System Quality Analyst I

Accountabilities

• Investigate and resolve system issues reported by internal teams and clients, reproducing reported problems and identifying their underlying causes.

• Distinguish between user training questions, operational issues, and confirmed system defects, resolving or routing each appropriately.

• Escalate confirmed defects to IT development teams and coordinate with relevant stakeholders to support timely resolution.

• Perform user acceptance testing (UAT) and regression testing on front-end functionality for maintenance releases and hotfixes.

• Validate system changes and provide testing sign-off before production deployment.

• Act as a subject matter expert for assigned systems, supporting projects, system improvements, and colleague inquiries.

• Document system knowledge, troubleshooting processes, and operational procedures to support consistent service delivery.

• Collaborate with Business Analysts on requirements and work with IT development teams to investigate and resolve defects.

• Support client escalations involving issues with online service bookings and related digital functionality.

• Manage individually assigned tickets through a shared Zendesk queue, following documented processes from initial triage through resolution.

• Participate in production deployments approximately every three to four weeks, typically beginning around 6:00 p.m. Eastern Time.

• Complete post-deployment testing to confirm system functionality following go-live.

• Coordinate scheduling adjustments or time banking when required to accommodate evening deployment activities.

Requirements:

• Post-secondary diploma or degree, or equivalent relevant experience.

• Strong analytical and problem-solving skills, with the ability to investigate issues across multiple interconnected systems.

• Ability to reproduce user-reported problems and distinguish training-related questions from genuine system defects.

• Experience with software testing activities, such as user acceptance testing, regression testing, or test case creation.

• Familiarity with business applications or CRM platforms, such as Microsoft Dynamics 365 or comparable systems.

• Experience using ticketing and issue-tracking platforms such as Zendesk or Jira.

• Ability to learn complex system logic and apply that knowledge to troubleshooting and issue resolution.

• Clear written and verbal communication skills for ticket documentation, status updates, and stakeholder discussions.

• Ability to work collaboratively within a team while independently managing assigned tasks and priorities.

• Flexibility to support evening production deployments approximately every three to four weeks.

• No coding or engineering background is required; training on internal systems will be provided.

• Hands-on experience with Microsoft Power Platform, including Power Automate and model-driven apps, is an asset.

• Familiarity with Dataverse, Customer Insights & Journeys, or Field Service is considered an advantage.

• Bilingual proficiency in English and French is an asset.

Benefits:

• Annual base salary: CAD $40,000–$50,000.

• Permanent, full-time employment.

• Fully remote work from anywhere in Canada.

• Five-day workweek.

• Flexible scheduling arrangements, including shift adjustments or time banking to accommodate evening deployments.

• Training on internal systems and opportunities to develop specialized system expertise.

• Potential career progression into Business Analyst or System Analyst II roles.

• Collaborative, people-focused work environment that encourages knowledge sharing, innovation, and professional development.

• Inclusive workplace culture with accommodation support available during the recruitment process.