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IT Systems Performance Analyst

Date: Jun 16, 2022

Location: Thornhill, ON, CA, L3T 0A1

Company: CAA Club Group

About Us

Reporting to the Manager, IT Service Delivery, the primary objective of the role is to ensure the performance and stability needs of the critical IT systems and services consumed by Associates, Members, or Customers of CAA Club Group.  

Keys to success in this role include extensive knowledge of end user functions and features of each critical business system; knowledge and understanding of key performance indicators to gauge system performance; in-depth knowledge and expertise in the tools employed to gauge system performance; reporting and analytics to assess performance in real time, identify potential or actual bottlenecks and to perform trend analysis.

Who we are

As Canada's largest automobile association, we are passionate about keeping our Members safe-- whether they are on the road, at home, or travelling abroad. Meeting the diverse needs of our two-million Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward. Life at CAA Club Group is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development-- and we regularly recognize their achievements and outstanding results. CAA Club Group (CCG) is known for providing stellar emergency roadside assistance to our motoring Members and non-Members. We work hard and play hard. We're about doing what's right and feeling good about it.

Position Details

What You Will Do:

  • Acquire/demonstrate in-depth business system knowledge concerning all features and functions.
  • Leverage business system expertise to instrument the systems performance management tools to monitor performance from an end-user experience perspective.
  • Liaise with business systems owners and end-users as necessary to understand and document application and system requirements from an end-user experience perspective. 
  • Collaborate with Application Development teams on enhancing end-user performance experience and system performance enhancements as appropriate
  • Understanding all underlying components and technologies that constitute a “system.”
  • Leverage toolsets and systems expertise to assist with quick troubleshooting for critical systems issues affecting business operations.
  • Establish and maintain standardized testing and measurement methodologies
  • Baselining performance for all user functions
  • Lead on the gathering, collation, validation, preparation, and sharing of performance data and information for internal analysis purposes
  • Pro-actively monitor,measure,analyze,and report on the end-user experience performance 
  • Acquire and demonstrate proficiency and expertise in the tools employed to monitor and manage systems performance
  • Instrumentation to extract key performance elements
  • Guide to all areas on the results or reports of the application performance tools
  • Owns and manages the application performance tools
  • Proficiency in tool usage
  • Training of others in tool usage as required
  • Tool upgrades / enhancements
  • Managing a mix of tools and consistent deployment across all critical systems
  • Research and assessments of new and emerging performance tools and technologies
  • Establish and review appropriate KPIs and metrics
  • Set up the appropriate monitoring processes and ensure that all the stakeholders understand what to do with the various alerts.
  • Development and maintenance of performance dashboards - real-time and historical
  • Statistical and operational analysis
  • Work with IT Service Delivery Manager and peers to develop and deliver system performance analysis to IT stakeholders, leadership, or business partners as required
  • Maintain ongoing awareness of existing utilization levels and available capacity
  • Work collaboratively with Infrastructure and Application Architects to define capacity requirements for planned implementations
  • Provide performance analysis services to Application Development or Infrastructure Services teams as required

Who You Are:

  • Post Secondary education or Diploma in computer science or Information Technology or equivalent experience 
  • Proficiency in PowerBI preferred 
  • Practical experience with systems performance monitoring and management tools – i.e. Dynatrace
  • 5+ years experience as a Business Analyst assessing business systems from a user perspective
  • Industry certifications in performance tools such as Dynatrace are preferred
  • Strong written and oral communication skills
  • Excellent time management, analytical and problem-solving skills
  • Ability to work effectively and productively within a team environment

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). CAA CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.

As an organization we are focused on safety, which includes the safety and well-being of our Associates. Therefore, you must be and remain fully vaccinated as a condition of employment