Sr. IT Production Support Analyst

We’re Sagen

Sagen is Canada’s leading private mortgage insurance company making home ownership more accessible to first time homebuyers. For the past 30 years we have been focused on being the most trusted partner for lenders and brokers.

Our expertise in superior customer service, thought leadership, and industry knowledge has allowed us to be a driving force for our most important stakeholder, our valued customers. Our best-in-class team across the country work tirelessly to make every deal the most important deal. We are 100% Canadian-owned and believe in helping all Canadians achieve their dream of homeownership.

Sagen’s collaborative culture inspires our people to be authentic and curious while pursuing excellence in what they do.

Job Summary

Reporting to the Manager, IT Production Support, the Sr. IT Production Support Analyst plays an important role in ensuring the stability, reliability, and performance of IT systems and applications. This role combines technical expertise with a strong understanding of business processes and customer needs, driving effective resolutions to issues and identifying opportunities for system improvements.

Responsibilities

• Monitor IT systems, applications, and processes to ensure optimal performance and availability, addressing incidents promptly.
• Respond to and resolve incidents, service requests, and technical issues, escalating to appropriate teams as needed.
• Collaborate with business stakeholders to gather requirements and ensure IT solutions align with business goals.
• Perform detailed root cause analysis for recurring technical and business-related issues, driving resolutions that mitigate future risks.
• Analyze and understand business processes, customer workflows, and system usage to identify areas for improvement.
• Maintain detailed documentation of incidents, resolutions, and system changes to support knowledge sharing and compliance requirements.
• Develop and maintain strong customer relationships by providing transparency, addressing pain points, and supporting innovative IT service enhancements.
• Assist in implementation of system upgrades, patches, and new features.
  
  

Skills And Qualifications

• Bachelor’s degree in Computer Science, Engineering, Information Technology, Business Administration, or a related field.
• 3+ years of experience in IT production support, technical support, business systems analysis, or a similar role.
• Bilingual, French & English, is strongly preferred.
• Strong knowledge of SQL, including writing and debugging complex queries.
• Hands-on experience troubleshooting and resolving issues in Java, Angular, React, Node JS, Python or Typescript applications. Cloud experience is an asset.
• Familiarity with IT service management (ITSM) tools and frameworks, such as ITIL.
• Exceptional analytical, communication and interpersonal skills, with the ability to interpret complex business needs and translate them into technical concepts.
• Detail-oriented with strong organizational skills to manage multiple priorities effectively.
• Experience in the insurance industry is an asset.
  
  

At Sagen, we offer:

• Competitive salary
• Annual Performance Bonus Plan
• Medical, Dental, Prescription Drug, and EFAP Benefits
• Company funded Pension Plan
• Company matching RRSP, TFSA and/or Non-registered Savings Plan
• Competitive vacation policy
• Life Insurance and Accidental Death & Dismemberment
• Short Term and Long-Term Disability programs
• Reimbursement programs for special occasions, health and wellness, mortgage insurance and tuition
• Work from Anywhere Days
  
  

Sagen is committed to creating a diverse and inclusive workforce. We welcome, respect and value people from all backgrounds and abilities and create a sense of belonging that inspires our employees to be their authentic self.

We encourage applications from people with disabilities and will provide accommodations upon request throughout the selection and hiring process to meet individual needs.