System Quality Analyst I

Remote; San Francisco (CA); Remote; USD 28,000 - 35,000; Full time

Benefits offered by this job

Fully remote work from Canada

Permanent, full‑time employment

Flexible scheduling

Training on internal systems

Career progression opportunities

Job summary

Partner Company in Canada is seeking a System Quality Analyst I to maintain reliability of digital systems used by internal teams and clients. You will perform UAT, regression testing, and validate releases before go‑live, while documenting processes and supporting projects in a fully remote environment.

You will collaborate with Business Analysts and IT to investigate defects, manage tickets, and coordinate deployments every few weeks.

Qualifications

• Post‑secondary diploma or degree or equivalent experience.
• Strong analytical and problem‑solving abilities across interconnected systems.
• Experience with software testing activities (UAT, regression, test cases).
• Familiarity with CRM platforms such as Dynamics 365 or comparable systems.
• Experience using Zendesk or Jira for ticketing and issue tracking.
• Ability to learn complex system logic and communicate findings clearly.

Responsibilities

• Investigate and resolve system issues reported by internal teams and clients.
• Differentiate training questions from defects and route appropriately.
• Escalate defects to IT and coordinate timely resolutions.
• Perform UAT and regression testing on front‑end maintenance releases.
• Validate changes and sign off before production deployment.
• Serve as SME for assigned systems and support projects.
• Document knowledge, troubleshooting steps, and procedures.
• Collaborate with Business Analysts and IT to resolve defects.
• Support client escalations related to online bookings and services.
• Manage tickets in Zendesk, from triage to resolution.
• Contribute to deployments roughly every 3–4 weeks, around 6 PM ET.

Skills

Analytical skills

Troubleshooting

Testing experience

Team collaboration

Communication skills

Education

Post-secondary diploma or degree

Tools

Zendesk

Jira

Power Platform

Dynamics 365

Dataverse

Job description

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a System Quality Analyst I based in Canada.

The System Quality Analyst I will help maintain the reliability and performance of essential digital systems used by internal teams and clients. Working within a Digital Transformation support team, you will serve as a first point of contact for system issues, investigating reported problems and coordinating solutions across technical and operational teams. You will contribute to software quality by performing user acceptance testing, regression testing, and release validation before production deployment. The role also involves documenting system knowledge, supporting projects, and helping colleagues navigate interconnected business applications. You will work in a collaborative, fully remote environment where knowledge sharing and continuous learning are encouraged. This position offers opportunities to deepen your technical expertise and potentially progress into Business Analyst or System Analyst II roles.

Accountabilities

• Investigate and resolve system issues reported by internal teams and clients, reproducing reported problems and identifying their underlying causes.

• Distinguish between user training questions, operational issues, and confirmed system defects, resolving or routing each appropriately.

• Escalate confirmed defects to IT development teams and coordinate with relevant stakeholders to support timely resolution.

• Perform user acceptance testing (UAT) and regression testing on front-end functionality for maintenance releases and hotfixes.

• Validate system changes and provide testing sign‑off before production deployment.

• Act as a subject matter expert for assigned systems, supporting projects, system improvements, and colleague inquiries.

• Document system knowledge, troubleshooting processes, and operational procedures to support consistent service delivery.

• Collaborate with Business Analysts on requirements and work with IT development teams to investigate and resolve defects.

• Support client escalations involving issues with online service bookings and related digital functionality.

• Manage individually assigned tickets through a shared Zendesk queue, following documented processes from initial triage through resolution.

• Participate in production deployments approximately every three to four weeks, typically beginning around 6:00 p.m. Eastern Time.

• Complete post‑deployment testing to confirm system functionality following go‑live.

• Coordinate scheduling adjustments or time banking when required to accommodate evening deployment activities.

Requirements:

• Post‑secondary diploma or degree, or equivalent relevant experience.

• Strong analytical and problem‑solving skills, with the ability to investigate issues across multiple interconnected systems.

• Ability to reproduce user‑reported problems and distinguish training‑related questions from genuine system defects.

• Experience with software testing activities, such as user acceptance testing, regression testing, or test case creation.

• Familiarity with business applications or CRM platforms, such as Microsoft Dynamics 365 or comparable systems.

• Experience using ticketing and issue‑tracking platforms such as Zendesk or Jira.

• Ability to learn complex system logic and apply that knowledge to troubleshooting and issue resolution.

• Clear written and verbal communication skills for ticket documentation, status updates, and stakeholder discussions.

• Ability to work collaboratively within a team while independently managing assigned tasks and priorities.

• Flexibility to support evening production deployments approximately every three to four weeks.

• No coding or engineering background is required; training on internal systems will be provided.

• Hands‑on experience with Microsoft Power Platform, including Power Automate and model‑driven apps, is an asset.

• Familiarity with Dataverse, Customer Insights & Journeys, or Field Service is considered an advantage.

• Bilingual proficiency in English and French is an asset.

Benefits:

• Annual base salary: CAD $40,000–$50,000.

• Permanent, full‑time employment.

• Fully remote work from anywhere in Canada.

• Five‑day workweek.

• Flexible scheduling arrangements, including shift adjustments or time banking to accommodate evening deployments.

• Training on internal systems and opportunities to develop specialized system expertise.

• Potential career progression into Business Analyst or System Analyst II roles.

• Collaborative, people‑focused work environment that encourages knowledge sharing, innovation, and professional development.

• Inclusive workplace culture with accommodation support available during the recruitment process.