Role Title: Operative IBMS Production Support Analyst (L1/L2/L3) Location: Toronto, ON (Hybrid) Duration: 6–12 Months of Contract with high possible extension Client Domain: Telecom

Mandatory Skills: Strong experience with Operative IBMS Client System. Solid understanding of broadcast/media advertising workflows, including: Scheduling, Ad Sales, Traffic, Billing Hands-on experience with SQL queries, database troubleshooting, and data analysis. Experience providing L1/L2/L3 production support in a helpdesk environment. Familiarity with ticketing tools such as ServiceNow, JIRA, or similar platforms. Strong analytical, troubleshooting, and problem-solving abilities. Excellent written and verbal communication skills. Experience working directly with business users and cross-functional teams.

Position Overview: We are seeking an experienced IBMS (Operative Client) SME / Techno-Functional Analyst to provide production support, troubleshooting, and functional expertise for the Operative IBMS platform. The ideal candidate will possess strong techno-functional knowledge of media and advertising operations, hands-on SQL skills, and experience supporting business-critical applications in a helpdesk environment. The role requires close collaboration with business users, technical teams, and operational stakeholders to ensure seamless functioning of scheduling, ad sales, traffic, billing, and integrated systems.

Key Responsibilities: Provide L1, L2, and L3 application support for Operative IBMS in a production/helpdesk environment. Troubleshoot and resolve issues across Scheduling, Ad Sales, Traffic, and Billing modules. Manage incidents, service requests, and user queries through ticketing systems such as ServiceNow or JIRA. Perform SQL-based database analysis, troubleshooting, data validation, and corrective actions. Investigate and resolve data inconsistencies, interface failures, and system integration issues. Conduct Root Cause Analysis (RCA) and implement preventive measures to reduce recurring incidents. Ensure adherence to established SLAs and operational support processes. Support user access management, system configurations, and minor application enhancements. Collaborate with Sales, Traffic, Finance, Operations, and Technical teams to resolve business and system-related issues. Monitor application health, troubleshoot production issues, and coordinate resolution with vendors and internal teams. Assist in testing, deployment validation, and change management activities.

Preferred Skills: Understanding of infrastructure and End User Computing (EUC) environments, including: VDI, VPN Remote access technologies Experience with system integrations, APIs, and data interfaces. Exposure to reporting and analytics tools. Knowledge of incident, problem, change, and release management processes. Telecom or Media Industry experience is highly preferred. Education & Experience; Bachelor's degree in Computer Science, Information Technology, Engineering, or related field. 5+ years of experience supporting Operative IBMS or similar media sales and traffic management platforms. Experience working in a production support or application support environment.