ORGANIZATION: Pathways to Education Canada
POSITION: Technology Support Analyst (Bilingual)
REPORTING TO: Manager, Solutions Architecture
LOCATION: Toronto or Montreal (Hybrid)
DURATION: 1 year contract
START DATE: As soon as possible
WEBSITE: www.pathwaystoeducation.ca
Technology Support Analyst (Bilingual), Pathways to Education Canada
We’re looking for someone who can change the paradigm for Canadian youth living in poverty. Someone who enjoys building partnerships, making an impact, and working with energetic, high-performing teams. Is that you?
Pathways to Education is a national, charitable organization breaking the cycle of poverty through education. Its award-winning program is creating positive social change by supporting youth living in low-income communities to overcome barriers to education, graduate from high school, and build the foundation for a successful future. Through the collective power of partnerships, Pathways to Education’s innovative program is preparing youth for tomorrow.
The Opportunity
Pathways Canada is accelerating its growth, through innovation, to support more youth across Canada. The Technology team leads the innovation and digital transformation strategy that enables the organization to sustainably scale its impact.
As a key member of the Technology team, you will support the effective implementation of Pathways’ technology platforms by providing analysis, issue management, training support, and reporting. You will be the first point of contact for application users when they encounter technology/process issues or when they request new features. As the successful candidate, you bring a strong customer service focus, critical thinking and exceptional problem-solving skills, and an understanding of how technology supports business processes.
What You’ll Do
- Fully manage inquiries and issues experienced by application users, including problem identification, evaluation, analysis, resolution, communication, and documentation.
- Triage and monitor the process of handling requests for major customizations/changes to any Pathways platforms.
- Gather business and technical requirements pertaining to the requested change, analyze the business impact of the request, and develop recommendations for implementation.
- Coordinate with the Learning & Development team to assess, develop, and execute plans to meet Pathways Program location training needs.
- Develop and maintain standard processes and operating procedures, including key performance metrics.
- Analyze security events and identify trends, attacks, and potential treats to data/technology platforms.
- Manage escalations of issue resolution by coordinating with various internal and external groups (e.g., within the Technology team or other teams at Pathways Canada, Pathways Program locations, third-party vendors).
What You Bring
- Experience supporting software applications, preferably with incident management and resolution.
- Fluency and strong written and verbal communication skills in English and French, including the ability to present and explain information to various stakeholders in both languages.
- Experience supporting enterprise level technologies, such as CRM/case management systems.
- A clear understanding, at an enterprise level, of application, network, and infrastructure.
- Demonstrated understanding and experience with current incident and inquiry management best practices and standards.
- Critical thinking and contextual analysis experience.
- Excellent organizational and time management skills; ability to plan, prioritize, and meet deadlines under tight timelines.
- Ability to adapt, learn, and thrive in a dynamic and fast-paced environment.
- Genuine curiosity for technology and business improvement.
Nice to have
- Experience working with major cloud platforms.
- Experience working in an agile environment.
- ITIL certification or other IT service management certifications.
- Understanding of SDLC.
What We Offer
- An exciting opportunity to be part of a leading not-for-profit dedicated to excellence and impact.
- A collaborative work environment with a culture of innovation.
- Opportunities for learning and professional development.
- Competitive salary.
- Generous vacation and health benefits package.
To confidentially explore this opportunity, please submit a cover letter and resume with the subject line ‘Technology Support Analyst’ to talent@pathwayscanada.ca. Applications will be accepted until midnight on November 5, 2023. Pathways Canada thanks all applicants for their interest. Due to volume, only those who qualify for an interview will be contacted.
Pathways to Education Canada is committed to fostering a diverse work environment, one that is inclusive of different races, ethnic origin, citizenship, gender identity, gender expression, sexual orientation, ages, family status, disability status, and intersectional identities. All interested candidates are encouraged to apply and advise us of any accommodations or supports needed to ensure fair and equitable access throughout the recruitment and selection process.