Application Support Analyst

Application Support Analyst

The IT Service Delivery - SAEC Directorate is responsible for delivering IT projects and supporting operational systems for the SAEC business sector (Group Insurance and Savings Solutions). The IT Support team – Group Savings and Retirement (GSR) delivers operational support for critical systems that sustain this line of business. The team ensures business continuity, resolves incidents, and supports business users on a daily basis.

In collaboration with IT experts, the successful candidate will understand, reproduce, and resolve operational issues while maintaining close relationships with business partners. The goal is the rapid resolution of incidents and optimization of support practices, fostering business team autonomy, operational stability, and continuity.

• 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.

• College diploma (DEC) or bachelor’s degree in IT, administration, or a related field.
• Minimum of 10 years of hands‑on experience in group savings and retirement administrative operations.
• Strong analytical and diagnostic skills for operational issues.
• Excellent communication skills with both technical and non‑technical audiences.
• Ability to simplify technical concepts and document solutions.
• Solid understanding of application systems, data flows, and production environments.
• Comfortable managing and prioritizing tickets (e.g., Service Now) and applying ITIL practices.
• Strong customer‑service mindset and collaborative approach.
• Autonomy, sound judgment, and resourcefulness in complex environments.
• Knowledge of the group savings and retirement domain.
• Strong French proficiency.
• Intermediate level of English proficiency for daily communication with English‑speaking business partners and users.

• Work environment combining learning and development with a collective pursuit of excellence.
• Healthy, safe, equitable, and inclusive environment fostering potential and growth.
• Hybrid work options with flexibility and access to inspiring and innovative work spaces.
• Competitive group insurance, 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.

Quebec / 1080 Grande Allee West;
Montreal / 1981 McGill College Avenue (possible locations).

iA Financial Group