Sr. Configuration Systems Analyst

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region. Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce. Our brand promise - Makes Work Life Better TM- Reflects our commitment to employees, customers, partners and communities globally.


Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in the United States

Must be able to obtain or currently possess a U.S. security clearance, requires U.S. citizenship and residency in the United States, a clean background check, and the capability to pass initial and recurring drug screenings

About the opportunity
The Sr. Configuration Systems Analyst is primarily responsible for providing Configuration Management, Incident Management and Infrastructure support for all Dayforce software solutions. The analyst will collaborate with Development, Support, Services and Technology teams as well as Dayforce clients throughout the software product lifecycle to ensure high quality deliverables. The ideal candidate will be part of a team that supports the global landscape of the Dayforce customer base across our data centers in the US, Canada, Europe, and Australia.

What you'll get to do
• Configuration Management
◦ Setting up and managing Dayforce environments across various data centers
◦ Responsible for infrastructure requirement planning for all new Major releases. E.g., server build requests, server resource capacity (disk, CPU, memory, OS)
◦ Responsible for rigorously verifying environment readiness prior to Production use. E.g., initial setup, external communications testing, IP whitelisting, smoke testing.
◦ Ensure best practices across processes. E.g., environment creation checklist, escalation guidelines.
◦ Own the end-to-end process of delivering Dayforce hotfixes/patches and upgrades
◦ Responsible for all internal notifications.
◦ Responsible for pre and post deployment checks. E.g., validate build versions, upgrade script failures.
◦ Providing technical assistance to analysts to address any deployment issues.
◦ Ensure best practices across process. E.g., upgrade checklists, quality controls, etc.
◦ Assist Services team with Dayforce Hosting configuration (e.g. SFTP, access, automation tools etc.)
◦ Reviewing and enabling new features including liaising with Development for additional assistance.
◦ Ensure best practices across processes. E.g., security groups access, confidentiality of credential sharing etc.
◦ Ensure documentation of all platform architecture, design, analysis and operational work
◦ Reviewing and approving knowledge articles prior to posting on Sharepoint / Wiki.
• Incident Management
◦ Assist internal Dayforce users and Dayforce Customers through Configuration Management tasks within the prescribed SLAs (e.g. application troubleshooting, backfills, upgrades, access, creation etc.)
◦ Actively promote use of available automation tools with internal users to minimize ticket logging. E.g., Toolbox/WatchTower workshops, documentation and facilitating learning sessions, etc.
◦ Analyze and prioritize incidents, ensuring that the best practice incident management processes and guidelines are being followed
◦ Ensure best practices across processes. E.g., avoid cherry picking, escalation management, severity management, client communication, aged tickets etc.
◦ Own and resolve complex tickets and facilitate knowledge sharing across team.
◦ Ensure ticket handling guidelines are being followed (e.g. first response, appropriate ticket classification, prompt routing of non-CM related tickets, regular update cadence, concise communication including direct phone call interaction to reduce forth and back email practices etc.)
◦ Liaise with Support teams for application specific issues impacting Dayforce
◦ Follow strict adherence to escalation guidelines for Dayforce and go-live impacting incidents
◦ Be a technical escalation path for analysts.
◦ Liaise with various internal stakeholders (e.g. other Cloud Hosting teams, Development, Support etc.) for incident resolution through workarounds or permanent fixes.
◦ Ensure best practices across process in terms of client communication and general ticket handling guidelines.
◦ Assist analysts in triaging of tickets and providing technical assistance.
• Infrast