Job Description

Job Posting Title
Support Analyst
Job Category
Application / System Development
Language Requirements
Bilingual / Bilingue
In the event a qualified bilingual candidate is not found, a qualified unilingual candidate will be considered. / Dans l'eventualite ou un candidat bilingue qualifie n'est pas disponible, un candidat unilingue qualifie sera considere.
Flexible Work Agreement Type
Hybrid / Hybride
Posting End Date
2025-03-07
Job Grade
PIPSC-3
Pay Range
$107,682 - $135,272
Job Summary
As a member of the Enterprise Business Solutions (EBS), and Aeronautical Information Management (AIM) Systems group , the Support Analyst will play a key role in third-level technical and operational systems support, advice and assistance to clients. They will provide expertise in the development and implementation of system changes, with a focus on system integration. The Support Analyst will provide comprehensive life cycle support and offer expert technical and functional systems assistance to clients. Ensuring effective integration and alignment of technical solutions with client needs, the Support Analyst will deliver valuable advice and support throughout the system's lifecycle.

What NAV CANADA offers you:Challenging, team-oriented work environment Competitive compensation and flexible benefits Defined benefit pension plan Opportunities for growth and development Flexible work arrangements Diverse and inclusive workforce

Key Accountabilities:Organize and coordinate infrastructure tasks related to system setup Provides system life-cycle support for Aeronautical Data Management, Instrument Flight Procedure Design and GIS systems Provide advice, guidance, training, problem solving, consulting service in application management, security and administrative issues and resolving operational problems Provide second and / or third-level technical support for hardware and software problems passed on by lower-level help or by other technical staff Assure quality, monitor and maintain to ensure interoperability, reliability, security, optimum performance levels, capacity assessment, configuration management, hardware and software support, application security, complex problem resolution Advise on functional requirements, such as standards, user and security, lead implementations. Build cross-functional relationships to gain support Provide analysis, planning, specifications, definitions, systems interface and other technical requirements for new software / applications / database / operating system / hardware initiatives to ensure current and future interoperability with NAV CANADA systems / technology infrastructure Provide development of short- and long-term Disaster recovery plans May act as technical lead for various operations in own functional area for moderately complex to complex projects to implement new applications and / or change management projects

Job Requirements
Education:Post-secondary degree or diploma in computer science or related field, or an equivalent combination of education and experience

Experience:3-5 years experience in trouble shooting and application maintenance including root causes analysis in Windows and Linux environment 3-5 years experience of relational database technologies such as SQL Server and Oracle Experience with Microsoft tools (i.e., Office tools, SharePoint, Visual Studio) Experience with AWS/Azure cloud services Familiarity with ServiceNow and Change Management processes for handling support requests and change documentation

Knowledge:Excellent Knowledge of analytical and troubleshooting techniques Knowledge of cloud-based platforms such as Microsoft Azure DevOps in a Scaled Agile (SAFe) environment Knowledge of Web based applications using IIS Knowledge of small, medium, and large-scale computer systems, hardware, software languages, test procedures Knowledge of more recent software development life cycle processes, practices, and techniques, including Agile, SAFe, and DevOps Knowledge of Project Management processes (PMI PMBOK Guide*)


Abilities:Excellent investigation and problem-solving skills Technical skills and expertise in own functional area Ability to provide advice, guidance and opinions in area of specialty Clearly and concisely communicate orally and in writing, including presenting technical information to both technical and non-technical audiences Initiate and maintain communication with diverse internal and external colleagues, driving completion of technical deliverables Maintain effective working relationships with internal and external colleagues, experts, clients, and managers at various organizational levels Strong analytical skills to plan testing, test, determine root cause, and recommend new courses of action for process improvement Recognize when issues require escalation and follow the appropriate escalation path

Personal Suitability:Develops positive interpersonal relationships through respect for others, fairness and tact Demonstrates a cooperative and collaborative communication style (written and verbal) Work independently and in a team to achieve multiple competing deadlines Resilient and open to change with the ability to persuade, influence, and lead Possess customer focus and strong relationship skills while exhibiting diplomacy with both internal and external parties Ability to work in a fast-paced environment and manage multiple initiatives at the same time Comfortable with a constant balance of team-based and individual technical work

Working conditions:Hybrid: This position is based at the Ottawa Logistics Center but may be eligible for a flexible work arrangement

NAV CANADA is committed to building a skilled, diverse workforce reflective of Canadian society. If you do not believe that you match every job requirement listed on this job posting, we still encourage you to apply. NAV CANADA encourages a culture of learning and growth, and recognizes that although some technical skills are mandatory, many others can be taught.
Our Company strives to create an inclusive and barrier-free selection process and work environment. If you require accommodations during this competition process, please ensure that you inform the interview coordinator or hiring manager of any accommodation measures you may require. NAV CANADA will provide accommodations throughout the recruitment and selection process to applicants with disabilities as required.
The successful candidate must meet the security requirement of the position and be legally able to work in Canada.
We thank all applicants for their interest; only those selected for an interview will be contacted.*