assistance to end users of various business applications and systems; provide user access and authorization, ensuring the security of systems; develop operational procedures and on-site user training; and provide assistance in the maintenance of these application systems including upgrades, testing, user support, troubleshooting, problem resolution and documentation.

EDUCATION AND EXPERIENCE

Completion of 3 year community college diploma in Information Systems, Computer Science or a related field.

Minimum of 3 years of technical application experience in supporting software/hardware solutions.

KNOWLEDGE

• Extensive knowledge supporting applications in an enterprise environment
• General knowledge of City & Transit services policies, procedures & processes
• General knowledge of client services best practices and system applications
• Extensive knowledge and proficiency in relevant operating systems and Microsoft Office Suite
• PCs, laptops and their application and use in both process control and embedded applications
• Personal computer software for office applications, communications and testing (i.e. Microsoft Office Suite)
• Process control technologies, application and use
• Communication techniques, technologies and their application and implementation
• Networking knowledge and understanding of IP protocol
• Diagnostic methods, tools and technologies
• Must possess the training, experience and knowledge to organize the work and its performance
• Knowledge of applicable health and safety legislation, including the rights and duties of workers
   

COMPETENCIES, SKILLS AND ABILITIES

• Able to work independently and in a team setting
• Possess customer service skills
• Possess strong interpersonal skills and service attitude
• Able to communicate effectively and tactfully, both orally and in writing, with all internal and external work-related contacts
• Able to organize work and meet deadlines
• Able to identify and solve complex problems in product area, including problem escalation
• Able to handle challenging support situations in a professional manner
• Accept responsibility for decision-making and be accountable
• Demonstrated ability to plan, organize, implement and evaluate training programs
• Demonstrated ability to develop thorough and user-friendly operating/ instruction manuals
• High degree of interpersonal skills
• Demonstrates initiative and a good work ethic
• Self-motivated and able to meet deadlines
• Client service/satisfaction focus
• Work effectively under pressure
• Well organized and reliable
• Collaborative approach in working with others
• Trustworthy with privileged accounts and information