IT Analyst II - Messaging

Alberta Health Services; Calgary; Hybrid; CAD 58,000 - 78,000; Full time

Job summary

Alberta Health Services is seeking an IT Analyst II - Messaging in Calgary. You will support the Microsoft Exchange SE/Exchange Online hybrid environment, resolving Outlook connectivity, mail flow, and calendar issues while aligning with ITIL processes.

You will collaborate with IT teams to analyze incidents, implement fixes, and improve email routing and retention policies, while developing support documentation and mentoring team members.

Qualifications

• Completion of a bachelor’s degree in Computer Science or Information Technology or equivalent.
• 3+ years of experience supporting Enterprise level Messaging solutions, with Exchange Online features and hybrid Exchange SE environments.

Responsibilities

• Provide technical support for Exchange, Outlook, and related messaging services.
• Investigate, diagnose, and resolve complex messaging incidents and outages.
• Lead projects and initiatives, translating business needs into technical requirements for solutions.
• Develop and document support processes for Exchange, Outlook, M365 and related systems.

Skills

Enterprise Messaging

Exchange Online

Hybrid Exchange SE

Education

Bachelor's degree in Computer Science or IT

Tools

Microsoft Exchange

Exchange Online

M365

Job description

Your Opportunity

Health Shared Services hosts one of Canada's largest email systems. In this role, you will have the opportunity to work with exciting enterprise class technology. Messaging is a critical function in the organization for communication, collaboration, and scheduling with thousands of integration points to other applications and systems. As an IT Analyst II - Messaging, you will work alongside a mature, cohesive team responsible for the delivery of email and calendar services to over 150,000 staff, physicians, and consultants. Your solid understanding of Enterprise Messaging solutions coupled with your previous customer facing experience will be of great benefit in providing a functional and highly available service. You may be required to participate in 24 x/ 7 on-call rotation and major incident callouts, as required. Provide support for the Microsoft Exchange SE / Exchange Online hybrid environment by resolving Outlook connectivity, mailbox permission, calendar sharing, and mail-flow issues in accordance with ITIL framework. Collaborate with senior Messaging Analysts, Infrastructure, and Security teams to analyze incidents, implement fixes, and improve processes related to email routing, distribution groups, retention policies, and mobile-device access. Assist with planning, designing, testing, and deploying technical changes in the environment. Develop and document support processes and procedures for Exchange, Outlook, M365 and associated systems. Create and update knowledge-base articles for consistent support delivery. Assist/deliver technical training to end users and other IT teams. Provide guidance and mentorship to others on the team where required.

Description

As an IT Analyst II, you will provide technical support related to information technology applications either directly to users of the systems or to service delivery functions. You will ensure reliable operations of information systems, resolve complex technical problems, find solutions to customer needs, and lead projects and program initiatives. You will be responsible for more advanced application, telecom or technology support duties. You will investigate, diagnose, and resolve complex problems that have typically been escalated several levels before assignment to this position, and will translate business requirements into technical requirements for a solution and recommend a potential approach to the vendor. You will analyse the solution provided to ensure that it fits both technical requirements and business needs. You will also spend time on project or initiative leadership and delivery.

Transition Company: Health Shared Services

Classification: IT Analyst II

Union: AUPE GSS

Unit and Program: Information Technology, Technology Services Cloud and Digital Workspaces

Primary Location: Quarry Crossing

Location Details: Eligible to work hybrid (on/off site) within Alberta

Multi-Site: Not Applicable

FTE: 1.00

Posting End Date: 21-SEP-2026

Employee Class: Regular Full Time

Date Available: 01-OCT-2026

Hours per Shift: 7.75

Length of Shift in weeks: 2

Shifts per cycle: 10

Shift Pattern: Days

Days Off: Saturday/Sunday

Minimum Salary: $42.12

Maximum Salary: $56.86

Vehicle Requirement: Not Applicable

Required Qualifications

• Completion of bachelor's degree in Computer Science or Information Technology or equivalent.

Additional Required Qualifications

• 3+ years of experience supporting Enterprise level Messaging solutions. Solid understanding of Exchange Online features and previous experience working with Exchange SE hybrid environments.

Preferred Qualifications

• Understanding of cloud services, including M365 and Azure/Entra ID. Experience in customer facing roles guiding non-technical users. Fundamental knowledge of Active Directory, DNS, networking, Windows 11. Experience working in both on-premises and cloud-based email environments.