Client Systems Analyst II

SAIT • Calgary, AB

6d • CA$90,000 - CA$100,000 • Onsite

About The Position

The Client Systems Analyst II is a senior technical resource responsible for the administration, stability, and ongoing optimization of client and learning facing systems that support applied learning, instructional delivery, and industry sponsored training activities. This includes cloud-based platforms, on-premises applications, and a purpose-built, isolated Cyber Range environment used for scenario-based cybersecurity training.
The role provides advanced technical expertise across supported systems, including system administration, configuration standards, incident and change management, vendor coordination, and complex troubleshooting. The position ensures platforms operate reliably, securely, and in alignment with defined academic and business requirements.
The Client Systems Analyst II contributes to planning and implementation activities by providing technical analysis, assessing feasibility and risk, and translating approved learning and training requirements into effective and supportable system configurations.
The role works closely with instructional facilitators, lab resources, and support teams to enable the effective delivery of hands-on learning experiences, including those delivered through the Cyber Range. Through technical guidance, documentation, escalation support, and post-activity analysis, the position helps ensure training environments are delivered consistently, securely, and with a high-quality learner experience.

Requirements

• Diploma or degree in Information Technology, Computer Science, Cybersecurity, or related discipline.
• 5 - 7 years of progressively responsible experience in information technology roles supporting client- and learning-facing systems within a service-oriented IT environment.
• Demonstrated experience administering and supporting complex application platforms (cloud-based and on-premises), including configuration management, access control, testing, and operational readiness.
• Proven experience providing advanced (Tier 2) technical support, including escalation handling and resolution of complex or high-impact incidents.
• Experience working within an IT Service Management (ITSM) framework, using tools such as ServiceNow (or equivalent) to manage incidents, service requests, problems, and changes.
• Experience following formal change management processes, including risk assessment, documentation, testing coordination, implementation, and post-implementation review.
• Experience collaborating with internal IT teams and external vendors to troubleshoot issues, escalate defects, and coordinate resolution.
• Experience translating approved business or academic requirements into system configurations and implementation guidance.
• Strong analytical and problem-solving skills in complex technical environments.
• Ability to collaborate effectively across academic, technical, and operational teams.
• Clear and professional communication with both technical and non-technical stakeholders.
• Service-oriented mindset with accountability for platform stability and support.
• Strong awareness of cybersecurity risks and control integrity.
• Ability to work independently, prioritize effectively, and adapt to changing demands

Nice To Haves

• Experience supporting training, lab, simulation, or isolated environments (e.g., sandboxed or Cyber Range platforms) is considered a strong asset.
• Experience working in a post-secondary, education, or training-focused environment is preferred.
• Valid Class 5 Alberta Driver’s License is an asset (required for occasional travel between locations).
• CompTIA Security+, CySA+, or equivalent cybersecurity certifications.
• IT service management certifications (e.g., ITIL Foundation or equivalent).
• Cloud platform fundamentals (e.g., Microsoft Azure Fundamentals, AWS Cloud Practitioner, or equivalent).
• Vendor or platform-specific training related to application support or learning systems.

Responsibilities

• Serve as the senior technical resource responsible for the administration, stability, and operational readiness of specialized training platforms and other client and learning facing systems.
• Administer and maintain application configurations, system settings, and access controls to support instructional delivery, assessments, and externally sponsored activities.
• Establish and maintain configuration standards, providing technical guidance to instructional support staff responsible for preparing learning environments.
• Perform advanced troubleshooting, coordinate upgrades and patching, and conduct functional testing to ensure platform reliability and performance.
• Manage user access, roles, permissions, and environment provisioning across supported systems.
• Collaborate with infrastructure and security teams to resolve issues requiring backend or enterprise-level support.
• Manage incidents and service requests through the ITSM system, ensuring appropriate prioritization, documentation, and timely resolution.
• Act as the escalation point for complex or high-impact incidents, coordinating resolution across internal teams and external vendors.
• Work directly with vendors to resolve defects and performance issues, including providing diagnostics and reproduction details.
• Implement system changes in alignment with established ITSM and change management processes.
• Participate in planning discussions to understand approved learning and training outcomes.
• Provide technical analysis on platform capabilities, constraints, and dependencies.
• Translate approved requirements into effective and supportable system configurations.
• Identify and communicate technical risks, limitations, and dependencies to stakeholders.
• Support continuous improvement of learning environments through post-delivery analysis and refinement.
• Collaborate with instructional facilitators, lab resources, and support teams as a senior technical partner enabling effective delivery of learning activities.
• Provide documentation, standards, and guidance to support consistent preparation and delivery.
• Serve as an escalation point for complex or non-routine issues during instructional and training activities.
• Contribute to post-activity reviews to identify improvements to system configuration, processes, and support approaches.
• Monitor and validate security controls within supported platforms to ensure environments remain logically isolated from institutional systems.
• Maintain and review access controls and configurations to support secure operation and minimize institutional risk.
• Identify and escalate potential security risks, misconfigurations, or control failures.
• Coordinate investigation and remediation of security-related incidents with appropriate internal teams.
• Ensure security activities and incidents are documented in accordance with institutional procedures.
• Provide technical application support for externally sponsored training events and specialized learning activities.
• Support pre-event readiness, including system validation, testing, and stakeholder coordination.
• Adapt configurations to meet approved external training requirements.
• Provide escalation support during live events and coordinate post-event reset and recovery activities.
• Develop and maintain system documentation, configuration standards, and operational runbooks.
• Document repeatable configurations, templates, and support processes to enable consistent service delivery.
• Participate in testing and evaluation of new features, updates, and system changes prior to instructional use.
• Recommend improvements to processes, configurations, and tools to enhance reliability, security, and user experience.

Benefits

• Generous time off to pursue other passions and support your wellbeing
• SAIT paid premiums for medical, dental, and vision benefits so you, and your family, are well supported
• Benefits supporting mental health and access to Greenshield + for virtual therapy at a reduced rate
• Access to a Health Spending or Taxable Spending Account
• Professional development opportunities through our Free Seat Program, tuition support, access to LinkedIn Learning and discounted Continuing Education & Professional Studies courses
• Defined Benefit pension through LAPP to help you retire with confidence
• Excellent dining options on campus
• Free access to our fitness facilities and group fitness classes

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree