Application Support Analyst

Application Support Analyst

The IT Service Delivery - SAEC Directorate is responsible for delivering IT projects as well as supporting operational systems for the SAEC business sector (Group Insurance and Savings Solutions). The IT Support team - Group Savings and Retirement (GSR) is responsible for providing operational support for the critical systems supporting this line of business. The team works on a daily basis to ensure business continuity, resolve incidents, and support business users.

In collaboration with the IT experts on the team, the successful candidate contributes to understanding, reproducing, and resolving operational issues, while maintaining close relationships with business partners. They contribute to the rapid resolution of incidents, the optimization of support practices, and the development of business teams’ autonomy, with a focus on operational stability and continuity.

As an Application Support Analyst, you will be at the heart of our mission. Here are the main responsibilities:

• Take ownership of operational requests (incidents, service requests, problems) and ensure proper follow-up.
• Analyze and qualify tickets to facilitate their resolution.
• Understand business needs and recommend appropriate solutions.
• Reproduce issues and document solutions.
• Collaborate with IT experts to accelerate incident resolution.
• Perform data analysis and produce ad hoc reports.
• Prioritize requests based on their operational impact.
• Identify recurring issues and contribute to root cause analysis.
• Propose improvements to optimize support practices and reduce operational pain points.
• Contribute to production changes, including documentation and validation activities.

We are looking for someone who:

• Holds a college diploma (DEC) or a bachelor’s degree in IT, administration, or another relevant field.
• Has a minimum of 10 years of hands-on experience in group savings and retirement administrative operations.
• Is recognized for their ability to analyze and diagnose operational issues.
• Stands out for their ability to communicate effectively with both technical and non-technical audiences.
• Demonstrates a strong ability to simplify technical concepts and document solutions.
• Has a solid understanding of application systems, data flows, and production environments.
• Is comfortable managing and prioritizing tickets (e.g., ServiceNow) and applying ITIL practices.
• Demonstrates a strong customer service mindset and collaborative approach.
• Shows autonomy, sound judgment, and resourcefulness in complex environments.
• Has knowledge of the group savings and retirement domain.
• Demonstrates strong French proficiency.
• Has an intermediate level of English proficiency, as the role requires communicating, analyzing, and explaining technical and operational issues to English-speaking business partners and users on a daily basis.

• A work environment where learning and development are combined with a collective pursuit of excellence;
• A healthy, safe, equitable, and inclusive environment where everyone’s potential can be expressed and developed freely;
• The opportunity to work in a hybrid environment, supported by flexibility and access to inspiring and innovative workspaces. Competitive benefits: flexible group insurance, competitive retirement plan, share purchase plan, vacation and wellness days, telemedicine, employee and family assistance program, ergonomic equipment program, performance bonus, discounts on iA products, and more!

Not sure whether to apply? At iA, we believe in potential and value diverse experiences. If this role inspires you, go ahead and apply, your place may be with us, and we’d love to get to know you!

iA Financial Group

iA Financial Group* is the strength of a company with a human side, with its over 8,000 employees. Together, we have earned the trust of our more than four million clients and 25,000 advisors who have chosen us for their insurance, savings, and wealth management.

With over $200 billion in assets and half a billion invested in technological innovation, we’re a key player in the financial services industry in Canada and the United States. The secret to our success? Investing in you, one person at a time. Because, for over 125 years, we have believed that it’s by supporting our employees and surrounding ourselves with the most reputable leaders in the industry, we will continue to innovate.

At iA, we’re invested in you.

At iA Financial Group, we support and celebrate diversity. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.

Please note that if you need help or assistance to make the recruitment process more accessible for you, please Contact us here. Someone from our team will be happy to assist you with your needs.