Senior Analyst - Commercial Technology

WestJet Group; Calgary; On-site; CAD 90,000 - 130,000; Full time

Job summary

WestJet Group seeks a Senior Analyst to serve as a lead technical resource within Commercial Tech Solutions, supporting Marketing, GX, Sales, and Cargo Technology Teams. The role covers administration, improvements, troubleshooting, and incident management to keep systems stable and responsive.

The successful candidate will provide technical leadership in sprints, assist in requirements gathering, and mentor analysts while coordinating with third-party vendors to meet business needs and ensure

Qualifications

• College diploma or university degree in CS, IS, MIS, or related field.
• 8+ years of experience delivering enterprise technology solutions.
• Strong organizational skills and ability to manage multiple priorities.
• Experience with web-based, hosted, SaaS platforms and integrations.
• Proficiency with MS SQL and Oracle; scripting with PowerShell and Python.
• DevOps experience is an asset; ITIL knowledge preferred.

Responsibilities

• Administer relevant technology within the product team.
• Provide technical lead for sprint work items with timelines.
• Lead change, incident, and problem management tasks.
• Understand architecture and troubleshoot challenges.
• Review system effectiveness and develop improvement strategies.
• Assist in requirements gathering, design, and implementation of enhancements.
• Document steps and maintain knowledge management runbooks.
• Participate in audits and on-call rotations as needed.
• Mentor Analyst group within the team.

Skills

Stakeholder management

DevOps knowledge

SQL & Oracle

ITIL familiarity

Education

Bachelor's degree in CS / related field

Tools

PowerShell

Python

Job description

Overview of role:

The Senior Analyst is responsible for being a lead technical resource within the Marketing, GX, Sales, and Cargo Technology Team within Commercial Tech Solutions, supporting and providing technical expertise across key systems that enable business value for WestJet.

Being the lead analyst within an operational and enablement pod for the respective business groups, the senior analyst will administer, implement key improvements, troubleshoot issues, and resolve incidents within the technology stack that supports the business unit. Playing a key role in change, incident, and release management for the product stack, the analyst will maintain the stability and functionality of the systems supported.

The senior analyst will lead the technical aspects within the scrum methodology and will participate in estimations, planning, and delivery of sprints. Can be asked to provide input on developing requirements and propose solutions that meet business needs.

Key deliverables / responsibilities include:

• Administration of relevant technology within their product or operationally focused team
• Technical lead for sprint work items identified as priority within timelines
• Leads in change, incident, problem management tasks within product team
• Understanding of overall architecture of technology supported and how to identify and troubleshoot challenges within, provides insights and expertise where required
• Lead the review/analysis of the effectiveness and efficiency of existing systems in developing strategies, for improving or further leveraging these systems.
• Assist/lead in the requirements gathering, design and implementation of new applications, upgrades, or enhancements to existing applications
• Ticket management, documentation of steps taken to fix or improve work items
• Knowledge management input, development of support runbooks and transition to operation process
• Responsible to ensure that all knowledge management is up to date and published for technology supported
• Ownership of security posture within technology stack supported
• Participation in relevant audits if required
• Requirement to be on call if supporting a Tier 1 / 2 platform or process
• Mentorship of Analyst group within the wider team

Experience and qualifications:

• College diploma or university degree in Computer Science, Information Systems, Management Information Systems, or a related discipline; an equivalent combination of education and relevant experience will also be considered.
• 8+ years of relevant experience supporting, implementing, or delivering enterprise technology solutions.
• Strong organizational and time-management skills, with demonstrated ability to manage multiple priorities in a fast-paced operational environment.
• Experience in the design, implementation, integration, and operationalization of web-based, hosted, proprietary, and SaaS platforms.
• Working knowledge of MS SQL and Oracle database environments, with experience using scripting or automation technologies such as PowerShell and Python.
• DevOps experience is an asset
• Strong incident and problem management capabilities, including troubleshooting, root-cause analysis, and resolution of complex application and platform issues.
• Demonstrated ability to quickly learn and adapt to new technologies, platforms, and business processes.
• Solid understanding of ITIL processes and documentation standards; ITIL certification is considered an asset.
• Experience with Marketing automation and journey orchestration, including the development and support of scalable automated campaign workflows, queries, and data integrations while maintaining platform stability and business continuity.
• Experience working with and coordinating multiple third-party technology vendors.
• Exceptional collaboration and stakeholder-management skills, with the ability to build strong partnerships across Business and IT, translate business needs into technical solutions, communicate complex concepts clearly, and influence teams toward aligned outcomes.
• Strong written communication and documentation skills, including the ability to develop business and technical requirements, process documentation, solution definitions, and operational procedures.
• Ability to participate in an on-call rotation supporting business-critical services, including after-hours support (24/7)