• Learning and Development Programs
• Dental, Vision, and Extended Health Care
• Tuition Reimbursement
• Employee Assistance Program
• Paid Time Off
• RRSP Matching
• Wellness Program
• Company Events

Your Role

As System Support Analyst, the successful candidate will support business applications and projects across P&H divisions by providing technical assistance, application upgrades, maintenance, and troubleshooting end users of software applications and systems. You will ensure applications and systems run smoothly, process support tickets promptly, and assist with configuration and application maintenance/upgrades.

Day to Day

• Respond to daily support, system admin, and change request tickets in JIRA
• Lead interviews with subject matter experts to understand and resolve issues
• Translate business requirements into functional specifications, use cases, or user stories
• Document and present system and configuration requirements
• Assist with ongoing maintenance and upgrade cycles of business applications and determine operational impacts of vendor maintenance/upgrade packages
• Support system implementation, testing, user acceptance, and post-deployment activities
• Analyze and research issues/system errors and integration errors
• Perform advanced troubleshooting across applications, operating systems, hardware, and network-related issues by collaborating with several internal and external teams
• Analyze trends in tickets/support, identify recurring issues and proactively recommend problem management actions
• Support testing and quality assurance by writing unit tests, conducting integration testing, and assisting QA efforts to meet defined acceptance criteria
• Participate in analysis, documentation, and requirements gathering for software changes and new functionality to improve existing systems
• Resolve escalated incidents and service requests; lead resolution of high impact/priority incidents ensuring incidents/requests are documented accurately in Jira
• Ensure adherence to SLAs and internal support standards

Qualifications

• Bachelor’s degree (or equivalent) in computer science, information technology, business analyst and/or professional certification in Software, IT or Analyst practices
• At least 2–5 years of experience as a System Analyst or in a similar role
• Strong understanding of systems design, software development lifecycle (SDLC), and project management methodologies (Agile, Scrum, or Waterfall)
• Strong analytical and problem-solving skills, with the ability to interpret conceptual situations
• Good understanding of software development principles and practices such as testing, debugging, and optimization
• Excellent communication and documentation abilities
• Attention to detail and strong organizational skills
• Ability to work collaboratively with cross-functional teams.
• Knowledge of task tracking tools (e.g., Jira) to facilitate effective project organization and communication
• Interest in leading and managing people
• Willingness to travel within Canada