Specialist, IOCC Applications

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 2,100 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers – all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.

 What's in it for you!

As a GTAA employee, you’ll have access to amazing benefits, including retirement planning, comprehensive group health benefits, an employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.

What you can expect from this position:

Reporting to the Manager, IOCC Communication Systems, this role supports the development, implementation and ongoing optimization of critical Airport Operations communication technologies, including Zetron Communications Console, Computer Aided Dispatch (CAD), and Everbridge. Acting as a subject matter expert and key liaison between operational teams, IT and vendors, the role ensures systems are reliable, data is accurate, and technology solutions continue to meet evolving operational needs.

As a Specialist, IOCC Applications, you will:

• Administer and support CAD, Zetron Novus and Everbridge applications and associated technologies.
• Manage user access, roles, permissions, system configurations and application databases.
• Monitor system performance, integrations and business processes to support reliable operations.
• Serve as a subject matter expert and primary point of contact for functional requirements and system changes.
• Troubleshoot system issues in collaboration with operational teams, IT and external vendors.
• Identify opportunities to improve system performance, functionality and operational processes.
• Gather business requirements and translate operational needs into effective system solutions and enhancements.
• Coordinate system configurations, enhancements, integrations, testing and implementation activities.
• Conduct FAT, SAT and UAT testing and validate system changes to ensure operational requirements are met.
• Develop and deliver user training, guidance, SOPs and supporting system documentation.
• Develop and analyze operational reports, metrics and data to support performance monitoring and decision-making.
• Build collaborative relationships with IOCC Business Units and internal and external stakeholders to support projects, system lifecycle activities and continuous improvement.

This unionized position is classified at the Band 8 level, with an hourly wage rate of $53.06, based on a 37.5 hour work week. As part of the recruitment process, you will be required to complete a test.

This is the role for you, if you have:

• 3+ years of experience in airport/aviation operations, a communications or transportation control centre, or another fast-paced operational environment.
• Experience supporting operational systems in a communications centre or similar 24/7 environment, including configuration, testing, troubleshooting and stakeholder support.
• Experience developing SOPs, job aids and/or technical reference materials.
• 2+ years of experience administering operational systems, including user access, configuration, testing, troubleshooting, stakeholder support and vendor coordination, preferred.
• 2+ years of experience developing performance reports, dashboards, summaries and data-driven recommendations, preferred.
• Technology-related project delivery experience is an asset.
• A valid Provincial Driver’s License (G).
• A post-secondary degree or diploma in aviation management, public safety communications, business/data analytics, operations management, business administration, or a related field, or an equivalent combination of education and relevant operational experience.
• Ability to obtain and retain Transportation Security Clearance.

Knowledge and skills you bring, that set-you up for success:

• Knowledge of user account administration, access controls, and permission management.
• Knowledge of system configuration, testing, troubleshooting, and change management processes.
• Knowledge of operational communications and associated business processes.
• Knowledge of application and system lifecycle management.
• Knowledge of airport operations, performance drivers, and operational systems.
• Knowledge of troubleshooting methodologies, including RCA, the Scientific Method, ITIL Problem Management, and related approaches.
• Knowledge of operational data sources, performance measurement, and analytics principles.
• Knowledge of systems thinking, process improvement, and operational optimization methodologies.
• Knowledge of data management, database concepts, and business intelligence practices.
• Knowledge of statistical analysis, predictive modeling, and data-driven decision-making techniques.
• Knowledge of airport facilities, operational environments, and security requirements.
• Application administration and user access management skills, including account provisioning, permissions, and role management.
• Technical troubleshooting skills to identify, investigate, and resolve system issues.
• System testing, validation, issue tracking, and quality assurance skills.
• Analytical and critical thinking skills to assess operational requirements, system performance, and opportunities for improvement.
• Skills in data collection, validation, integration, and management across multiple sources.
• Skills in data analysis, statistical modeling, and performance reporting.
• Business intelligence, dashboard development, and data visualization skills.
• Strong written, verbal, presentation, and communication skills.
• Advanced proficiency in Microsoft Office applications, particularly Excel.
• Ability to work independently and exercise sound judgment when supporting mission-critical operational systems.
• Ability to troubleshoot technical and operational system issues and coordinate effective resolutions with users, IT teams, and vendors.
• Ability to analyze complex operational systems and performance data.
• Ability to manage multiple priorities, projects, and system-related activities in a fast-paced operational environment.
• Ability to communicate technical and analytical information clearly to both technical and non-technical stakeholders.
• Ability to identify trends, risks, bottlenecks, and opportunities for improvement.
• Ability to apply critical thinking and data-driven problem-solving techniques.
• Ability to build collaborative relationships and influence stakeholders.
• Ability to adapt to changing operational environments, priorities, and technologies.

The GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive.