{"id":3494704,"url":"https://alion.io/job/sun-life-analyst-technical-support-services","title":"Analyst, Technical Support Services","company":{"id":1049263,"name":"Sun Life","domain":"sunlife.ca","url":"https://alion.io/company/sunlife-ca","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":95,"open_postings":30,"ghost_share":0,"stale_share":0.333,"repost_share":0.1,"time_to_fill_p50_days":16,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Montreal, Canada","Toronto, Canada","Waterloo, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":30000,"max_usd":48000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":40},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CyberArk","optional":false},{"name":"ITIL","optional":false},{"name":"Okta","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Splunk","optional":false},{"name":"Tanium","optional":false},{"name":"VMWare","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-29T00:00:00Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-10-30T19:21:05Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"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.\nAt Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.\nWhen you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.\nDiscover how you can make a difference in the lives of individuals, families and communities around the world.\nJob Description:\nThe Analyst is a member of the Technical Services Support team within Digital Employee Experience. As part of the second-level IT support function, the role assists when Service Desk agents are unable to resolve an issue through the ticket queue or real-time support channels. The Analyst asks effective diagnostic questions, takes ownership of complex issues through resolution, and partners with On-Site Support, Employee Experience Technology, and other specialized teams when needed. The role also monitors environmental trends and workstation performance, supports global technology project rollouts, and closes knowledge gaps by documenting solutions in the Self-Service and Service Desk knowledge bases.\nWhat you bring?\nA natural problem-solving mindset and satisfaction from diagnosing issues, fixing problems, and offering practical solutions.\nEnthusiasm for technology, continuous learning, and sharing knowledge with others.\nThe ability to manage variety, balance multiple assignments or projects, and prioritize competing tasks effectively.\nStrong written and verbal communication skills, including keeping clients informed, collaborating with colleagues, and clearly documenting ideas, findings, and completed work.\nA client-focused approach and the ability to build rapport that contributes to an exceptional employee experience.\nA collaborative mindset and a commitment to contributing to a diverse, inclusive, and welcoming team.\nWhat will you do?\nTake ownership of tickets assigned to the team and work directly with clients through resolution, understanding their needs, prioritizing appropriately, and delivering responsive, end-to-end technical support.\nBuild strong client relationships, anticipate support needs, and contribute to a positive employee experience.\nAdvocate for the broader Service Desk teams by answering agent questions, providing ongoing guidance, and empowering agents to make client-focused decisions.\nManage the assigned incident queue, ensuring records are current, work performed is clearly documented, clients receive timely progress updates, and service-level agreements are met.\nPartner closely with On-Site Support and Employee Experience Technology to coordinate issue resolution, technology rollouts, and improvements to the end-to-end employee technology experience.\nCreate, edit, and maintain articles in the Self-Service and Service Desk knowledge bases using Knowledge-Centered Support practices.\nContinuously broaden technical knowledge and strengthen diagnostic and troubleshooting capabilities.\nSupport global technology projects and rollouts through testing, implementation-readiness activities, support planning, and feedback that prepares Service Desk and regional support teams for successful deployment.\nProactively monitor workstation health and performance, identify emerging trends or degradation, and engage the appropriate teams before issues significantly affect employees.\nIdentify and implement opportunities to automate repetitive support activities and leverage generative AI to improve troubleshooting, knowledge creation, operational efficiency, and the employee experience.\nProactively recommend process improvements that increase efficiency for clients and support teams.\nWhat do you need to succeed?\nExperience supporting medium- to large-scale enterprise infrastructure, client computing hardware, Windows operating systems, and macOS platforms.\nWorking knowledge of technologies and platforms such as McAfee/Trellix, CyberArk, Citrix, Microsoft 365, VMware View/vSphere, Microsoft Systems Center Configuration Manager (SCCM/SMS), ServiceNow, MFA, Okta, Splunk, and Tanium.\nExperience with mobile device management solutions, including AirWatch, Microsoft Intune, and JAMF.\nConfidence in providing clear technical guidance and instructions on the effective use of computer technologies.\nStrong investigative and troubleshooting skills across a wide variety of hardware, software, access, connectivity, and workstation performance issues.\nAptitude for learning and supporting a broad range of software applications in a large client computing environment.\nKnowledge of computer security procedures and protocols.\nStrong client relationship skills and a commitment to delivering a positive employee experience.\nA degree or diploma in computer technology and one to two years of related experience, or an equivalent combination of education and experience.\nITIL certification is considered an asset.\nCompTIA A+ and Network+ certifications are considered assets.\nBilingualism (French, English, both oral and written) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada and worldwide\nImportant Note: Reliability Status\nAs a condition of the role, the successful candidate must be eligible and obtain a Government of Canada Reliability Status security clearance through Sun Life.\nWhat's in it for you?\nThe opportunity to move along a variety of career paths with amazing networking potential\nFlexible Benefits from the day you join to meet the needs of you and your family\nWe’re committed to creating an inclusive and respectful environment. Our goal is to make sure all our employees have the chance to live up to their full potential\nWe’re honoured to be recognized as a 2025 Best Workplaces in Ontario by Great Place to Work® Canada\nWe are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health\n*LI-MS\nThe 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.\nDiversity 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.\nPersons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to .\nWe 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.\nWe may use artificial intelligence to support candidate sourcing, screening, interview scheduling.\nWe thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.\nSalary Range:\n70,000/70 000 - 105,000/105 000Job Category:\nIT - Technology ServicesPosting End Date:\n07/11/2026","description_format":"text","description_chars":8119,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Wealth Management & Financial Advisors","Asset Management & Funds","Health Insurance & Benefits","Life Insurance & Annuities"],"lifecycle":[{"event":"open","at":"2026-10-30T00:57:54Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":16,"reasons":["seen:1","velocity","win:early","comp:junior,brand"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/sun-life-analyst-technical-support-services","json_url":"https://alion.io/job/sun-life-analyst-technical-support-services.json","meta":{"generated_at":"2026-10-30T19:42:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9306,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1049263},"rest":"https://alion.io/mcp/rest/get_company?id=1049263"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsun-life-analyst-technical-support-services"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsun-life-analyst-technical-support-services"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsun-life-analyst-technical-support-services"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sun-life-analyst-technical-support-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsun-life-analyst-technical-support-services"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3494704}},{"tool":"search_jobs","arguments":{"company":"sunlife.ca","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3494704},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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