Job Description

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.

As a Technical Business Systems Analyst on the AOS Individual operations support team, you will play an important role in keeping day-to-day business and system operations running smoothly. This role is ideal for someone who enjoys investigating issues, analyzing support tickets, asking the right questions, and helping work move efficiently to the appropriate technical resources. You will partner with business users, support teams, and developers to understand reported issues, clarify impacts and urgency, document key details, and support timely resolution of operational work.

You will have the opportunity to build and apply technical knowledge across systems, data, and operational processes, including exposure to mainframe environments, JCL, SQL, DB2, IMS, Microsoft 365, and Copilot. The ideal candidate is curious, organized, detail-oriented, and comfortable working in a fast-paced support environment where priorities can shift throughout the day. You will thrive in this role if you enjoy problem solving, learning how systems work, communicating clearly with both business and technical audiences, and contributing to a team focused on quality, service, reliability, and continuous improvement.

What will you do?

• Review, analyze, and triage incoming support tickets
• Assign and route work to the appropriate developers or technical teams, helping ensure tickets are prioritized, tracked, and moved forward in a timely and organized way.
• Create and maintain clear support documentation, including troubleshooting details, process guidance, knowledge articles, and handoff information for technical teams.
• Monitor ticket progress, follow up on open items, escalate risks or delays when needed, and communicate status updates to business and technology partners.
• Use technical tools and knowledge to investigate issues, analyze information, improve processes, and support team effectiveness.
• Contribute to a collaborative operations support culture by sharing knowledge, identifying recurring issues or improvement opportunities, and supporting quality, service, reliability, and continuous improvement.

What you will need to succeed?

• Strong analytical and problem-solving skills
• Comfort working in a technical operations support environment, including an understanding of mainframe concepts and technical knowledge such as JCL, SQL, DB2, IMS, and database structures.
• Ability to translate business issues into clear technical context so developers and support teams can investigate and resolve work efficiently.
• Strong communication skills (verbal and written), with the ability to engage technical and non-technical audiences.
• Strong organization and prioritization skills, with the ability to manage a queue of support work, follow up on open items, adapt to shifting priorities, and maintain attention to detail.
• A customer-focused mindset and sound risk awareness.
• Curiosity and a continuous improvement mindset, including openness to learning new tools,
• Collaboration skills and adaptability, with the ability to build trusted working relationships, coordinate effectively with developers and support partners, share knowledge, and remain effective through change.

What's in it for you?

• Great Place to Work® Certified in Canada and the US Great Place to Work® award for Best Workplaces for #HybridWork

• Canada Award for Excellence for Mental Health at Work

• Flex hours and Flexible hybrid work model including in-country work-from-home if you prefer.  #LI-Hybrid #LI-Remote

• Competitive salary and bonus structure influenced by market range data

• 15 days vacation per year and an innovative sabbatical program

• Pension, stock, and savings programs to help build and enhance your future financial security

• A friendly, collaborative, and inclusive culture

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 thebrightside@sunlife.com

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you! Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We may use artificial intelligence to support candidate sourcing, screening, interview scheduling.

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

Salary Range:

58,000/58 000 - 93,000/93 000

Job Category:

Business Analysis - Systems

Posting End Date:

26/07/2026