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System Analyst - E-commerce

Vancouver, BC
Full Time
3 days ago
System Analyst - Canada Drives

Canada Drives is changing Car Buying in Canada! Be at the forefront of the biggest disruption in car shopping in our lifetime. For the first time ever, Canadians have the power to buy their next vehicle completely online! Be an important part of the team that builds the technology that provides customers with a 100% online purchase experience--from start to finish--including delivery right to their door!

Canada Drives is a young, dynamic, and fast-growing company. We work with dealerships and finance partners across Canada to ensure that every customer, regardless of bad credit or no credit, has access to the auto financing they need. As a company, we are growing steadily and, we want you to join our growing team! We're looking for a talented senior software developer who has a passion for coding, and a talent for mentoring leading and developing other developers in order to drive forward the various products offered by Canada Drives!

NOTE - This is a remote, full-time permanent, work-from-home position and is open to all applicants from across Canada who are legally entitled to work in Canada.

Application Support Analyst - e-commerce

What you'll be doing

  • Coordinate initial triage analysis on day to day incidents for the Canada Drives shop
  • Manage the support backlog and articulate prioritization discussions with key stakeholders
  • Facilitate the assignment of tasks among support team members
  • Identify recurring issues and coordinate root cause analysis and improvements with product teams
  • Own incident escalations and communications until resolved
  • Monitor logs, events and automated testing routines in production and take corrective actions as needed
  • Create/update quality control documentation and coordinate knowledge transfer to support team
  • Enhance support and monitoring processes
  • Prepare change requests for operational support and maintenance
  • Work in collaboration with Release Manager and product team on new deployments and releases

Must have:

  • Degree in computer science or a related field
  • Minimum 7 years of experience supporting business applications such as e-commerce, ERPs or CRMs.
  • Working experience with JIRA Service Desk and Confluence.
  • Proficiency in ITSM, ITIL and Customer support processes
  • ITIL certification will be an asset
  • Solid understanding of Software Development Life Cycle and agile methodologies
  • Business acumen and analytical thinking
  • Strong attention to details
  • Innate ability to take ownership and accountability for troubleshooting production issues, determining root causes and engaging proactively in applying long-term solutions

Nice to have

  • Basic knowledge of Salesforce and Shopify
  • Previously performed a QA/Testing role
  • Technical knowledge on programming languages such as PHP and Java-based frameworks
  • Knowledge of SQL
Information Technology