Senior Technical Analyst, Engineering & Enablement (AI Solutions)

University Pension Plan•Toronto, ON

7d•CA$70,800 - CA$95,800•Hybrid

About The Position

UPP is seeking a Senior Technical Analyst, Engineering and Enablement, to help build, support, and continuously improve the technology solutions that enable UPP across our Corporate, Investments, and Pensions business pillars. This is a generalist technical analyst role with a strong focus on identifying, delivering, and operationalizing AI-enabled and automation solutions that drive efficiency, unlock innovation, and increase adoption of modern tools across the organization. The ideal candidate can translate high-level business needs and AI opportunities into clear functional specifications, user experience and workflow designs, implementation specifications, system requirements, solution designs, and adoption plans. Reporting to the Director, Engineering & Enablement, the individual will be a key member of the team, working closely with Solution Architects, cybersecurity, data and integration partners, business stakeholders, and key technology vendors to collaboratively shape, deliver, and support practical solutions. You will be comfortable moving between AI solution delivery, workflow automation, SaaS configuration, application support, requirements documentation, testing, and change enablement. You will bring a continuous learning mindset, a pragmatic approach to responsible AI, and a hands-on ability to turn ideas into secure, supportable, and adopted solutions. This is a fantastic opportunity for a motivated individual who is excited by AI and emerging technology, while also being energized by the broad, hands-on responsibilities of a generalist technology analyst role. You will help UPP experiment responsibly, deliver useful solutions, support day-to-day technology needs, and make a measurable impact for our members, business partners, and employees. This role is based in downtown Toronto under a hybrid work policy, allowing employees the flexibility to work remotely and in-office (approximately two days per week in-office).

Requirements

University degree or equivalent in Engineering, Computer Science, Information Systems, Data/Analytics, or a related field, and/or a comparable combination of education and relevant experience.
2-5 years of experience in technical analysis, system administration, application support, business systems analysis, automation delivery, or a related technology role.
Experience supporting or delivering AI-enabled, automation, analytics, low-code/no-code, or productivity solutions; practical exposure to generative AI tools, prompt design, Copilot-style experiences, chatbots, document intelligence, or knowledge-based assistants is an asset.
Solid understanding of core IT concepts such as application design, documentation, databases, user interfaces, business rules, APIs/integrations, workflow design, testing, support models, and release/change practices.
Ability to gather and clarify requirements, translate ambiguous business needs into structured deliverables, and balance user experience, technical feasibility, security, privacy, operational support, and adoption outcomes.
Hands-on experience with software testing (e.g., executing test cases, validating fixes, regression testing, UAT support, data validation, and reviewing AI/automation outputs for quality and usability).
Experience working with cloud, collaboration, and productivity technologies such as Microsoft 365, SharePoint, Teams, and low-code/no-code tools (e.g., Power Apps, Power Automate, Copilot Studio, or similar platforms).
Practical experience with SQL (e.g., querying data, basic joins, filters) for troubleshooting, reporting, data validation, or solution analysis activities.
Awareness of cybersecurity, privacy, data governance, records management, regulatory, and responsible AI considerations as they apply to enterprise technology solutions.
Strong analytical, documentation, stakeholder engagement, and communication skills, including the ability to coordinate with business stakeholders, vendors, technical teams, and change partners to resolve incidents or implement improvements.

Nice To Haves

Experience with GCP, ChatGPT, Copilot, Claude, Gemini, or comparable cloud/AI enablement platforms.
Exposure to financial services, pensions, or investment operations (e.g., understanding of core financial instruments or transaction/operations workflows).
Experience supporting adoption of new technology, including user enablement, training, communications, change impact assessment, and benefits tracking.
Exposure to Agile delivery, product ownership practices, service management, vendor management, or process improvement methodologies.
Experience with one or more enterprise SaaS platforms such as CRM, HCM, ERP, service management, workflow, or collaboration tools (e.g., Salesforce, Ceridian Dayforce, NetSuite, ServiceNow, Monday.com, or similar) is preferred.

Responsibilities

Provide Level 2 functional support for the assigned portfolio of applications and enabling platforms (e.g., IntraLinks, the Pension platform suite, NetSuite, Dynamo, Bloomberg, SharePoint tools, corporate SaaS platforms, Microsoft 365, low-code/no-code tools), resolving incidents and service requests in a timely manner.
Triage production issues across front-, middle-, and back-office functions, perform initial impact analysis, and escalate to senior team members, developers, security teams, or third-party vendors as needed.
Partner with business stakeholders to identify, assess, and prioritize AI, automation, and productivity improvement opportunities that can reduce manual effort, improve decision support, enhance employee experience, or increase adoption of existing platforms.
Translate business and operational needs into clear documentation, including tickets, user stories, process maps, functional specifications, prompts or interaction flows, configuration specifications, data requirements, acceptance criteria, and adoption considerations.
Support the design, configuration, testing, and rollout of AI-enabled and automation solutions using approved platforms and patterns, such as Microsoft 365/Copilot capabilities, SharePoint, Power Platform, workflow tools, enterprise SaaS platforms, cloud services, and knowledge-grounded assistants.
Work closely with Solution Architects and senior L2 team members to ensure AI, automation, application, and integration changes align with UPP architecture, design standards, roadmaps, support models, and enterprise control requirements.
Implement approved configuration changes and minor enhancements across supported applications and enabling platforms (e.g., GCP, OutSystems, SharePoint, the Pension platform suite, Atlassian, Oracle NetSuite, Microsoft 365, and approved AI/automation tools) to better support business needs.
Apply UPP SDLC and delivery practices consistently, including requirements capture, documentation, testing, change management, controlled deployments, operational readiness, and post-release support.
Ensure that application, data, integration, and AI-enabled changes comply with security, privacy, regulatory, data protection, records management, and responsible AI requirements; collaborate with cybersecurity, risk, legal, and data teams to implement and maintain required controls.
Conduct functional testing, regression testing, user acceptance testing support, prompt/configuration validation, data quality checks, and output review to confirm that solutions are accurate, safe, usable, and fit for purpose.
Support adoption and change enablement for new or enhanced solutions by preparing user guidance, demos, release notes, training materials, feedback channels, and communications that help employees understand and confidently use new capabilities.
Monitor incidents, requests, adoption indicators, and solution performance metrics for supported systems and AI/automation use cases; identify recurring issues, measure benefits, and recommend process or system improvements for operational excellence.
Maintain accurate support and solution documentation, including runbooks, configuration details, integrations, knowledge sources, decision logs, controls, best practices, user support procedures, and operational ownership information.
Educate and support end-users and business stakeholders on system capabilities, new features, AI-enabled functionality, automation opportunities, and best practices to maximize value from tools such as SharePoint solutions, JIRA, Monday.com, CRM/marketing platforms, Microsoft 365, and other corporate applications.
Liaise with third-party vendors (e.g., IntraLinks, TalkDesk, SAP, Salesforce, AI/automation vendors, and other SaaS providers) for incident escalation, enhancement requests, product capability assessments, roadmap awareness, and adherence to SLAs.
Coordinate and communicate upcoming changes, releases, and maintenance windows across impacted business areas, ensuring clear expectations, stakeholder readiness, and adoption support.
Assist project and change initiatives involving supported applications (e.g., new implementations, data conversions, workflow automation, AI-enabled productivity solutions, integration changes), including testing support and post-rollout stabilization.
Contribute to the assessment of technology and AI-related risks within the assigned application portfolio, documenting risks, key decisions, business dates, stakeholder impacts, and mitigation activities.
Support consistent solution review practices for new or enhanced vendor solutions to ensure they meet functional, non-functional, data, security, privacy, supportability, and adoption requirements.
Maintain an up-to-date view of the supported portfolio (applications, enabling platforms, AI/automation use cases, key stakeholders, integrations, dependencies, and support ownership) and keep records current as ownership or scope evolves.
Stay current with relevant technology and industry trends (e.g., generative AI, responsible AI practices, cloud platforms, SaaS tools, automation, collaboration tools, CRM tools, low-code/no-code platforms) and bring forward practical ideas for innovation and continuous improvement.
Provide occasional support outside of core business hours for critical incidents, system releases, planned maintenance, or urgent stabilization activities affecting the supported applications or AI/automation solutions.