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Deployment Specialist

2 months ago

Toronto, Ontario, Canada Ness Digital Engineering Full time

About the Role:


Job Summary:
  • Provide tier 2 support for retail technology across all banners, ensuring seamless operations and minimizing downtime.
  • Exercise strong understanding of business processes and application usage to meet operational goals and drive business success.
  • Evaluate business processes to ensure operational processes and procedures align with support capabilities, identifying areas for improvement and implementing changes as needed.
  • Ensure business and operational support documentation exists for knowledge sharing, facilitating collaboration and reducing knowledge gaps.
  • Act as the incident or problem coordinator where applicable, leading teams to resolve complex issues and implement solutions.
  • Lead tasks related to transitioning activities from projects to production in areas of expertise, ensuring smooth handovers and minimizing disruptions.
  • Facilitate training sessions to ensure knowledge transfer and cross-training across the support teams, promoting a culture of continuous learning and improvement.
  • Demonstrate strong leadership capabilities, inspiring and motivating teams to achieve exceptional results.

Key Responsibilities:
  • Provide hands-on application and hardware support for daily operations, including service, data, and process integrity, configuration, user administration, reporting, and optimization.
  • Overnight deployments of APKs to the production environment, ensuring timely and efficient updates.
  • Assist other project teams in APK deployments and log retrieval, fostering collaboration and knowledge sharing.
  • Identification of root cause analysis and resolution of incidents reported by monitoring systems and end-users, analyzing data and working with IT teams and business stakeholders to correct issues.
  • Collaborate with IT teams and business stakeholders to fully understand business processes and application requirements, ensuring alignment and effective support.
  • Maintain documentation and provide knowledge transfer for other system support analysts, promoting a culture of knowledge sharing and collaboration.
  • Prepare and facilitate training sessions where required, ensuring effective knowledge transfer and cross-training.
  • Evaluate gaps in process and operational support documentation and implement plans to address missing information, ensuring comprehensive support and knowledge sharing.
  • Identify and raise risks as they relate to applications or hardware, ensuring proactive risk management and mitigation.
  • Identify and communicate support requirements and develop troubleshooting and repair processes, ensuring efficient and effective support.
  • Act as incident and problem coordinator where required, facilitating regular meetings and working sessions with IT teams and business units to address ongoing issues.
  • Participate in an on-call rotation to provide after-hours support for core applications, ensuring seamless operations and minimizing downtime.
  • Project delivery support, including but not limited to, store construction and hardware rollouts, ensuring timely and efficient project delivery.

Requirements:
  • Minimum of 5-7 years in IT support environment, with a strong understanding of technical concepts and business processes.
  • Experience with SOTI MDM (Mobile Device Management) is a must, with a strong understanding of mobile device management and security.
  • Understanding of the fundamentals of network and server/desktop administration, installations, upgrades, techniques, tools, materials, and equipment.
  • Knowledge of processes and resources required to perform analytical and technical tasks on PC systems, with a strong understanding of PC hardware and software.
  • Experience working with ServiceNow or similar ITSM tools, with a strong understanding of IT service management principles and practices.
  • Strong knowledge of Office 365 and Teams, with a strong understanding of collaboration and communication tools.
  • Experience with supporting Digital Signage Platforms and Kiosks, with a strong understanding of digital signage and kiosk technology.
  • Strong knowledge of retail-based applications and business processes, with a strong understanding of retail operations and management.
  • Good understanding of hardware and networking components, with a strong understanding of network architecture and security.
  • Excellent analytical skills and understanding of common business analysis practices, with a strong ability to analyze data and identify trends.
  • Ability to learn new concepts in a short timeframe and share knowledge with other team members, with a strong ability to communicate complex technical concepts to non-technical stakeholders.
  • Ability to create and deliver training sessions, with a strong ability to facilitate knowledge transfer and cross-training.
  • Strong commitment to creating and maintaining documentation, with a strong ability to document technical processes and procedures.
  • Exceptional written and verbal communication skills, with a strong ability to communicate effectively with technical and non-technical stakeholders.
  • Bilingual (English/French) is an asset, with a strong ability to communicate in multiple languages.

Desired Behaviors:
  • Builds trust and credibility by consistently adhering to the organization's business principles and values, demonstrating a strong commitment to ethics and integrity.
  • Committed to results by taking personal responsibility for achieving mutually agreed-upon individual/team objectives, demonstrating a strong ability to drive results and achieve goals.
  • Demonstrates a desire to help and serve internal/external customers to meet their needs, with a strong ability to provide exceptional customer service and support.
  • Works collaboratively and cooperatively with others to achieve shared goals and objectives, demonstrating a strong ability to build and maintain effective relationships.
  • Recovers quickly after change, disruptions, or mistakes and can remain productive and focused, demonstrating a strong ability to adapt to changing circumstances.
  • Self-driven committed to high performance, with a strong ability to drive results and achieve goals.
  • Must have a high level of confidence in own abilities, with a strong ability to take ownership and responsibility for tasks and projects.

Working Conditions:
  • Ability to work in a team-oriented, fast-paced, and energetic environment with a drive to meet and exceed expectations, with a strong ability to work collaboratively and effectively in a team environment.
  • Ability to work on multiple projects/tasks while maintaining strict timelines to deliver results, with a strong ability to prioritize tasks and manage multiple projects simultaneously.
  • Willingness to participate in an on-call rotation to support core applications after hours and during weekends, with a strong ability to work flexible hours and provide after-hours support as needed.