Senior Systems Analyst

WHO WE ARE?

Air Canada Vacations mission is to make dreams travel. That’s why we offer vacation packages, tours, cruises and more, tailored to the individual needs of each person. We like to say that we have vacations for every traveler, because that’s the case!

If you are a person passionate about exploring the world and would like to share this enthusiasm with our customers, we would be delighted to welcome you to our team.

For over 50 years, Air Canada Vacations has facilitated travel, so join us to help Canadians create unforgettable memories, no matter their destination.

Don’t miss this great opportunity! Submit your application by August 17, 2026 to be considered for this exciting opportunity.

JOB TITLE: Senior Systems Analyst EMPLOYMENT STATUS: Permanent – Full-time DEPARTMENT: Operations – IT LOCATION: Montreal

WHAT YOU WILL DO

The Senior Systems Analyst plays a crucial role in supporting the key business systems of Air Canada Vacations (ACV), with a particular focus on travel booking platforms and the main enterprise applications supporting the finance, customer relations, operations, e-commerce and web channels sectors.

Air Canada Vacations is a leading Canadian travel agency offering travel packages including air travel, accommodation, cruises and complementary services. The Senior Systems Analyst acts as a functional and technical intermediary between business users, internal IT delivery teams and third-party strategic technology partners. This position ensures the stability of systems, business continuity and the delivery of high-quality projects.

The Senior Systems Analyst provides advanced level 2 support for applications. The person leads complex analysis and incident resolution, and acts as the main resource within the team for project delivery, test strategy development, quality assurance (QA) and user acceptance testing (UAT) across multiple platforms. This position provides technical advice, promotes knowledge sharing and exercises daily leadership within the team. However, it does not include formal personnel management responsibilities, such as performance management, vacation approval or direct supervision of staff.

Main Responsibilities

Production and Operations Support

• Provide level 2 functional and application support for Air Canada Vacations’ main travel booking systems and its enterprise applications.
• Analyze, triage and resolve incidents, anomalies and service requests, ensuring compliance with service level agreements (SLAs).
• Act as an escalation point for complex system incidents affecting business operations, and support less experienced analysts in diagnosis and problem resolution.
• Maintain operational checklists, monitoring activities and system status validations.
• Create, maintain and analyze incident reports, defect logs and error tracking systems to identify recurring issues and improvement opportunities.
• Provide daily technical advice and ensure data transfer within the team to improve support uniformity, incident resolution and operational preparedness.
• Business and Systems Analysis
• Collaborate closely with Air Canada Vacations’ business users within the booking, operations, finance, customer relations, e-commerce and web teams to understand business needs and system behavior.
• Perform in-depth analysis of system anomalies and functional issues, in collaboration with internal development teams and external suppliers.
• Document functional requirements, system behavior, workflows and interfaces.
• Evaluate solution options by clearly presenting advantages, disadvantages, risks and impacts before recommending the preferred approach. Provide superior analytical expertise to support cross-functional initiatives and production priorities.
• Facilitate analysis discussions, align stakeholders on requirements and approach, and promote best practices in documentation, support processes and solution design.
• Collaboration with Suppliers and Third-Party Partners
• Act as the main IT liaison with external technology partners, including but not limited to: Softvoyage (flight and hotel packages); Revelex (cruise bookings); Air Canada (air inventory, ticketing and related integrations).
• Coordinate complex anomaly analysis, enhancements, production rollouts and incident resolution with suppliers. Provide superior expertise on risk prioritization and mitigation.
• Validate supplier fixes and enhancements based on structured test cycles.
• Ensure alignment of partner solutions with Air Canada Vacations’ business processes and operational needs.
• Testing, Quality Assurance and Project Delivery
• Lead and perform functional, integration, regression and user acceptance testing (UAT) for enhancements, production rollouts and fixes.
• Coordinate the testing approach for major or more complex changes.
• Develop and maintain test plans, test cases, scripts and test data.
• Coordinate test cycles with business stakeholders and IT teams responsible for delivery.
• Document and clearly communicate test results, risks and production recommendations (Proceed/Do Not Proceed).
• Support project teams to ensure solutions meet business requirements and quality standards before production rollout.
• Documentation, Training and Knowledge Sharing
• Develop and maintain up-to-date system documentation, procedures and user guides.
• Maintain help documentation as well as error and message catalogs for supported systems.
• Support training activities by providing documentation and demonstrations of new or enhanced features to the training team and business users.
• Contribute to the continuous improvement of support processes and system knowledge bases.
• Advise and mentor team members through knowledge sharing, demonstrations and promotion of best practices, acting as a resource rather than a personnel manager.
• General Responsibilities
• Use enterprise tools (e.g., JIRA, Confluence) to manage incidents, anomalies, documentation and testing activities.
• Collaborate closely with IT teams in web development, e-commerce, infrastructure and architecture.
• Participate in projects and special initiatives, as assigned.
• Perform any other related tasks, as needed by management.

WHAT YOU BRING TO THE TEAM

• College diploma (DEC) or university degree in computer science, information systems or a related field;
• Minimum of 5 years of experience as a systems analyst, application support analyst or similar role supporting critical business systems;
• Experience in supporting enterprise applications or critical business systems;
• Excellent understanding of system support, incident management and test and quality assurance (QA) processes;
• Demonstrated ability to collaborate directly with business users and technical teams;
• Experience using JIRA and Confluence (or similar tools) for tracking, documentation and collaboration;
• Strong analytical, problem-solving and communication skills.