Software Delivery Analyst (AI-Enabled Transformation)

Sun Life • Waterloo, ON

15h • CA$65,000 - CA$105,000 • Hybrid

About The Position

As a Software Delivery Analyst in Sun Life Financials Employee Experience Technology (EET) organization, you will assist in fulfilling Software Delivery service requests for our internal customers on a global scale. The requests are generally to implement new software, upgrade existing software, or to release bug/security fixes to desktops/laptops/Virtual Machines. A key aspect of this role involves identifying opportunities to leverage AI and automation technologies to streamline delivery processes, reduce manual effort, and enhance operational efficiency across the Software Delivery lifecycle. We are looking for a candidate that has a strong passion for technology and a desire to enable the Business with technology. That's really what EET is all about. This role reports to the Manager of EET, Software Delivery.

Requirements

• Experience with Microsoft Endpoint Configuration Manager (SCCM) or other software delivery platforms. e.g.; Intune, JAMF etc.
• Data analysis using Microsoft Excel and ability to create actionable reports.
• An understanding of the Windows operating system (file structure, registry, user profile, etc.).
• Demonstrated understanding of AI-assisted tools and best practices for their responsible deployment in enterprise environments; hands-on experience is preferred
• Collaborate with technology teams to build and maintain AI automation tools supporting data collection, analysis, and knowledge management
• Strong written and verbal communication skills with ability to engage both technical and business stakeholders effectively
• Excellent interpersonal and relationship management capabilities with proven success building and maintaining positive business relationships
• Customer-focused mindset with strong service orientation and ability to manage expectations
• Demonstrated experience delivering medium-to-large-scale technology projects
• Skilled at prioritizing workload and managing multiple concurrent projects
• Strong facilitation and troubleshooting capabilities for addressing technical and business challenges across cross-functional teams
• Detail-oriented with proactive identification of project gaps and risks
• Ability to both improve processes and execute them rigorously, ensuring completeness
• Technical background with demonstrated aptitude for rapidly learning new technologies
• Genuine curiosity and enthusiasm for AI and automation solutions
• Capability to evaluate emerging technologies and recommend appropriate solutions
• Ability to translate business process requirements into viable AI/automation use cases
• Excellent collaboration and teamwork skills in global environments
• Proactive approach with demonstrated initiative to drive continuous improvement
• Positive, solutions-oriented attitude and resilience in dynamic environments
• Must obtain a Government of Canada Reliability Status security clearance through Sun Life.

Nice To Haves

• Hands-on experience with AI-assisted tools is preferred.

Responsibilities

• Manage end-to-end deployment of SCCM packages to desktop, laptop, and virtual machine environments according to software delivery standards, minimizing user impact
• Build and coordinate schedules with key stakeholders for testing, piloting, and delivery activities
• Ensure all project documentation (change tickets, knowledge solutions, checklists) is complete and workflows are properly managed
• Gather and interpret customer requirements to understand objectives and identify solutions
• Develop and maintain strong working relationships with business and technical teams across the organization
• Prepare support teams with necessary information to promptly manage issues and escalations
• Lead or participate in cross-functional teams to advance project goals
• Provide regular status updates and collaborate effectively with global teams
• Contribute to the development and refinement of standard software delivery practices and procedures
• Identify, evaluate, and implement AI and automation opportunities to enhance efficiency and reduce manual touchpoints
• Design and deploy AI-enabled automation solutions (intelligent workflows, predictive analytics) for deployment scheduling, testing coordination, issue escalation, and reporting
• Conduct data analysis and generate reports for customers and partners
• Leverage AI-driven analytics to create predictive reports that inform decision-making and process optimization
• Proactively identify and resolve team and individual technology knowledge gaps
• Facilitate cross-functional discussions to overcome technical challenges and develop solutions

Benefits

• Eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance.
• Certain sales focused roles have sales incentive plans based on individual or group sales results.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed