Application Support Analyst / DeveloperPosition SummaryPerformance ObjectivesThe TeamThe Company
CaseBank Technologies, Inc.
Mississauga, Ontario
16d ago

May 9, 2018

CaseBank’s ChronicX service provides recurring maintenance defect identification and tracking for many of the world’s largest and best-

known airlines. The customer base continues to grow at accelerating year-over-year rates, largely through industry word-of-mouth.

This rapid growth is enabled and supported by our ChronicX Services team, which supports the setup, deployment, evaluation and customization, and go-

live of the ChronicX SaaS web application to new airline subscribers.

The successful candidate will be responsible for working with the customer’s IT department to implement data feeds from their existing systems and to cleanse those data feeds for use with ChronicX.

ChronicX performs knowledge extraction from these data feeds using a variety of Natural Language Processing algorithms backed by general, industry-

specific, and customer-specific dictionaries and word lists. The successful candidate will manage and adjust these dictionaries to tweak algorithm performance and eliminate missed incidents and false positives.

You will also work with the customers on a regular basis to provide guidance and support on using ChronicX and identify opportunities to improve their configurations.

The ChronicX team is growing quickly and operates at a fast pace. Accordingly, a person in this role is expected to be comfortable working in an agile environment with highly dynamic schedule and constant opportunities to tackle new challenges.

Primary Objectives :

  • Within the first month, establish an understanding of the ChronicX application, its utility to commercial airlines, and how it applies natural language processing to analysis and grouping of maintenance records.
  • Within the first three months, establish a comfort level with aircraft systems, terminology, and ChronicX configuration, working to independently onboard new customers with modest to minimal supervision and oversight.
  • Within the first six months, establish deep understanding of the aircraft maintenance control environment and the ChronicX application, moving into a customer-
  • facing role and supervising / mentoring new support analysts.

    Secondary Objectives :

  • Work with and attend status meetings with ChronicX’s customers at regular basis to support users and identify possible improvements to their instances
  • Perform data analysis on large and technical datasets
  • Provide suggestions for product improvement to the ChronicX development team, supporting continuous improvement and optimization of the onboarding toolset used by analysts and the ChronicX algorithms.
  • Learn (or apply existing knowledge of) SQL and Python programming to write and maintain data processing and cleansing scripts used during customer data import into ChronicX
  • Provide level 2 customer support for ChronicX customer deployments
  • Identify and resolve incidents through our ticketing system and provide business support.
  • Perform ongoing application data monitoring and analysis.
  • Work with the customer’s IT department to implement data integration
  • Required Skill Set :

  • At least 2 years of experience with SQL relational databases (Microsoft SQL Server Transact-SQL is preferred) and capable of writing SQL statements and procedures.
  • At least 2 years of experience with Python.
  • At least 3 years of experience delivering excellent customer service.
  • Experience with Java.
  • Formal training / certification / degree in a quantitative based field (Analytics or Mathematics, Computer Science, Statistics or Engineering).
  • Excellent communication and presentation skills
  • Excellent attention to details and ability to spot errors and issues.
  • Analytical and capable of investigating technical issues.
  • Ability to perform analysis and identify root cause of issues
  • Knowledge in Aviation or Aircraft Manufacturing will be considered a bonus.
  • Comfortable working in a fast-paced environment
  • A team-player who also has a strong sense of ownership
  • Interest in working with and learning about natural language processing and machine learning technologies.
  • You will need to demonstrate that you can make a difference quickly while embracing CaseBank’s performance-driven culture.

    We’ll give you the help you need to make that happen. Our team has a few common characteristics; if you share these, you’ll fit right in :

  • We work together to achieve common goals without chasing individual credit.
  • We take our work seriously, but not ourselves.
  • We’re ambitious but grounded.
  • We get satisfaction out of building products that have a material impact on the world and will outlive us.
  • CaseBank Technologies, a Division of ATP, () commercializes a diagnostic software tool, SpotLight®, for the troubleshooting of aircraft, engines, and other complex equipment and a SaaS web application, ChronicX®, which helps airlines and MROs improve the health of their fleets by providing an innovative approach for detecting and managing recurring defects.

    In December 2016 CaseBank was acquired and merged with ATP by the Chicago-based private equity firm ParkerGale Capital who continues to reinvest in growing and enhancing the business and its product lines.

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