Implementation & Support Analyst
$68,000–$75,000 year
RemoteCanada
Job Summary
Serve as the operational anchor for a dedicated SaaS client by troubleshooting complex benefit issues, diagnosing root causes in eligibility rules and configuration, and providing actionable written solutions to ensure continuous platform operations. Resolve inquiries via ticketing systems, partner with Configuration and EDI teams to handle escalations, and translate complex business needs into clear requirements for developers. Analyze operational trends to streamline workflows, create comprehensive documentation to upskill internal teams, and maintain meticulous case records while consistently meeting strict response timelines.
Required Qualifications
- Bachelor's degree in IT, Business, or a related field, OR equivalent practical industry work experience
- Strong written and interpersonal skills to deliver clear, professional, and actionable solutions to client administrators
- Experience or comfort working within B2B SaaS environments, case management systems, or tools like Azure DevOps (ADO)
- Proactive self-starter who leverages available documentation and resources to solve problems before seeking escalation
- Exceptional precision when reviewing data inputs, system business rules, and complex life event validations
- Ability to act as an effective service bridge between non-technical client teams and internal technical specialists (EDI, Configuration)
- Strong organizational skills to manage competing priorities, track multiple issues, and meet service commitments
- Natural curiosity with a strong ability to investigate system data, spot discrepancies, and troubleshoot issues independently
Desired Qualifications
- Experience in Health & Wellness Benefits administration or payroll systems is strongly preferred
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