Systems Support Analyst

Department: Information Technology Employment Type: Full-Time Requisition ID: 2025 Date Posted: September 11, 2026 Closing Date: September 25, 2026 or until filled Position Summary

The Systems Support Analyst is a member of UFA’s Application Support team, supporting enterprise, digital, and mobile applications. The role resolves production issues, fulfills service requests, analyzes system needs, develops user stories, manages application access and configuration, and supports testing and releases. The application portfolio includes UFA.com, MyUFA, UFA mobile applications, Homestead, SAP ECC Self-Service, Microsoft Dynamics 365, SAP Commerce Cloud, SAP Marketing Cloud, SAP Customer Data Cloud, Mirakl, Vertex, Azure DevOps, and the Member Equity and Patronage Program. The role also supports integrations and third-party services, including Moneris, FSM, Canada Post, Apple App Store, and Google Play. Responsibilities

Application Support

Investigate incidents, resolve production issues, and coordinate recovery activities. Manage ServiceNow incidents and requests, engaging users, technical teams, and vendors as required. Troubleshoot application functionality, integrations, authentication, access, connectivity, compatibility, and performance. Assess business impact, elevate issues, and communicate status, risks, workarounds, and resolutions. Participate in root-cause analysis and the on-call support rotation. Maintain application documentation, troubleshooting guides, and support procedures. Identify recurring issues and recommend improvements. Analysis Bugs and Features for sustainment

Work with users, Product Owners, technical teams, and vendors to understand system needs, issues, and improvement opportunities. Analyze current processes, application behaviour, integrations, data flows, and system dependencies. Translate approved needs and solutions into clear user stories, acceptance criteria, process flows, and test scenarios. Refine stories with delivery teams to confirm scope, dependencies, assumptions, risks, and expected outcomes. Support backlog refinement, solution discussions, testing, implementation, and post-release validation. Maintain traceability between identified needs, stories, system changes, testing, and approvals. Mobile Application Support

Support UFA’s applications across Apple iOS and Google Android devices. Investigate issues involving authentication, notifications, permissions, compatibility, performance, and integrations. Monitor analytics, crash reports, store feedback, and support trends. Coordinate defect resolution with Product Owners, developers, cybersecurity teams, vendors, and business stakeholders. Validate navigation, accessibility, screen layouts, and end-to-end user flows. Administration, Testing, and Releases

Execute approved configuration changes across development, test, and production environments. Process access requests and maintain application users, roles, and permissions. Follow UFA’s security, access, change, release, and documentation procedures. Develop and execute functional, integration, regression, and user-acceptance tests. Document test results, defects, risks, and approvals, and complete post-release validation. Support application upgrades, maintenance, enhancements, and project initiatives. Coordinate TestFlight and Google Play testing, release notes, store content, privacy disclosures, and approvals. Track application-store submissions, reviews, phased rollouts, and production availability. Qualifications

Degree or diploma in Computer Science, Information Systems, Information Technology, or a related discipline, or equivalent training and experience. Zero to three years of experience in application support, systems support, systems analysis, application administration, or quality assurance. Experience supporting business applications or customer-facing digital services. Ability to analyze systems and processes and create clear user stories, acceptance criteria, process flows, and test scenarios. Understanding of incident, problem, change, release, access, and service-management processes. Familiarity with integrations, interfaces, APIs, data flows, and system dependencies. Strong troubleshooting, critical-thinking, documentation, customer-service, and communication skills. Ability to manage competing priorities and collaborate within a multidisciplinary Application Support team. Ability to participate in an on-call rotation when required. Additional Assets

Experience supporting or releasing customer-facing mobile applications. Familiarity with iOS, Android, App Store Connect, TestFlight, and Google Play Console. Experience with ServiceNow, Azure DevOps, Agile delivery, backlog refinement, or story development. Experience supporting retail, e-commerce, loyalty, membership, or payment applications. Awareness of mobile usability, accessibility, privacy, analytics, crash reporting, and