IT Service Desk Analyst - Express Scripts

Job Title: IT Service Desk Analyst

Location: Mississauga ON

Employment Type: Full-time

Reason for Vacancy: Replacement

Work Arrangement: Hybrid

Department Name: IT Support Services

Pay Type: Salaried

Pay Range: $59,700 to $64,700. Please note that this is a general posting range and offer range will be varied based on relevant experience, qualifications, skills required and location for this role.

Express Scripts Canada (ESC) is a leading health benefits management company. Serving over 12 million members, we help insurance carriers, third party administrators, and the public sector optimize the value of health benefits by linking the talent and professional expertise of our people with leading edge information management systems and technology. ESC is a wholly owned subsidiary of Express Scripts Inc.,

one of the largest pharmacy benefit management (PBM) companies in North America, part of The Cigna Group (NYSE: CI), a global health company. Together, we deliver innovative, cost-effective solutions that improve access, affordability, and health outcomes for Canadians.

Express Scripts Canada is actively looking for a motivated Service Desk Analyst who is passionate about delivering exceptional customer support. The ideal candidate brings strong problem-solving skills, a focus on quality, and the ability to manage competing priorities in a fast-paced environment. Flexibility is important as this role may require adjusted schedules and an after-hours on call support rotation, as needed.

• Deliver responsive, high-quality IT support aligned with ITIL best practices and established service levels.
• Monitor, log, triage, and resolve application issues and service requests for internal customers.
• Apply business and technical knowledge to troubleshoot day-to-day system issues, access concerns, VDI restarts, trace routes, and related technical requests.
• Manage incident and request queues by prioritizing work, tracking progress, and ensuring timely resolution.
• Collaborate with internal service providers and Information Systems teams to investigate and resolve system-related issues.
• Support system patch deployment and related maintenance activities.
• Create, maintain, and regularly update support documentation, process guides, and user access forms.
• Manage user access requests for internal applications, including new access, modifications, terminations, password resets, QA requests, external customer requests, and reporting.
• Provide remote support to Express Scripts Canada locations and participate in the after-hours on-call rotation as required.
• Build strong working relationships with internal customers and departments while delivering best-in-class support.
• Assist with internal communications related to system issues, service impacts, and support updates.
• Meet service level commitments for internal and external clients.
• Support additional projects and initiatives as assigned.

• Post-secondary degree or diploma, or equivalent related experience in computer science, insurance, customer service, or a related field.
• Ability to obtain enhanced reliability security clearance.
• Experience in a technology or service desk role with a strong focus on customer service and ITIL-based support practices.
• ITIL 4 certification is considered a strong asset.
• Working knowledge of tools and technologies such as Symantec, Altiris, SQL, Excel macros, Power Shell, and Linux.
• Experience with Postman, APIs, and JavaScript is considered a strong asset.
• Knowledge of SFTP, TCP/IP, and data feed transmission is considered an asset.
• Bilingualism in French and English, both written and verbal, is considered a strong asset.
• Strong problem-solving skills with the ability to resolve issues, set expectations, and communicate clearly with users.

• Core Business
  
  Hours:
  
  Monday to Friday, 6:00 a.m. to 12:00 a.m.
• Weekends:
  After-hours on-call support*, 8:00 a.m. to 12:00 a.m.
• National Holidays:
  After-hours on-call support*, 8:00 a.m. to 5:00 p.m.

Candidates must be able and willing to work additional and/or alternate hours/days/shifts when required by…