IT Production Support Analyst

About the Role

The role sits within our Critical Infrastructure team, which for more than 80 years designs, builds and modernizes infrastructure that connects and protects communities worldwide. You will collaborate with support, operations and development teams to ensure production stability and reliable service delivery. • Provide Tier 2 support for production applications and tools. • Troubleshoot and triage user, application, and access issues; escalate as needed. • Log, track and update incidents and requests in Jira. • Contribute documentation and knowledge‑base articles for common issues. • Assist in planning and executing application deployments and configuration changes. • Follow deployment runbooks/checklists and verify successful releases. • Perform post‑deployment validation and identify rollback or hot‑fix needs. • Help maintain Jira projects, boards, workflows and fields under senior guidance. • Create and update filters, dashboards and simple reports for internal teams. • Ensure tickets are properly categorized, assigned and up‑to‑date. • Work with stakeholders to clarify reporting needs and ensure data accuracy. • Document frequently used queries and reports for reuse. • Draft and send clear communications for incidents, maintenance and deployments. • Maintain email distribution lists and communication channels. • Support incident communication including status updates and post‑incident summaries.

Key Responsibilities

• ▸production support
• ▸jira administration
• ▸app deployments
• ▸dashboard creation
• ▸issue triage
• ▸incident communication

What You Bring

We are looking for an IT Production Support Analyst to provide internal tech support, manage deployments, assist with Jira administration, write SQL queries for ad‑hoc reporting and support incident communications. Our environment is primarily AWS‑based with MySQL/Aurora and Oracle databases, and we prefer candidates in the US Mountain or Pacific time zones. • Write basic to advanced SQL queries against MySQL/Aurora and Oracle for reporting. • 1–2 years experience in production, application or IT support (internships welcome). • Experience writing SQL queries with joins, filters and aggregates. • Exposure to AWS services (e.g., EC2, RDS, CloudWatch) or other major cloud providers. • Experience using a ticketing/work‑tracking tool such as Jira, ServiceNow or Zendesk. • Strong troubleshooting mindset and curiosity about end‑to‑end systems. • Clear written and verbal communication, especially for non‑technical users. • Customer‑service orientation supporting internal users. • Detail‑oriented, organized and able to manage multiple tickets/tasks. • Willingness to learn, ask questions and seek guidance. • Ability to stay calm under pressure during incidents or tight timelines. • Collaborative attitude with support, operations and development teams. • Basic scripting skills (Bash, PowerShell or Python) for simple automation. • Understanding of basic ITIL concepts (incident, request, change, problem management).

Requirements

• ▸sql
• ▸aws
• ▸jira
• ▸python
• ▸itil
• ▸troubleshooting

Benefits

The position offers a salary range of $21.88–$38.27 per hour and a comprehensive benefits package that includes health, vision, dental, employer‑paid provincial care premiums, a defined contribution pension plan, TFSA and RRSP options, life insurance, paid time off, holidays and gym‑membership discounts. This posting will remain open for at least three days and up to thirty days until a qualified applicant is selected. Parsons is an equal‑opportunity employer and values employee wellbeing, offering endless growth opportunities as we shape the future together.

Work Environment

Onsite