Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

SUMMARY

Sr Analyst Application Support is responsible for ensuring the stability, reliability, and performance of Canada Life’s digital applications across web, mobile, and cloud platforms. This role provides production support, resolves incidents, manages service requests, and collaborates across engineering, product, security, and business teams to maintain seamless operations for internal and external users.

ESSENTIAL FUNCTIONS

• Excellent customer service skills, have the ability to interpret, triage and resolve tickets providing complete and concise resolution to ensure a positive user experience.
• Ability to multitask and stay calm under pressure; manage multiple open troubleshooting tickets; deadlines for meeting service-level agreements (SLAs); accountability to upper management and end users and ambiguous problems.
• Maintains, analyzes, troubleshoots incidents for enterprise-level application systems running on Salesforce, Cloud and On Premise; supports and maintains user account information including rights, security and systems groups.
• Identifies themes, analyzes, and repairs product failures working with various group within the organization. Ability to collaborate effectively on projects with other lines of business, when applicable.
• Use monitoring tools (Splunk, dashboards, application logs) to proactively identify anomalies and performance issues.
• Collaborate with SRE and Platform Engineering teams to enhance observability and monitoring maturity.
• Maintain documentation on monitoring, support procedures, and troubleshooting guides.
• Take ownership of the Support Queue (Service Now) - distribute and prioritize tickets within/outside the team on Service Now, follow up with relevant groups and focus on end-to-end resolution of incidents and problems.
•  Setup monitoring for various products and action alerts for maintaining product/platform availability and stability. Participate in on-call rotation and escalate complex issues to engineering or vendor teams when required.

QUALIFICATIONS

• Minimum of 5+ years of professional experience within the Technology field
• Working experience with Salesforce.
• Working experience with scripting tools such as PowerShell and Python.
• Working experience with ITSM tools, preferably Service Now.
• Hands-on experience with monitoring and logging tools (Splunk/Dynatrace preferred).
• Strong analytical and problem-solving skills.
• Strong communication and interpersonal skills.
• Demonstrated ability to work effectively in a team environment.
• Experience applying instrumentation and automation.
• Knowledge of system management tools.
• Knowledge of security management principles.

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.