Business Systems Consultant, Operations

Sun Life • Waterloo, ON

2d • Hybrid

About The Position

The Individual Application Operations and Support (AOS) team is looking for a Business Systems Consultant who thrives in a production support environment and is passionate about growing technical and consulting expertise. As a member of the team, you will provide essential day-to-day technical and process support for AOS Individual. In this role, you will collaborate closely with business and technology partners to ensure that delivered and supported solutions effectively meet business needs and align with established quality standards based on risk.

Requirements

• ITIL knowledge
• 5+ years of experience with Incident & Problem Management
• 5+ years of experience in managing production support issues, escalations, and priorities to resolve application incidents
• 2+ years of experience working in an Agile/Kanban/Scrum environment
• Proficiency with collaboration and workflow tools (e.g., Teams, Jira, SharePoint)
• College or university degree, preferably with a systems background or equivalent experience

Nice To Haves

• Strong communication skills (verbal and written), with the ability to engage technical and non-technical audiences.
• Customer and results focus, with the ability to assess risk and deliver valued outcomes.
• Excellent organizational skills and the ability to manage changing priorities, competing demands, and frequent interruptions.
• Self-driven and motivated to get results.
• Ability to work collaboratively with others to build and maintain strong, cohesive teams through practicing open dialogue and sharing of ideas/information
• Analytical mindset, able to break down complex requirements and probe for clarification.
• Innovative, looks for new approaches to the way things are done

Responsibilities

• Ensure requests and documentation are clear, understandable, audience appropriate and accurately captures the key information required for a quality solution that meets business needs.
• Collaborate with technical staff to interpret the needs of the business and assist in the design of the solution to deliver the expected result to our business partners.
• Communicate with our business partners in an effective and timely manner.
• Ensure requests are prioritized, distributed and completed
• Take ownership of support/project issues and engage the appropriate resources to reach resolution.
• Ensure potential issues are tracked and escalated in a timely manner
• Support a work environment that promotes knowledge sharing, customer service, quality, innovation, and teamwork.
• Assist in planning and participate in monthly application maintenance releases
• Support SLF’s Disaster Recovery process and milestones
• Mentor other Business Systems Analysts within AOS

Benefits

• Wellness programs that support the three pillars of your health – mental, physical, and financial
• The opportunity to move along a variety of career paths with amazing networking potential.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 1-10 employees