IT Business Systems Analyst

Permanent Full Time 

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The IT Business Systems Analyst (BSA) plays a key role within the Digital Application Support organization, driving the identification, analysis, and resolution of recurring incidents, systemic operational issues, and service reliability challenges across a portfolio of customer-facing and business-critical applications.

This role combines business analysis, problem management, operational excellence, automation, and technology transformation. The successful candidate will work closely with Application Support, Engineering, Platform, Infrastructure, Security, Architecture, and Vendor teams to investigate complex issues, establish accountability, and drive permanent remediation to closure.

The ideal candidate is highly analytical, technically capable, and proactive in identifying opportunities to improve operational efficiency through automation, AI-enabled capabilities, and continuous improvement initiatives.

Accountabilities:

Problem Management & Root Cause Analysis:

• Lead investigations into recurring incidents, service degradation trends, and systemic operational issues.
• Own a portfolio of recurring operational themes and systemic issues, maintaining end-to-end accountability for investigation, stakeholder alignment, remediation tracking, and closure validation.
• Perform root cause analysis using incident records, logs, telemetry, monitoring data, and stakeholder interviews.
• Drive accountability across support, engineering, platform, infrastructure, and vendor teams to ensure corrective actions are completed.
• Track and report on open problem records, remediation plans, risks, dependencies, and action items.
• Identify recurring failure patterns and recommend improvements to eliminate repeat incidents and improve service stability.
• Participate in major incident reviews and post-incident analysis activities to ensure lessons learned are actioned.

Business Analysis & Process Improvement:

• Elicit, document, and analyse business, operational, and technical requirements.
• Create and maintain current-state and future-state process maps, workflows, and operational procedures.
• Facilitate workshops with technology stakeholders to identify process gaps, operational bottlenecks, and improvement opportunities.
• Translate business and operational needs into actionable requirements and solution recommendations.
• Support the creation of knowledge assets, support procedures, and operational governance documentation.
• Assist teams in defining measurable outcomes and success criteria for improvement initiatives.

Service Reliability, Operational Excellence & Automation:

• Analyse operational and application data to identify opportunities to improve reliability, resilience, and support effectiveness.
• Partner with engineering, platform, cloud, DevOps, and support teams to drive service improvement initiatives.
• Leverage observability and operational intelligence platforms to identify trends, reliability risks, and emerging issues.
• Design and implement low-code automation solutions that reduce manual effort and improve operational outcomes.
• Identify opportunities to leverage AI-enabled capabilities and intelligent automation to improve support effectiveness and service management processes.
• Support transformation and continuous improvement initiatives through process analysis and data-driven insights.
• Contribute to the adoption of modern operational practices, reliability engineering principles, and automation frameworks.

Technical Responsibilities:

• Create and analyse Splunk searches, dashboards, and operational reporting.
• Analyse telemetry and monitoring data from platforms such as Dynatrace, AppDynamics, CloudWatch, and similar observability tools.
• Review and analyse ServiceNow Incident, Problem, Change, and Knowledge Management data to identify trends and improvement opportunities.
• Investigate application health, integrations, customer journeys, and transaction flows within Salesforce and related enterprise platforms.
• Support root cause investigations through analysis of logs, monitoring data, alerts, application behaviour, and service dependencies.
• Develop low-code automation solutions using approved enterprise technologies and platforms.
• Collaborate with development and engineering teams to improve monitoring, alerting, supportability, and operational readiness.
• Support operational reporting and performance analysis activities.

Qualifications & Experience

Required

• University degree or college diploma in Computer Science, Information Systems, Business Technology Management, Engineering, or a related discipline, or equivalent practical experience.
• 5+ years of experience in Business Analysis, Application Support, Service Management, Technology Operations, or a related field.
• Demonstrated experience leading root cause investigations and driving problem resolution across multiple stakeholders.
• Experience supporting complex enterprise applications in a production environment.
• Strong understanding of Incident, Problem, Change, and Service Management practices.
• Experience supporting and analysing Salesforce-based applications, integrations, and business processes.
• Experience working with ServiceNow or equivalent ITSM platforms.
• Experience creating and analysing Splunk searches and operational data.
• Experience analysing telemetry, monitoring, and application performance data to identify reliability and operational issues.
• Experience documenting business processes, requirements, workflows, and operational procedures.
• Experience identifying and implementing automation opportunities using low-code technologies.
• Strong analytical, problem-solving, facilitation, and stakeholder management skills.
• Proven ability to influence and drive outcomes across multiple teams without direct authority.
• Strong written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical audiences.

Preferred

• ITIL 4 Foundation Certification.
• Salesforce Administrator Certification, Salesforce Business Analyst Certification, or other relevant Salesforce certifications.
• Microsoft AI Foundry certification or demonstrated knowledge of AI-enabled operational automation.
• Experience with AI-assisted operations, intelligent automation, agentic workflows, or enterprise AI solutions.
• Hands-on experience with Salesforce, Splunk, Dynatrace, AppDynamics, ServiceNow, Azure Cloud Services, and GitLab or modern DevOps platforms.
• Experience within Financial Services, Insurance, or other highly regulated environments.
• Familiarity with cloud-native application architectures, APIs, integrations, and modern operational support practices.

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The base salary for this position is between $75,000 - $95,000 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Grow with Canada Life 

We’re united by a shared purpose: to improve the financial, physical and mental well-being of Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.  

We’re looking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers, communities and each other. Are you someone who always strives to do the right thing, who steps up for themselves and others, and who delivers with impact? Then we want to hear from you! 

What we offer:  

We’re committed to supporting our employees through every stage of their career. Here’s what you can expect as a full-time or part-time permanent team member: 

• Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to $2,000 annually towards education reimbursement. 

• Health & Wellness: Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being. 

• Time Off: In addition to regular vacation and personal days, we support community involvement with a volunteer day.  

• Financial Security: Company-matching pension plan, share ownership program and additional investment options. 

• Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!  
• Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.  

Learn more about Canada Life.  

We’re committed to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact  talentacquisitioncanada@canadalife.com. All information provided will be handled in accordance with applicable laws and Canada Life policies.  

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted. 

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