Systems Support Analyst

United Farmers of Alberta Co-operative Limited; Calgary; Hybrid; CAD 70,000 - 95,000; Full time

Benefits offered by this job

Flexible work options

Comprehensive benefits

Growth & mentorship

Job summary

United Farmers of Alberta Co-operative Limited (UFA) seeks a Systems Support Analyst to support enterprise, digital, and mobile applications. You’ll resolve production issues, manage access, and help with testing and releases across iOS/Android platforms.

You’ll collaborate with Product Owners and technical teams to translate needs into user stories and tests, maintain documentation, and participate in on‑call rotation. Calgary-based, with a strong focus on service excellence.

Qualifications

• Degree or diploma in Computer Science, Information Systems, Information Technology, or a related discipline, or equivalent training and experience.
• Zero to three years of experience in application support, systems support, systems analysis, application administration, or quality assurance.
• Experience supporting business applications or customer-facing digital services.
• Ability to analyze systems and create clear user stories, acceptance criteria, process flows, and test scenarios.
• Understanding of incident, problem, change, release, access, and service-management processes.
• Familiarity with integrations, interfaces, APIs, data flows, and system dependencies.
• Strong troubleshooting, customer-service, and communication skills.

Responsibilities

• Investigate incidents, resolve production issues, and coordinate recovery activities.
• Manage ServiceNow incidents and requests, engaging users, technical teams, and vendors as required.
• Troubleshoot application functionality, integrations, authentication, access, connectivity, compatibility, and performance.
• Assess business impact, elevate issues, and communicate status, risks, workarounds, and resolutions.
• Participate in root‑cause analysis and the on‑call support rotation.
• Maintain application documentation, troubleshooting guides, and support procedures.
• Identify recurring issues and recommend improvements.
• Work with users, Product Owners, technical teams, and vendors to understand system needs and improvements.
• Translate approved needs into clear user stories, acceptance criteria, and test scenarios.
• Support backlog refinement, solution discussions, testing, implementation, and post‑release validation.
• Maintain traceability between needs, stories, system changes, testing, and approvals.
• Support UFA’s applications across Apple iOS and Google Android devices.
• Investigate issues involving authentication, notifications, permissions, compatibility, performance, and integrations.
• Monitor analytics, crash reports, store feedback, and support trends.
• Coordinate defect resolution with Product Owners, developers, cybersecurity teams, vendors, and business stakeholders.
• Validate navigation, accessibility, screen layouts, and end‑to‑end user flows.
• Execute approved configuration changes across development, test, and production environments.
• Process access requests and maintain application users, roles, and permissions.
• Follow security, access, change, release, and documentation procedures.
• Develop and execute functional, integration, regression, and user‑acceptance tests.
• Document test results, defects, risks, and approvals, and complete post‑release validation.
• Support application upgrades, maintenance, enhancements, and project initiatives.
• Coordinate TestFlight and Google Play testing, release notes, store content, privacy disclosures, and approvals.
• Track application‑store submissions, reviews, phased rollouts, and production availability.

Skills

Troubleshooting

Critical thinking

Documentation

Customer service

Communication

Education

Degree or diploma in Computer Science/Information Technology or equivalent

Tools

ServiceNow

Azure DevOps

Apple App Store Connect

Job description

Position Summary

The Systems Support Analyst is a member of UFA’s Application Support team, supporting enterprise, digital, and mobile applications. The role resolves production issues, fulfills service requests, analyzes system needs, develops user stories, manages application access and configuration, and supports testing and releases.

The application portfolio includes UFA.com, MyUFA, UFA mobile applications, Homestead, SAP ECC Self-Service, Microsoft Dynamics 365, SAP Commerce Cloud, SAP Marketing Cloud, SAP Customer Data Cloud, Mirakl, Vertex, Azure DevOps, and the Member Equity and Patronage Program.

The role also supports integrations and third-party services, including Moneris, FSM, Canada Post, Apple App Store, and Google Play.

Responsibilities

Application Support

• Investigate incidents, resolve production issues, and coordinate recovery activities.
• Manage ServiceNow incidents and requests, engaging users, technical teams, and vendors as required.
• Troubleshoot application functionality, integrations, authentication, access, connectivity, compatibility, and performance.
• Assess business impact, elevate issues, and communicate status, risks, workarounds, and resolutions.
• Participate in root‑cause analysis and the on‑call support rotation.
• Maintain application documentation, troubleshooting guides, and support procedures.
• Identify recurring issues and recommend improvements.

Analysis Bugs and Features for sustainment

• Work with users, Product Owners, technical teams, and vendors to understand system needs, issues, and improvement opportunities.
• Analyze current processes, application behaviour, integrations, data flows, and system dependencies.
• Translate approved needs and solutions into clear user stories, acceptance criteria, process flows, and test scenarios.
• Refine stories with delivery teams to confirm scope, dependencies, assumptions, risks, and expected outcomes.
• Support backlog refinement, solution discussions, testing, implementation, and post‑release validation.
• Maintain traceability between identified needs, stories, system changes, testing, and approvals.
• Support UFA’s applications across Apple iOS and Google Android devices.
• Investigate issues involving authentication, notifications, permissions, compatibility, performance, and integrations.
• Monitor analytics, crash reports, store feedback, and support trends.
• Coordinate defect resolution with Product Owners, developers, cybersecurity teams, vendors, and business stakeholders.
• Validate navigation, accessibility, screen layouts, and end‑to‑end user flows.

Administration, Testing, and Releases

• Execute approved configuration changes across development, test, and production environments.
• Process access requests and maintain application users, roles, and permissions.
• Follow UFA’s security, access, change, release, and documentation procedures.
• Develop and execute functional, integration, regression, and user‑acceptance tests.
• Document test results, defects, risks, and approvals, and complete post‑release validation.
• Support application upgrades, maintenance, enhancements, and project initiatives.
• Coordinate TestFlight and Google Play testing, release notes, store content, privacy disclosures, and approvals.
• Track application‑store submissions, reviews, phased rollouts, and production availability.

Qualifications

• Degree or diploma in Computer Science, Information Systems, Information Technology, or a related discipline, or equivalent training and experience.
• Zero to three years of experience in application support, systems support, systems analysis, application administration, or quality assurance.
• Experience supporting business applications or customer‑facing digital services.
• Ability to analyze systems and processes and create clear user stories, acceptance criteria, process flows, and test scenarios.
• Understanding of incident, problem, change, release, access, and service‑management processes.
• Familiarity with integrations, interfaces, APIs, data flows, and system dependencies.
• Strong troubleshooting, critical‑thinking, documentation, customer‑service, and communication skills.
• Ability to manage competing priorities and collaborate within a multidisciplinary Application Support team.
• Ability to participate in an on‑call rotation when required.

Additional Assets

• Experience supporting or releasing customer‑facing mobile applications.
• Familiarity with iOS, Android, App Store Connect, TestFlight, and Google Play Console.
• Experience with ServiceNow, Azure DevOps, Agile delivery, backlog refinement, or story development.
• Experience supporting retail, e‑commerce, loyalty, membership, or payment applications.
• Awareness of mobile usability, accessibility, privacy, analytics, crash reporting, and application‑store requirements.

You and UFA. Let’s Grow Together.

UFA is one of Canada’s largest and most progressive agricultural co‑operatives. We’re a multi‑billion‑dollar organization that offers the products, services, and support our 127,000+ members need to build, grow and succeed. While our roots will always be in agriculture, we’re proud to support the industries and communities that drive Western Canada’s economy. We need your skills, expertise and ideas to help us keep growing.

• A Business with a Purpose - Join a member‑owned co‑operative with a mission that matters: improving the well‑being of our members, helping them feed the world, and enabling investment in local communities.
• Recognized and Rewarded for Your Performance - At UFA, success is shared. You’ll own your work and be recognized for both individual and organizational results.
• Work‑Life Success - We prioritize safety, respect your time, and offer flexible options and comprehensive benefits to support your life inside and outside of work.
• We Help Each Other Grow - Our collaborative culture fosters growth through hands‑on experience, mentorship, training, educational support, and diverse career paths.

Diversity Equity, and Belonging

At UFA, we care about our employees and what makes them unique. We strive to create an inclusive environment that welcomes employees from diverse backgrounds, where everyone can do their best work. If you require accommodation during the application or selection process, please contact [e-mail] .

Stay Connected

We thank all applicants for their interest. Only those selected for an interview will be contacted.