System Analyst

Vacances Air Canada Vacations / Air Canada Rouge•Montreal, QC

1d•Hybrid

About The Position

The System Analyst (SA) plays a critical role in supporting Air Canada Vacations’ (ACV) core business systems, with a primary focus on travel reservations platforms as well as key enterprise applications supporting Finance, Customer Relations, Operations, E‑Commerce and Web channels. ACV is a leading Canadian Tour Operator selling packaged travel products that include air, hotel, cruise and ancillary services. The System Analyst acts as a functional and technical liaison between business end‑users, internal IT delivery teams, and strategic third‑party technology partners, ensuring system stability, business continuity, and high‑quality project delivery. The SA provides Level‑2 application support, leads analysis and issue resolution, and is a key contributor to project delivery, executing testing, quality assurance (QA) and user acceptance testing (UAT) across multiple platforms.

Requirements

College diploma or university degree in Computer Science, Information Systems or a related discipline.
Minimum 2+ years of experience as a System Analyst, Application Support Analyst or similar role.
Experience supporting enterprise applications or mission‑critical business systems.
Strong understanding of system support, incident management, testing and QA processes.
Demonstrated ability to work directly with business users and technical teams.
Experience using JIRA and Confluence (or similar tools) for tracking, documentation and collaboration.
Strong analytical, problem‑solving and communication skills.
Ability to work in a fast‑paced, production‑critical environment.
Fully bilingual (English and French, written and spoken).

Responsibilities

Provide Level‑2 functional and application support for ACV’s core reservations systems and enterprise applications.
Analyze, triage and resolve incidents, defects and service requests, ensuring adherence to agreed service levels (SLAs).
Act as an escalation point for complex system issues impacting business operations.
Maintain operational checklists, monitoring activities and system health validations.
Create, maintain and analyze trouble reports, defect logs and error tracking to identify recurring issues and improvement opportunities.
Work closely with ACV business users across Reservations, Operations, Finance, Customer Relations, E‑Commerce and Web teams to understand business needs and system behaviour.
Perform root‑cause analysis on system defects and functional issues, collaborating with internal development teams and external vendors.
Document functional requirements, system behaviour, workflows and interfaces.
Evaluate solution options, clearly outlining pros, cons, risks and impacts before recommending a preferred approach.
Act as a primary IT liaison with external technology partners, including, but not limited to: Softvoyage (flight and hotel packaging); Revelex (cruise reservations); Air Canada (air inventory, ticketing and related integrations.
Coordinate defect analysis, enhancements, releases and incident resolution with vendors.
Validate vendor fixes and enhancements through structured testing cycles.
Ensure partner solutions align with ACV business processes and operational requirements.
Lead and execute functional, integration, regression and UAT testing for system enhancements, releases and production fixes.
Develop and maintain test plans, test cases, scripts and test data.
Coordinate testing cycles with business stakeholders and IT delivery teams.
Clearly document and communicate test results, risks and go/no‑go recommendations.
Support project teams by ensuring solutions meet business requirements and quality standards before production deployment.
Develop and maintain system documentation, procedures and user guides.
Maintain help documentation and error/message catalogs for supported systems.
Support training activities by providing documentation and walkthroughs of new or enhanced functionality to the Training team and business users.
Contribute to continuous improvement of support processes and system knowledge bases.
Use enterprise tools (e.g., JIRA, Confluence) to manage incidents, defects, documentation and testing activities.
Collaborate closely with IT Web Development, E‑Commerce, Infrastructure and Architecture teams.
Participate in special projects and initiatives as assigned.
Perform other related duties as required by management.