Cloud​/SaaS Operations Architect

Leverage Tek is actively seeking a Senior System Architect for a 12-month contract with its Ottawa-based customer.

• Serve as a technical and solution architect for the RISR platform, providing oversight across the Advance, Apply, and Assess modules.
• Collaborating with the Service Desk Application Specialist, RISR BT team, and internal Tier 1 support to establish and operationalize a standardized Tier 2 application support model, including:
• Support workflows, escalation paths, and vendor engagement procedures
• Standard incident management processes
• Knowledge management and documentation standards
• Provide architectural guidance on platform configuration, integrations, environment management, and long-term scalability.
• Act as the senior escalation point for complex platform issues requiring backend investigation and vendor coordination.
• Define best practices for platform governance, support sustainability, and continuous improvement.

• Works closely with internal parties to analyze business processes and translate needs into scalable configuration and technical solutions within RISR. Collaborates with internal parties to analyze, prioritize, and implement change requests for system enhancements.
• Ensures system configuration aligns with broader enterprise architecture, security standards, and operational needs.
• Serves as a key point of contact between the organization and system vendors, ensuring that business requirements are communicated effectively to the vendor, and system changes are communicated to internal interested parties.
• Works with vendors to perform system updates, ensuring new features and functionality are implemented seamlessly, and that any maintenance updates go live without any issues.
• Understands impacts of new features or maintenance updates on configuration and integrations, and ensure all functionality is fully tested prior to going live.
• Works with Application Specialists and Business Analysts to troubleshoot and resolve system-related issues, liaising with vendor support when necessary. Makes recommendations for system use and configuration to improve business performance and efficiency.

• Act as a senior liaison within RISR and related third-party vendors.
• Review vendor roadmaps and upcoming releases and work with teams to incorporate into release plans and communications.
• Conduct technical impact assessments and coordinate testing with various teams.
• Manage vendor support relationships to ensure timely resolution of issues and alignment with priorities.
• Ensure maintenance updates and new features are introduced seamlessly with minimal disruption.
• Keep current on relevant COTS and AI developments by participating in vendor communities/online forums, staying current on new functionality, participating in user groups, etc.

• Develop and maintain Tier 2 system and support knowledge assets, including configuration documentation, troubleshooting guides, and support playbooks.
• Support Application Specialists and Business Analysts to train Tier 1 support staff and additional user groups.
• Support organizational change management and adoption efforts across departments.
• Foster internal capability-building to reduce long-term reliance on external vendor support.

• 8+ years of relevant work experience supporting and architecting COTS systems.
• Proven experience managing complete cloud project life cycles from initial planning through system configuration, testing, deployment, and full operationalization.
• Senior-level architect operating at both strategic and hands-on tactical levels, serving as key liaison between business owners, technology teams, and vendors to translate business requirements into scalable technical solutions while building internal operational capability.

• Proven experience leading Tier 2 support models and operational frameworks for business-critical applications.
• Strong background managing vendor relationships, release cycles, and SaaS application environments.
• Experience with COTS implementations, from requirements through to configuration and…