Systems Analyst, IT Operations

HomeEquity Bank; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading Canadian bank is seeking a proactive Systems Analyst to join its Technology Operations team. In this role, you will support users and manage systems to ensure seamless operation. This is an exciting opportunity to influence the company's technology landscape in a collaborative environment.

Benefits

Extended health and dental benefits

Employee Share Investment Plan

Well-being initiatives

Qualifications

• 3–5 years of experience in IT support or systems administration.
• Certifications like Microsoft MCP or ITIL Foundations.
• Ability to explain technical concepts to non-technical audiences.

Responsibilities

• Serve as primary support contact for internal users.
• Troubleshoot software and hardware issues.
• Log, update, and close incident tickets.

Skills

Troubleshooting

Diagnostic skills

Communication

Education

University degree in Computer Science

College diploma in Information Technology

Tools

Microsoft 365

ServiceNow

Microsoft DevOPS

Job description

200 Bay St., Toronto, ON M5J 2J1, Canada

Job Description

Posted Thursday, May 15, 2025 at 4:00 AM | Expires Tuesday, July 1, 2025 at 3:59 AM

WHO WE ARE

HomeEquity Bank is a Schedule 1 Canadian chartered bank and the leading national provider of reverse mortgages, with a growing portfolio. As the only bank solely dedicated to serving homeowners 55 and up, we’re passionate about helping Canadian homeowners live retirement on their terms. We live that commitment every day, witha range of reverse mortgage solutions that include our flagship CHIP Reverse Mortgage product.

OUR VALUES, OUR PASSION

At HomeEquity Bank, our values drive and inspire our actions with our customers, our partners and each other.

• Courage to Act. Do the Right Thing
• One Team. One Vision
• Think Long-Term. Ever-Evolving

POSITION SUMMARY:

HomeEquity Bank is seeking a proactive and technically adept Systems Analyst to join our Technology Operations team. In this hands-on support role, you will act as both a first point of contact and an escalation path for technology-related issues across the organization. You will support end-users, manage technical infrastructure, and help drive process improvements that align with our business needs and service standards.

This is an exciting opportunity to make a visible impact in a collaborative and rapidly evolving environment where operational excellence, innovation, and customer experience are at the core.

MAJOR ELEMENTS OF THE ROLE:

Support

• Serve as a primary support contact for internal users, resolving issues across laptops, desktops, mobile devices, printers, business applications, and proprietary systems.
• Support and administer Microsoft 365, Windows 10/11, Active Directory, and endpoint management platforms (e.g., Intune, SCCM).
• Troubleshoot and resolve software, hardware, and connectivity issues, escalating to senior staff or vendors as needed.
• Provide one-on-one user guidance or training when necessary.
• Serve as a primary support contact for internal users, resolving issues across laptops, desktops, mobile devices, printers, business applications, and proprietary systems.
• Support and administer Microsoft 365, Windows 10/11, Active Directory, and endpoint management platforms (e.g., Intune, SCCM).
• Troubleshoot and resolve software, hardware, and connectivity issues, escalating to senior staff or vendors as needed.
• Provide one-on-one user guidance or training when necessary.

General

• Maintain and improve IT asset inventories and configuration data using platforms like ServiceNow CMDB.
• Log, update, and close incident, change, and problem tickets in accordance with ITIL-based processes.
• Participate in BCP/DR testing, hardware/software rollouts, and cross-functional technology projects.
• Leverage Microsoft DevOPS for tracking projects.
• Liaise with business units, external vendors, and IT teams to support system integrations and service delivery.
• Document support procedures, knowledge articles, configuration changes, and technical decisions.
• Proactively contribute ideas for service optimization, risk reduction, and support automation.

SKILLS AND EXPERIENCE REQUIRED:

• University degree or college diploma in Computer Science, Information Technology, or a related field.
• Certifications such as Microsoft MCP, ITIL Foundations, or relevant Security/Networking certs (e.g., ISC2, ISACA, CCNA) are strong assets.
• 3–5 years of experience in IT support, systems administration, or infrastructure operations.
• Proven ability supporting Windows environments, Microsoft 365, and enterprise IT tools in a mid-to-large organization.
• Familiarity with ServiceNow, vulnerability scanning platforms (e.g., Tenable), and mobile device management systems.
• Strong troubleshooting, diagnostic, and root-cause analysis skills.
• Excellent communication skills, with the ability to explain technical concepts to non-technical audiences.
• Organized and able to manage multiple priorities with attention to detail.
• A team player who is self-motivated, service-oriented, and growth-minded.
• Hybrid work environment

WHY WORK AT HOMEEQUITY BANK?

HomeEquity Bank offers a hybrid working environment supported with a culture of flexibility – an approach that is unique to each person, and that enables both business and individual needs to be met in a mutually beneficial way.

We pride ourselves in recognizing and celebrating performance, community service, teamwork, and diversity among our employees.

A Dynamic Culture – With People at the Centre

We believe our people make all the difference; our tireless commitment to inclusivity, professional development, and employee experience has been recognized through awards including theGreater Toronto’s Top Employers 2024,Waterstone Canada's Most Admired Corporate Cultures 2022-2023, the Globe and Mail's Report on Business: Canada's Top Growing Companies 2022 (third year since 2019), Canadian's Mortgage Professional (CMP) Top Mortgage Employer 2023 for the third year in a row and Achievers Top 50 Most Engaged Workplaces 2023.

Growth and Opportunities
We provide challenging and rewarding careers in a wide variety of fields. We continuously develop and train our employees through professional growth opportunities and on-the-job training. We also encourage our employees to develop professionally and personally though a series of career developing programs including our Educational Assistance Program, designed to reimburse costs related to professional learning and development.

Celebrating Great Work and People

We believe in an environment that celebrates success, knowledge, leadership, and work that is inspired by our core values. For these reasons, we have created several programs that make it easy for our employees to say ‘great job’ to their colleagues and leaders.

From our Appreciate! Program to the High Five Award Program and President’s Award Program, we recognize professional achievement with a variety of rewards including points towards gift cards, merchandise, and travel experiences, as well as group RRSP/DPSP contributions and more.

Our Community Leadership Program recognizes employees who make a positive impact in their communities through volunteer work with a grant for their charity of choice. Additionally, we provide employees with one paid day off each year to volunteer at their favourite local charity.

The Perks

HomeEquity Bank offers a competitive total rewards package that includes:

• Extended health and dental benefits
• Employee & Family Assistance Program
• Employer-Matched Group Retirement Savings Plan
• Employee Share Investment Plan
• Well-being initiatives including: a wellness account; virtual self-care programs and extended mental health benefits
• Employee corporate discount for GoodLife Fitness

HomeEquity Bank is committed to an inclusive, equitable and accessible workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Please note that our successful candidate is required to complete a background check.

Stay in the Know

Find out what we’re up to online, and learn more about what makes HomeEquity Bank a great place to work:

Join Us!If you’re ready to build the future of reverse mortgages, we want to hear from you.

200 Bay St., Toronto, ON M5J 2J1, Canada