Engineering Support Analyst

Ceridian

  • Canada
  • Permanent
  • Full-time
  • 22 days ago
Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in CanadaAbout the OpportunityThe purpose of the Engineering Support Analyst is to provide internal tier 3 product and development support for Dayforce Tax and Payment applications. Key stakeholders are internal teams and include Customer Support, Implementation, Trust and Tax Operations, Development and Product Management. Tasks include analysis, in depth trouble shooting & problem solving, documentation, and communication of issues.The successful candidate will be drawing upon their experience, skills and product knowledge to determine root cause of escalated issues. The ability to effectively manage the communication of these issues and possible solutions to the Business, Product Management, and the Development team is critical. Knowledge of Payroll, Tax and HR systems along with Dayforce business processes will assist in determining appropriate solutions and actions to take with respect to these issues. The candidate will assist in the creation of processes and procedures to meet changing business needs or product functionality to develop strong relationships with stakeholders in the business.The ideal candidate is a customer centric, creative, a demonstrated technical leader and hands-on contributor working with a variety of technologies and environments with excellent problem solving and multi-tasking abilities.What you’ll get to do
  • Manage and own the investigation, analysis and resolution of issues reported on the Dayforce Tax & Payment product suite
  • Serve as an internal subject matter expert, consultant and analyst to ensure high stakeholder satisfaction
  • Work proactively with the Development team to diagnose and determine cause of issues encountered during support of the products and determine strategies to eliminate recurring problems for our internal and external customers
  • Create documentation including Known issues and Informational Bulletins and assists in the creation of Technical Support Plans, Tiered Support Plans, workarounds and resolution avenues
  • Aid in identifying improvements to existing processes and ensure quality communication of changes
  • Coordinate with other areas of the Dayforce business to roll-out initiatives in a timely fashion
  • Participate in Organizational Readiness activities to ensure that Engineering Support activities related to new functionality and releases are identified and implemented
  • Gather and analyze support data to recommend departmental enhancements
  • Act as a representative of the Engineering Support Team, to ensure business needs are met
Skills and experience we value
  • Proficiency with SQL and an understanding of relational database systems.
  • Experience trouble shooting web-based applications
  • Experience in creating Ad Hoc and parameterized reports
  • Strong analytical skills; demonstrated ability to bring high complexity customer issues to resolution
  • Experience in development and tier 3 support environments and building/implementing support mechanisms
  • Previous experience in the Microsoft Azure or Cloud environments preferred
  • Proven experience with technical trouble-shooting using multiple tools and methodologies
  • Superior verbal and written communication skills
  • Experience in facilitation of meetings geared to drive out requirements from stakeholders
  • Negotiation skills to manage conflicting needs and bring about consensus on issues
  • Experience supporting applications in a .NET web framework
  • Understanding of product development lifecycle and processes
  • Excellent time management and problem-solving skills
  • Ability to work effectively and estimate tasks within a project schedule
  • Thorough, concise and detail-oriented
  • Strong team player who can work cross-functionally
  • Post-secondary education in a technical field and a minimum 2 – 5 years’ experience working in a technical, development, or customer system support environment or equivalent
  • Knowledgeable in Payroll and Tax HR systems and products an asset
  • Experience with tools set such as Azure Application Insights, Kubernetes, Azure Cloud Storage Solutions, and Kafka messaging, and API driven software support an asset
  • May be required to work beyond normal working hours, including on-call, and supporting of product release activities
  • Basic dexterity and coordination required to use PC products
  • Must be able to work within strict deadlines and accuracy requirements

Ceridian