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.