Technical Business Systems Analyst (Mainframe)

Sun Life•Waterloo, ON

3d•CA$58,000 - CA$93,000•Hybrid

About The Position

As a Technical Business Systems Analyst on the AOS Individual operations support team, you will play an important role in keeping day-to-day business and system operations running smoothly. This role is ideal for someone who enjoys investigating issues, analyzing support tickets, asking the right questions, and helping work move efficiently to the appropriate technical resources. You will partner with business users, support teams, and developers to understand reported issues, clarify impacts and urgency, document key details, and support timely resolution of operational work. You will have the opportunity to build and apply technical knowledge across systems, data, and operational processes, including exposure to mainframe environments, JCL, SQL, DB2, IMS, Microsoft 365, and Copilot. The ideal candidate is curious, organized, detail-oriented, and comfortable working in a fast-paced support environment where priorities can shift throughout the day. You will thrive in this role if you enjoy problem solving, learning how systems work, communicating clearly with both business and technical audiences, and contributing to a team focused on quality, service, reliability, and continuous improvement.

Requirements

Strong analytical and problem-solving skills
Comfort working in a technical operations support environment, including an understanding of mainframe concepts and technical knowledge such as JCL, SQL, DB2, IMS, and database structures.
Ability to translate business issues into clear technical context so developers and support teams can investigate and resolve work efficiently.
Strong communication skills (verbal and written), with the ability to engage technical and non-technical audiences.
Strong organization and prioritization skills, with the ability to manage a queue of support work, follow up on open items, adapt to shifting priorities, and maintain attention to detail.
A customer-focused mindset and sound risk awareness.
Curiosity and a continuous improvement mindset, including openness to learning new tools,
Collaboration skills and adaptability, with the ability to build trusted working relationships, coordinate effectively with developers and support partners, share knowledge, and remain effective through change.

Nice To Haves

Exposure to mainframe environments, JCL, SQL, DB2, IMS, Microsoft 365, and Copilot.

Responsibilities

Review, analyze, and triage incoming support tickets
Assign and route work to the appropriate developers or technical teams, helping ensure tickets are prioritized, tracked, and moved forward in a timely and organized way.
Create and maintain clear support documentation, including troubleshooting details, process guidance, knowledge articles, and handoff information for technical teams.
Monitor ticket progress, follow up on open items, escalate risks or delays when needed, and communicate status updates to business and technology partners.
Use technical tools and knowledge to investigate issues, analyze information, improve processes, and support team effectiveness.
Contribute to a collaborative operations support culture by sharing knowledge, identifying recurring issues or improvement opportunities, and supporting quality, service, reliability, and continuous improvement.

Benefits

Great Place to Work® Certified in Canada and the US
Great Place to Work® award for Best Workplaces for #HybridWork Canada
Award for Excellence for Mental Health at Work
Flex hours and Flexible hybrid work model including in-country work-from-home if you prefer.
Competitive salary and bonus structure influenced by market range data
15 days vacation per year and an innovative sabbatical program
Pension, stock, and savings programs to help build and enhance your future financial security
A friendly, collaborative, and inclusive culture

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