You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Role Summary:

Application Operations & Services (AOS) is a global IT team in Sun Life that supports and maintains applications, application configurations, disaster recovery and ensures that all application and application assets remain current and resilient.

What will you do?

• Conduct analysis and requirement gathering on tickets opened by Notes users for new development requests and/or enhancements
• Work with the business and development team to gather requirements using standard procedures and techniques; test the solution to ensure completeness.
• Liaison between the Notes Developers and Business Partners who use Notes and emerging technologies
• Help and work with the Technical Support team to understand and resolve issues raised by Business Teams
• Accountable for the ongoing support of application systems in production including problem analysis, resolution, and escalation, and reporting as necessary.
• Handle/assign incoming Service Requests

• Clarify requirements, create test cases and participate in testing for change requests
• Document and understand business issues
• Maintain and/or create process documentation
• Ensure all written documentation is clear, audience-appropriate and accurately captures key information.
• Work with the team on process analysis and improvements
• Participate fully as a member of the team by supporting a work environment that promotes knowledge sharing, customer service, quality, innovation, and teamwork.

What you need to succeed:

• Strong knowledge of business analysis principles and best practices.
• Comfortable working with various system development life cycle methodologies (Waterfall, Agile, ITIL, etc)
• Excellent organization, communication, presentation, interpersonal, negotiation, facilitation, influencing, and process skills.
• Experience working on an IT operations/delivery team with broad understanding of the various Business areas we support
• Results oriented with ability to meet or exceed goals.
• Strong business/customer focus and drive to meet expectations of Business and internal partners.
• Work effectively and efficiently in a virtual, multi-site environment.
• Strong analysis, organization, and problem-solving skills
• Can react quickly to production support issues with accuracy and work with others to reach solutions.
• Ability to multi-task while working in a fast-paced environment.
• Adaptability: remain effective while managing competing demands, dealing with frequent change, delays or unexpected events
• Judgement: Use sound judgement to make timely decisions supported by data/facts and able to explain reasoning behind the decisions
• Readily share information in a timely and easily understood manner to create an open and trusting environment
• Write logically and concisely ensuring meaning is clear and presented in a way that meets the user's needs.
• Innovation: look for new, sometimes unconventional, approaches to the way things are done

Technical Skills:

• Previous experience working in a business analysis role is required.
• Analysis: ability to break down high level business requirements into more detail by questioning and probing for clarification
• Consulting: Gather information by applying approaches or styles applicable to the situation
• Experience with questioning techniques and objective listening to clarify expectations and assumptions.
• Problem management: work to prevent problems or decrease impact of problems when possible.
• Strong MS Office skills especially Excel
• Ability to quickly learn/understand new applications and technology

What’s in it for you:    

• Great Place to Work® Certified in Canada and the US - 2022
• Great Place to Work® award for Best Workplaces for #HybridWork
• 2022 Named “Best Places to Work” by Glassdoor - 2021
• Canada Award for Excellence for Mental Health at Work 
• 2021 Flexible hybrid work model including in-country work-from-home if you prefer.
• Pension, stock and savings programs to help build and enhance your future financial security.

The Base Pay range is for the primary location for which the job is posted.  It may vary depending on the work location of the successful candidate or other factors.  In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance.  Certain sales focused roles have sales incentive plans based on individual or group sales results. 

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to [email protected].

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range:

61,000/61 000 - 101,000/101 000

Job Category:

IT - Technology Services

Posting End Date:

03/10/2024