About the role

Support Analyst responsible for ERP platform stability and technical support for Innovation Federal Credit Union. Collaborating with users and vendors to ensure effective operational continuity.

Responsibilities

Provide Level 2 functional and technical support for ERP platforms and related integrations, following established support and governance processes.
Investigate, triage, and resolve incidents and service requests, escalating issues to senior team members or vendors as required.
Perform routine monitoring of system jobs, integrations, and overall platform health to proactively identify and address issues.
Respond to user questions and troubleshoot operational issues related to ERP platforms in a timely and professional manner.
Execute user access provisioning, role changes, and access reviews in accordance with documented security and approval procedures.
Support testing activities including user acceptance testing (UAT), regression testing, and post‑deployment validation.
Assist with change and release activities by supporting deployments, conducting post‑release checks, and escalating identified risks or issues.
Maintain and update system documentation, support procedures, and knowledge base materials to support consistent service delivery.
Support audit, risk, and compliance activities by gathering evidence, executing assigned controls, and adhering to security, privacy, and regulatory requirements.
Identify recurring issues and improvement opportunities, contributing to process enhancements, documentation updates, and knowledge sharing across the team.

Post-secondary education in Information Systems, Business, Computer Science, or related field; an equivalent combination of education and experience will be considered.
1–3 years of experience supporting enterprise or business‑critical applications.
Exposure to ERP platforms such as Microsoft Dynamics 365 or similar systems is an asset but not required.
Basic understanding of business processes such as finance, procurement, or operations.
Familiarity with IT service management practices including incident, problem, and change management.
Experience working in a regulated or risk‑aware environment is an asset.
Strong analytical, problem‑solving, and troubleshooting skills with a high attention to detail.
Ability to communicate clearly and collaborate effectively with business users, technical teams, and vendors.