Application Support Analyst

iA Financial Group•Montreal, QC

3d•Hybrid

About The Position

The IT Service Delivery - SAEC Directorate is responsible for delivering IT projects as well as supporting operational systems for the SAEC business sector (Group Insurance and Savings Solutions). The IT Support team - Group Savings and Retirement (GSR) is responsible for providing operational support for the critical systems supporting this line of business. The team works on a daily basis to ensure business continuity, resolve incidents, and support business users. In collaboration with the IT experts on the team, the successful candidate contributes to understanding, reproducing, and resolving operational issues, while maintaining close relationships with business partners. They contribute to the rapid resolution of incidents, the optimization of support practices, and the development of business teams’ autonomy, with a focus on operational stability and continuity.

Requirements

Holds a college diploma (DEC) or a bachelor’s degree in IT, administration, or another relevant field.
Has a minimum of 10 years of hands-on experience in group savings and retirement administrative operations.
Is recognized for their ability to analyze and diagnose operational issues.
Stands out for their ability to communicate effectively with both technical and non-technical audiences.
Demonstrates a strong ability to simplify technical concepts and document solutions.
Has a solid understanding of application systems, data flows, and production environments.
Is comfortable managing and prioritizing tickets (e.g., ServiceNow) and applying ITIL practices.
Demonstrates a strong customer service mindset and collaborative approach.
Shows autonomy, sound judgment, and resourcefulness in complex environments.
Has knowledge of the group savings and retirement domain.
Demonstrates strong French proficiency.
Has an intermediate level of English proficiency, as the role requires communicating, analyzing, and explaining technical and operational issues to English-speaking business partners and users on a daily basis.

Responsibilities

Take ownership of operational requests (incidents, service requests, problems) and ensure proper follow-up.
Analyze and qualify tickets to facilitate their resolution.
Understand business needs and recommend appropriate solutions.
Reproduce issues and document solutions.
Collaborate with IT experts to accelerate incident resolution.
Perform data analysis and produce ad hoc reports.
Prioritize requests based on their operational impact.
Identify recurring issues and contribute to root cause analysis.
Propose improvements to optimize support practices and reduce operational pain points.
Contribute to production changes, including documentation and validation activities.