Leads technical administration and operational support for commercial technology systems serving Marketing, Guest Experience, Sales, and Cargo. Responsibilities include incident, problem, change, and release management; troubleshooting; requirements gathering; application enhancements; sprint leadership; documentation; security posture ownership; vendor coordination; audit participation; on-call support; and analyst mentorship.
This position requires in-person collaboration up to five days a week. This arrangement is subject to change based on business requirements.
Why WestJet:
Since our story took off in 1996, WestJet has strived to enrich the lives of everyone in our world; a career with us is no exception. We’re proud to be one of Canada’s most admired and respected corporate cultures and continuously aim for the highest standards of service and success.
Join us, this is where your career story takes off.
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)
The benefits of being a WestJetter:
WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:
- A fun and friendly culture with colleagues who work together to win
- Travel privileges for you and your family, effective from your start date
- Savings and Benefit programs that are flexible to meet your specific needs
Think we’re a great fit? Apply now!
About WestJet Group of Companies
WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Since then, WestJet has pioneered low-cost travel in Canada, cutting airfares in half, and increasing the flying population in Canada by more than 50 per cent. Since the Sunwing Airlines integration in 2025, more than 15,000 WestJetters support nearly 200 aircraft and connect guests to our global network of more than 100 destinations across North America, Central America, the Caribbean, Europe and Asia. The WestJet Group is a major Canadian employer and includes WestJet Airlines, WestJet Encore and Sunwing Vacations Group. We’re Canada’s leading value airline and largest vacation provider, with a united purpose of providing affordable and accessible air and vacation travel to Canadians.
Our safety promise
At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. Safety and security are shared responsibilities all team members are expected to use safe work practices to ensure their well-being and the safety of others. WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk. All roles that are identified as Safey-Sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's Alcohol and Drug Policy.
Our commitment to diversity, equity and inclusion
We embrace what makes each of us unique, and what makes us uniquely WestJet. We welcome diverse skills, experiences and backgrounds so if you're passionate about this role, we encourage you to apply – even if you don't meet every qualification listed. WestJet is committed to inclusiveness, equity and accessibility throughout the selection process. If you require accommodation at any stage, please contact our Talent Acquisition team at [email protected].
We value the time and effort you put into your application. Our recruitment process is highly competitive and while every applicant will receive communication regarding their application status, only those selected to move forward will be contacted with next steps. If this role isn’t the right fit, we encourage you to explore future opportunities with us.
For more information about everything WestJet, please westjet.com/aboutus.
If you wish to withdraw your application or request that your personal information be deleted, please contact us at [email protected].
If you wish to withdraw your application or request that your personal information be deleted, please contact us at [email protected].
WestJet Calgary, Alberta, CAN Office
Calgary, Canada
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