Job Description

About Penny
Chris and David started Penny AI in 2018 in Squamish, BC (a bit north of Vancouver) after seeing an opportunity to solve a massive problem for millions of consultants around the world. We have now grown to a team of 100+ located across Canada and the United States. Penny has tens of thousands of users across four continents who trust Penny to help run their businesses. Penny is on an upward trajectory with backing from top-tier Venture Capitalists in New York, San Francisco, Boston, Toronto and Vancouver. As we grow our team, we don\'t expect everyone to know every answer. You may build something that fails spectacularly, and that\'s ok. What is important is that you remain humble, you laugh a little, you learn, and together we find a way to succeed. Diversity, inclusion and belonging is one of our core values and as we expand we are committed to finding talented people from a wide range of backgrounds, experiences and perspectives. Learn about our hiring process here. The Role A Software Support Analyst is responsible for overall systems support of the main business tools used at Penny. Working closely with our internal teams to take our workflows and processes and build out the tools to best support and help our teams thrive. You are always leading and focused on outcomes, interoperability, automation, documentation, education and reporting. In this role you will handle all training, support and improvements within the product. System Focus

• Atlassian Suite of products (Jira Software, Confluence, Service Management, Work Management, Compass, OpsGenie, and Atlas) (~75% of the focus)
• Intercom
• Slack
• Google Workspace
• Segment
• Zapier
• Gong
• Hubspot

Overview

• Design and develop Jira/Confluence solutions to streamline our processes and drive insights into our business to help ensure best team experience.
• Drive best practices and standardization of processes and reporting.
• Identifying process and system requirements, installing upgrades and monitoring system performance.
• Evaluate and test plug-ins.
• Establishes system specifications by analyzing access, information and security requirements and designing system infrastructure.
• Experience with change management and facilitation.
• Experience with business process improvement, such as Lean.
• Secures tools by monitoring, control and evaluation; establishing and testing disaster recovery policies and procedures; completing back-ups; and maintaining documentation.
• Upgrades tools by conferring with vendors and services and developing, testing, evaluating, and installing enhancements and new software.
• Maintains tool performance by performing system monitoring and analysis and performance tuning; troubleshooting system hardware, software, and operating and system management systems; designing and running system load/stress testing and escalating application problems to vendor.

Troubleshooting

• Troubleshoots workflow errors
• Monitors and resolves incoming internal requests
• Follows requests through to completion while providing exceptional customer service.
• Communicates effectively with users to understand incidents and requests

Continual Process Improvement

• Updates job knowledge by tracking emerging internet technologies, participating in educational opportunities, reading professional publications, maintaining personal networks and participating in professional organizations.
• Accomplishes organizational goals by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments.
• Understands all systems and potential interoperability

Reporting

• Creates reporting within key systems to ensure visibility

Documentation

• Documents workflows required for teams within systems
• Documents how-to guides on systems

Training

• Conducts training with users on internal systems
• Runs workshops with various teams to understand business requirements

Requirements Education, Experience & Qualifications:

• Experience in continual process improvement with skills including strong problem-solving, analytical, and relationship building
• Experience with Agile software development using JIRA
• System Administration
• Technical Understanding and Management
• Dependability, Verbal Communication, and Ability to Handle Pressure and Learn on the Fly
• Proactively offer solutions, think outside the box, and are confident in bringing your ideas forward to overcome obstacles and make a positive impact.
• Bachelor\'s degree in technology-related field
• Minimum of five years of experience in software support and administration
• Experience with interoperability tools and automations

Benefits

• Competitive pay and a slice of the pie (aka - stock options)
• 4 weeks of paid vacation plus statutory holidays, and your birthday off!
• Start-up culture with an opportunity to make an impact in your role and our team immediately
• Excellent on-the-job learning opportunities to grow your skills
• Internet & Phone Allowance
• Health & Wellness Allowance
• Paid Sick/Wellness Days
• Paid Maternity/Parental leave
• GRSP Account (or 401K in US)
• Extended Healthcare Plan
• Learning & Development Allowance
• Childcare Allowance
• Flexibility to work from home and the office
• Join a friendly, progressive team who likes to organize fun activities and celebrate all-around awesomeness!
• Location Remote, Canada (Flexibility to work within East Coast and West Coast hours.)

Diversity, Inclusion and Accessibility We\'re building an inclusive remote-first company, where no one feels like an outsider and everyone can find belonging. A work in progress? 100%. Worth it? 100%. So, you know, without a doubt, all applications are considered no matter your race, colour, religion, gender, gender identity or expression, national origin, disability, or age. And if you\'re invited for an interview, please let us know if you need any accommodations or support to make the recruitment process work for you. If this makes you go, YES \xe2\x80\x94 then come build belonging with us!