Technical Analyst

**Company Description**
Our specialty is optimization And we take pride in our expertise. We harness our collective intelligence to impact people's lives by enhancing urban mobility efficiency. Our innovative software solutions and expert services in public transportation and postal operations are recognized worldwide.

Working at GIRO means:

- Being part of a Quebec-based company that stands out internationally for the quality and efficiency of its transport software solutions;
- Utilizing analytical and problem-solving skills daily to solve complex client problems;
- Being at the forefront of project deployment with our clients, comprised of some of the largest public transport companies worldwide;
- Thriving in a healthy, stimulating, and highly collaborative environment surrounded by a qualified and dedicated team;
- Advancing your career according to your personal goals with access to a well-established role evolution plan within the company;

Our mission is to assist our clients in the success of their high-performance infrastructure supporting our software through our high-quality consulting services, installation skills, and support with our structured approach focused on trust, collaboration, and partnership.

In all we do, we are guided by our passion for technology in a human environment to build a relationship of trust and honor our commitments.

**To be recognized for**:
The performance of our installations The efficiency of our support With a transparent, personalized approach To our clients undergoing technological transformation In a stimulating Agile work environment, centered on people, while enjoying work.

**Overall Role Description**

The technical analyst at the service center uses problem-solving, analytical, and communication skills to resolve various complex technical problems related to software installation at the client's site.

The technical analyst collaborates with marketing, project, and development teams to propose technological environments that meet the client's needs in an On-Premise or GIRO cloud-hosted context. Among other things, they create, document, and maintain documents related to technical architecture.

To fulfill their responsibilities effectively, the technical analyst at the service center understands the elements necessary for deploying and installing our software in the client's environment, hosted by GIRO. They keep their knowledge of the tools and systems required for their analysis work up to date.

The technical analyst at the service center reports to a practice manager.

**Primary Responsibilities**:

- Deliver excellent quality within an excellent context
- Participate actively in Agile activities and continuous improvement not only for oneself but also for the team
- Respond to incidents submitted by clients
- Write, validate, and update the sizing of our hosting solution Prepare or participate in training provided to system architects at the client's site
- Assist the project manager in resolving deployment or software installation issues
- Participate in a crisis management committee when necessary
- Conduct remote sessions with the client to resolve complex problems
- Follow up on the status of incidents and inform clients of the results
- Coach/train agents to increase their knowledge and skills
- Occasionally provide training to new hires

**Qualifications**
- Transparency and honesty
- Acceptance of making mistakes to promote continuous improvement
- Innovative Collaborative Enjoy encouraging, praising, supporting, and showing interest in teammates
- Eager to learn new methods and technologies
- Comfortable diving into the unknown to solve a complex problem or learn a new technology Learn from mistakes
- Deliver quality service
- Empathetic towards teammates, collaborators, and clients
- Aware of the impact of words and actions on the team
- Accountability, respect, commitment, curious, modest, autonomous, open, courageous, and flexible
- Actively participate in creating a safe team environment where values of respect, trust, and transparency prevail

**Additional Information**
At GIRO, you will be quickly integrated and called upon to contribute concretely The well-being and fulfillment of our employees are important to us. That's why we offer a range of benefits, including:

- Flexible working hours, including telecommuting to promote work/life balance;
- A warm welcome and a personalized learning program tailored to each individual's development and career path needs;
- An annual bonus program;
- Competitive vacation and leave days on the market, including the days between
- Christmas and New Year's Day off and paid;
- An employee assistance program (EAP) and telemedicine;
- Several recognition and team-building activities: team breakfasts, yoga or aerobics classes,
- Christmas party, sports activities, etc.;
- A GIRO day where employees are encouraged to enjoy outdoor activities;
- A basic individual or family group insurance plan cover