IT Service Desk Analyst - Express Scripts Canada

Express Scripts Pharmacy Benefit Services; Mississauga; Hybrid; CAD 60,000 - 65,000; Full time

Benefits offered by this job

Competitive compensation

Benefits and pension

Career development

Flexible work options

Job summary

Express Scripts Canada is seeking an IT Service Desk Analyst to deliver responsive, ITIL-based support for internal users in a hybrid work environment in Mississauga, ON. You will triage, troubleshoot, and resolve incidents, manage access requests, and contribute to knowledge base updates.

The role requires a post-secondary degree or diploma and experience in a service desk. Enhanced reliability clearance is possible, with after-hours on-call rotation as needed.

Qualifications

• Post-secondary degree or diploma in computer science, insurance, customer service, or related field.
• Ability to obtain enhanced reliability security clearance.
• Experience in a technology or service desk role with ITIL-based support.
• ITIL 4 certification is considered a strong asset.
• Working knowledge of Symantec, Altiris, SQL, Excel macros, PowerShell, and Linux.
• Experience with Postman, APIs, and JavaScript is considered a strong asset.
• Bilingualism in French and English, both written and verbal, is considered a strong asset.

Responsibilities

• Deliver IT support aligned with ITIL best practices and service levels.
• Monitor, log, triage, and resolve application issues for internal customers.
• Troubleshoot day-to-day system issues, access concerns, and related requests.
• Manage incident queues by prioritizing work and tracking progress.
• Collaborate with internal service providers and IS teams to resolve issues.
• Support system patch deployment and related maintenance activities.
• Create and update support documentation, process guides and user forms.
• Manage internal application access requests and password resets.
• Provide remote support to Express Scripts Canada locations and participate in on-call rotation.
• Build relationships with internal customers and communicate incidents clearly.
• Assist with internal communications about system issues and service impacts.
• Meet service level commitments and support additional projects.

Skills

Service desk experience

ITIL-based support

Customer service

Problem-solving

Bilingual FR/EN

Education

Post-secondary degree/diploma in related field

Tools

Symantec

Altiris

SQL

Excel macros

PowerShell

Linux

Postman

APIs

JavaScript

Job description

Job Title: IT Service Desk Analyst

Location: Mississauga ON

Employment Type: Full-time

Reason for Vacancy: Replacement

Work Arrangement: Hybrid

Department Name: IT Support Services

Pay Type: Salaried

Pay Range: $59,700 to $64,700. Please note that this is a general posting range and offer range will be varied based on relevant experience, qualifications, skills required and location for this role.

About Us

Express Scripts Canada (ESC) is a leading health benefits management company. Serving over 12 million members, we help insurance carriers, third party administrators, and the public sector optimize the value of health benefits by linking the talent and professional expertise of our people with leading edge information management systems and technology. ESC is a wholly owned subsidiary of Express Scripts Inc., one of the largest pharmacy benefit management (PBM) companies in North America, part of The Cigna Group (NYSE: CI), a global health company. Together, we deliver innovative, cost-effective solutions that improve access, affordability, and health outcomes for Canadians.

Job Summary

Express Scripts Canada is actively looking for a motivated Service Desk Analyst who is passionate about delivering exceptional customer support. The ideal candidate brings strong problem-solving skills, a focus on quality, and the ability to manage competing priorities in a fast-paced environment. Flexibility is important as this role may require adjusted schedules and an after-hours on call support rotation, as needed.

Key Responsibilities

• Deliver responsive, high-quality IT support aligned with ITIL best practices and established service levels.
• Monitor, log, triage, and resolve application issues and service requests for internal customers.
• Apply business and technical knowledge to troubleshoot day-to-day system issues, access concerns, VDI restarts, trace routes, and related technical requests.
• Manage incident and request queues by prioritizing work, tracking progress, and ensuring timely resolution.
• Collaborate with internal service providers and Information Systems teams to investigate and resolve system-related issues.
• Support system patch deployment and related maintenance activities.
• Create, maintain, and regularly update support documentation, process guides, and user access forms.
• Manage user access requests for internal applications, including new access, modifications, terminations, password resets, QA requests, external customer requests, and reporting.
• Provide remote support to Express Scripts Canada locations and participate in the after-hours on-call rotation as required.
• Build strong working relationships with internal customers and departments while delivering best-in-class support.
• Assist with internal communications related to system issues, service impacts, and support updates.
• Meet service level commitments for internal and external clients.
• Support additional projects and initiatives as assigned.

What We’re Looking For

• Post-secondary degree or diploma, or equivalent related experience in computer science, insurance, customer service, or a related field.
• Ability to obtain enhanced reliability security clearance.
• Experience in a technology or service desk role with a strong focus on customer service and ITIL-based support practices.
• ITIL 4 certification is considered a strong asset.
• Working knowledge of tools and technologies such as Symantec, Altiris, SQL, Excel macros, PowerShell, and Linux.
• Experience with Postman, APIs, and JavaScript is considered a strong asset.
• Knowledge of SFTP, TCP/IP, and data feed transmission is considered an asset.
• Bilingualism in French and English, both written and verbal, is considered a strong asset.
• Strong problem-solving skills with the ability to resolve issues, set expectations, and communicate clearly with users.

Service Desk Hours Of Operation

• Core Business Hours: Monday to Friday, 6:00 a.m. to 12:00 a.m.
• Weekends: After-hours on-call support*, 8:00 a.m. to 12:00 a.m.
• National Holidays: After-hours on-call support*, 8:00 a.m. to 5:00 p.m.

Schedule and Shift Rotations

Candidates must be able and willing to work additional and/or alternate hours/days/shifts when required by management. Additional On-Call hours and shift rotations will be set by your manager. The rotational shifts are as defined below:

• 6:00 a.m. - 2:00 p.m.
• 8:00 a.m. - 4:00 p.m.
• 9:00 a.m. - 5:00 p.m.

Why Join Us?

• Competitive compensation, benefits and pension plan
• Career development and advancement opportunities
• A culture that celebrates innovation and collaboration
• Flexible work options and wellness programs

Pre-Employment Requirements

All offers of employment are conditional upon the successful completion of reference checks and background verification in accordance with company policy. Within ESC, for certain positions, obtaining and maintaining a federal government security clearance is a condition of employment. Candidates applying for such roles must meet all eligibility criteria for the applicable clearance level and consent to the security screening process as mandated by federal regulations. Failure to obtain or maintain the required clearance will result in withdrawal of the offer or termination of employment.

Our hiring process includes AI-powered tools to conduct video interviews, take notes and score candidates; however, all scores will be reviewed by hiring managers and our Talent team before making a decision.

Internal Applications Deadline

July 10, 2026

Express Scripts Canada Is a Cigna Company

Express Scripts Canada is a subsidiary of Express Scripts, a Cigna company. Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, wellbeing and peace of mind of those we serve. Cigna offers an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioural health, pharmacy, vision, supplemental benefits, and other related products.

About Express Scripts Canada

Express Scripts Canada is a leading health benefits manager and has been recognized as one of the most innovative. Our clients include Canada's leading insurers, third party administrators and governments. We work with these clients to develop industry-leading solutions to deliver superior healthcare in a cost-controlled environment. We provide Active Pharmacy services to more than 7 million Canadian patients and adjudicate more than 100 million pharmacy, dental, and extended health claims annually. Through our proprietary consumer intelligence, clinical expertise, and patients-first approach, we promote better health decisions for plan members, while managing and reducing drug benefit costs for plan sponsors.

It will be a condition of employment that the successful candidate obtains an Enhanced Reliability Clearance from the Federal Government. The candidate will be required to provide supporting documentation to receive clearance if required.

We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment.

We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be.

We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.

If you require accommodation in completing the online application process, please email: [e-mail] Do not email [e-mail] for an update on your application or to provide your resume as you will not receive a response.