System Quality Analyst I

This is a fully remote position, open to applicants in Canada.

📋 Description

• Investigate and address system-related issues reported by internal teams and clients.

• Reproduce reported issues, address training-related inquiries, direct issues to the appropriate team, and escalate confirmed defects to IT development.

• Conduct testing and approve system releases.

• Carry out User Acceptance Testing (UAT) and regression testing on front-end features for maintenance releases and hotfixes.

• Act as a subject matter expert for systems.

• Assist with projects and enhancements, document system knowledge and processes, and respond to system-related inquiries.

• Collaborate with Business Analysts on requirements and assist with client escalations regarding online service-booking issues.

• Work together with IT development on defect resolution.

• Manage assigned tickets from a shared Zendesk queue, adhering to the documented triage-through-resolution process.

• Participate in evening production deployments approximately every three to four weeks and perform post-go-live testing.

⛳️ Requirements

• Strong analytical and problem-solving capabilities.

• Ability to investigate issues across multiple interconnected systems.

• Proficient in reproducing user-reported issues and differentiating training questions from actual system defects.

• Capable of working effectively both as part of a team and independently on assigned tickets.

• Excellent written and verbal communication skills.

• Experience in software testing, including UAT, regression testing, or test case creation.

• Familiarity with business applications or CRM platforms, such as Dynamics 365, as well as ticketing systems like Zendesk or Jira.

• Capacity to learn complex system logic and apply it to troubleshooting tasks.

• Post-secondary diploma or degree, or equivalent experience.

• Flexibility to support evening deployments approximately every three to four weeks.

• Bilingualism in English and French is an asset.

• Hands-on experience with Power Platform, including Power Automate and model-driven apps, is a plus.

• Familiarity with Dataverse, Customer Insights & Journeys, or Field Service is advantageous.

• Personnel Security Screening may be necessary for relevant data center or client-service technology functions.

🏝️ Benefits

• Flexible scheduling for evening deployments, including shift adjustments or time banking.

• Training provided on in-house systems.

• Opportunities for advancement into Business Analyst or System Analyst II roles.

• An inclusive culture with accommodations during the recruitment process, as required.

• Potential for flexible work arrangements through 100% remote work anywhere in Canada.