Senior Support Analyst

OCS Ontario Cannabis Store; Toronto; On-site; CAD 93,000 - 103,000; Full time

Job summary

The Ontario Cannabis Store in Toronto is seeking a Senior Support Analyst to join the Enterprise Support team. You will provide second-level IT support across OCS systems, apply subject matter expertise to incidents, and help define SOPs to keep enterprise platforms reliable.

In this role, you’ll work with Dynamics 365 Finance & Operations, Shopify Admin, and other ERP/eCommerce tools, collaborate with IT and business units, and contribute to process improvements and SLA definitions.

Qualifications

• Minimum 2 years of Level 2 IT support experience.
• Experience with Agile delivery methods.
• Excellent technical skills in Shopify Admin, Dynamics 365 (CRM, Finance & Operations, OMS), ServiceNow, and Microsoft Excel.
• Proven ability to work with very large datasets from multiple sources.
• Strong problem-solving and critical-thinking skills.
• Knowledge of backend IT processes supporting ERP, eCommerce, and supply chain systems.

Responsibilities

• Provide Level 2 IT support and subject matter expertise for all OCS systems during incidents and requests.
• Support incident responses and change requests, ensuring production stability.
• Define requirements, document interfaces, and develop SOPs.
• Create and maintain project artefacts (requirements specs, UML diagrams, UI prototypes).
• Collaborate with IT and business units to analyze and resolve complex issues.
• Contribute to continuous improvement of service management processes.

Skills

2+ years Level 2 IT support

Agile delivery

Critical thinking

Stakeholder communication

Education

Post-secondary education

Tools

Shopify Admin

Dynamics 365 (CRM, Finance & Operations, OMS)

ServiceNow

Microsoft Excel

Job description

About Us

The Ontario Cannabis Store provides safe, responsible access to recreational cannabis for adults 19 and older. We operate the sole legal online store for recreational cannabis in Ontario and are the provincial wholesaler of cannabis for private retail stores. Working at the OCS is a unique opportunity to be part of an agile start-up in a ground-breaking new industry. We’re a diverse team passionate about delivering a great customer experience, working together with mutual respect and building value out of our differences. We’re an inclusive organization that understands that delivering great results comes out of ensuring every voice is heard.

About The Role

We're looking for a Senior Support Analyst to join our team!

As a key member of the Enterprise Support team within Service Management, the Senior Support Analyst will support all OCS systems by providing subject matter expertise and second-level support for incidents and requests, including extended-hours support.

This role will also help define requirements, document internal and external user interfaces, and develop support processes and standard operating procedures (SOPs) to ensure the effective and reliable operation of enterprise systems.

About Your Day

• Utilize critical thinking to support OCS's range of systems while collaborating with IT teams and business units.
• Provide Level 2 support and subject matter expertise for all OCS systems during incident responses and as required.
• Apply advanced knowledge of Dynamics 365 Finance and Operations to support business and operational needs.
• Implement change requests and incident resolutions into production environments.
• Administer and maintain user access to production systems.
• Create and maintain project artefacts, including requirements specifications, UML diagrams, and UI prototypes throughout the project lifecycle.
• Develop and maintain troubleshooting guides and standard operating procedures (SOPs) to support production systems.
• Analyze, diagnose, and test solutions across all supported systems.
• Drive the definition of service level agreements (SLAs) and other key support deliverables in collaboration with stakeholders.
• Act as a key stakeholder and subject matter expert representing the Service Management team on major projects.
• Participate in all stages of the project lifecycle to ensure solutions meet business and support requirements.
• Provide expertise and guidance to IT and business teams on projects, incidents, and new standard operating procedures.
• Contribute to the continuous improvement of departmental processes and procedures.

About You

• Relevant post-secondary education coupled with a minimum of 2 years of relevant experience in IT support.
• 2+ years of experience providing Level 2 IT support is preferred.
• Experience with Agile delivery methods is considered an asset.
• Excellent technical skills in Shopify Admin and Dynamics 365 systems (CRM, Finance & Operations, and OMS).
• Excellent technical skills in ServiceNow and Microsoft Excel.
• Proven technical experience working with very large datasets from multiple sources.
• Demonstrated critical-thinking skills, with the ability to analyze complex customer issues, identify root causes, and use sound judgment to determine effective solutions in real time.
• A self-starter with strong attention to detail and excellent organizational skills.
• Knowledge of backend IT processes supporting ERP, eCommerce, and supply chain management systems.
• Experience escalating and communicating with external vendors regarding incidents, projects, and day-to-day maintenance activities.
• Exceptional experience diagnosing issues and conducting root cause analysis in a support environment, with subject matter expertise in ERP systems (Dynamics 365) and front-end eCommerce platforms (Shopify).

About The Job

• Location: Toronto, ON near York Mills and Yonge Street
• Hours of Work: 36.25 a week
• Employment Type: Permanent, Full-Time
• Required Travel: Rare, usually within the GTA

Compensation

The target hiring range for this position is $93,800- $103,000. This is a pay grade 6 role, with a salary range of $71,777.30- $107,379.81. Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

We are committed to providing an accessible, equitable and inclusive candidate and employee experience. We provide reasonable accommodation throughout the recruitment process and in employment. If you require an accommodation, please let us know, we will work with you to meet your needs.