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					<title>IT jobs, Latest Tech jobs,  ITjobs.city,  Discover high paying IT jobs in your city, IT Job posting, hire tech talents globally</title>
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					<title><![CDATA[Software Development Engineer in Test]]></title>
					<link>https://www.canada.itjoblisting.com/item/software-development-engineer-in-test-300.html</link>
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					<description><![CDATA[As a member of the AOSQE, the Software Development Engineer in Test will provide automated testing services and quality assurance activities throughout the systems development life cycle for agile projects. This role is focused on Mainframe and backend application delivery in an Agile team – specifically backend services and requires an experienced candidate who can design and develop Automated testing for functional, regression and technical tests.

What will you do?

 Contribute to the analysis of complex business requirements and creating automated test scripts to ensure thorough coverage
 Design, develop detailed test cases to thoroughly test complex use cases and scenarios covering functional requirements with an automation first mindset
 Execute manual and/or automated test cases to validate business application logic and identify software defects
 Collaborate within cross-functional agile team on shift-left testing and automation reuse
 Document and track product defects, providing detailed reproduction steps, expected and actual results
 Contribute to the automation and quality engineering best practices within the Agile team
 Provide timely and effective communication to management, relating to quality, resource and project issues &amp; concerns
 Navigate effectively through complex challenges, involving others to solve problems and achieve goals

What will you need to succeed?

 3-5 years of relevant work experience, including development and/or quality automation experience
 Strong experience in execution of both manual and automated test cases, ensuring thorough validation of business application logic against defined requirements
 Demonstrated ability to troubleshoot and work collaboratively with cross functional team members to analyze and resolve issues
 Experience in functional, non-functional, regression, integration and end-to-end testing of Mainframe, backend web services applications
 Hands on automation experience in test automation frameworks and tools like ReadyAPI, Bruno, Postman, Tricentis Tosca, Cucumber, Selenium
 Experience in Agile methodologies, DevOps, shift-left and in-sprint testing, CI/CD pipeline integration and tools such as Jenkins, Jira/Confluence, qTest
 Software engineering expertise combined with testing knowledge
 Experience in Java, Groovy, Python or C#
 Knowledge in MongoDB, SQL, DB2, IMS
 Ability to create testing tools and utilities
 Demonstrated knowledge in test automation frameworks and testing infrastructure, tools and ecosystems
 Experience in prompt engineering in generative AI chatbots and agentic AI for testing
 Excellent communications skills, able to convey complex technical concepts to business partners
 High attention to detail, strong analytical skills, quick learner and autonomous
 As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results. 

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our Clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to thebrightside@sunlife.com.

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you! Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We may use artificial intelligence to support candidate sourcing, screening, interview scheduling. 

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range:
65,000/65 000 - 105,000/105 000

Job Category:
IT - Application Development

https://sunlife.wd3.myworkdayjobs.com <a href="https://www.canada.itjoblisting.com/waterloo/tech-jobs/">Tech Jobs, Waterloo</a>]]></description>		
					<pubDate>Fri, 03 Jul 2026 01:38:14 +0000</pubDate>
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				<item>
					<title><![CDATA[Chief Information Security Officer]]></title>
					<link>https://www.canada.itjoblisting.com/item/chief-information-security-officer-227.html</link>
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					<description><![CDATA[Department:

Information Systems and Technology
Hiring Range:

$157,251.41 - $196,564.26
Posting Information:
This posting is for an existing vacancy.

The internal posting deadline for this position is Thursday, May 7, 2026 at 11:59PM.

Job Description:

Primary Purpose

The Chief Information Security Officer (CISO) is the University’s senior cybersecurity leader, responsible for enterprise-wide cyber strategy, risk management, and incident preparedness. The role oversees core information security services—including monitoring, vulnerability management, log management, and identity and access management—ensuring they evolve with institutional priorities and the threat landscape. The CISO leads incident response, policy alignment, and campus-wide risk governance while advising senior leadership and representing the University provincially and nationally.

Key Accountabilities

Strategic Leadership

Establishes the direction and priorities for the Information Security Services group
Serves as an integral member of both IST’s Senior Leadership and Management Teams
Participates in the development of the long-term vision and planning for IT both in IST and across campus
Develops the Information Security Services group’s annual plans and priorities and is a key contributor to the creation and execution on strategic planning for both IST and IT on campus.
People &amp; Resource Management

Ensures the effective utilization, deployment, and development of human and capital resources
Oversees hiring and overall management of the Information Security Services group.
Deploys staff to meet the goals and objectives of the Information Security Services group most appropriately.
Coaches, trains, and develops employees to enable their professional development.
Reviews and approves ongoing information security expenses.
Approves annual performance plans and conducts regular reviews with direct reports.
IT Leadership Collaboration

Works with the CIO, IST Senior Leaders to intake IT requests, develop strategy, assess emerging technologies, and maintain tactical roadmaps.
Intake requests for new IT initiatives and ongoing support from the campus community.
Lead IT strategy development across the University aligned to the institution’s strategic plan.
Assesses emerging technologies and implement technology solutions to drive innovation.
Conduct yearly reviews and implement tactical roadmaps to sustain the IT annual and strategic plans.
Support a collaborative and coordinated model of IT governance, including with IT representatives in the faculties, the VP Administration and Finance and the Provost’s office, senior management, and Associate Deans of Computing or equivalent, where applicable.
Work with peer institutions and both participate in, and identify new opportunities for IT alliances, in conjunction with Canadian and international groups and alliances.
Cybersecurity Monitoring and Incident Response (Cyber Operations)

Accountable for the development and maintenance of the University’s cybersecurity incident response procedure.
Leads the response to cybersecurity incidents, coordinating relevant stakeholders in an emergency situation to protect the university’s network and digital assets, and escalating to senior management as appropriate.
Maintains enterprise central log management systems and implements techniques for the detection and response to malicious activity and unauthorized access.
Administers the University’s cyber vulnerability management program.
Shares and receives threat intelligence with/from other institutions, government agencies, and law enforcement to strengthen cybersecurity posture of higher education in Canada.
Further participates as the university’s key representative in various Ontario and Canada-wide committees related to cybersecurity in both higher education and in the broader public sector.
Identity and Access Management (IAM)

Establishes institutional identity and access management principles and standards
Responsible for the development, maintenance, and operation of the University’s identity management system (WatIAM) and designated access management systems (Grouper, 2FA, Shibboleth).
Ensures integration with systems of record and target information systems and technology infrastructure.
Ensures appropriate delegation of administration of campus identities.
Oversees and manages processes and tracking of access requests to university user accounts in exceptional circumstances (involuntary terminations, next-of-kin)
Legal, Privacy, and Records Management

Oversees Information Risk Assessments in collaboration with IST Senior Leaders.
Assists LIS with Privacy Impact Assessments and related procedures.
Assists IST Senior Leaders, the CIO, and other stakeholders with developing and interpreting University Records Management procedures.
Cybersecurity Risk Management (GRC, Governance Risk Compliance)

Leads the University’s cybersecurity awareness program.
Assists the University’s Office of Risk and Compliance to ensure congruence of policies and procedures related to Cyber and Information Security.
Supports Finance to ensure the University complies to PCI DSS standards.
Conducts cybersecurity and privacy risk assessments of information technology initiatives to ensure appropriate management of risks.
Assists the Office of Research with ensuring research activities are compliant with contractual obligations, as well as supporting the Office of Research Ethics with cybersecurity risk assessments of research activities, as appropriate.
Oversees the cybersecurity management of Advanced Research Computing facilities hosted by the University, as part of national digital research infrastructure services.
Assists Secretariat and the CIO in developing University-level Policy regarding IT and IT security.
Accountable to the CIO, the Vice Presidents and President, and the Board of Governors for information security audits and related risk management.
Act as an approachable resource and trusted advisor for IT leadership and researchers in securing research information while preserving academic openness.
Investigative Support

Supports Associate Deans with Policy 71 investigations relating to computing infrastructure.
Assists the University of Waterloo Special Constable Services with investigations as appropriate.
Assists with workplace investigations led by Human Resources or Conflict Management &amp; Human Rights involving a cyber component.
Responds to court orders for monitoring and identity information collected by services managed by Information Security Services, in consultation with Legal and Immigration Services.

Required Qualifications

Education

University degree or equivalent post-secondary education and/or experience required.
Experience

10+ years of progressive cybersecurity experience including significant leadership experience and a proven track record of achievement and success in a complex higher education environment.
Knowledge/Skills/Abilities

Knowledge of common information security management frameworks (NIST CSF).
Knowledge of common information security standards (PCI DSS, NIST SP 800-53, CIS, OWASP).
High level of personal integrity.
Ability to effectively present risks, strategies and plans in an objective manner to senior administration of the University.
Excellent verbal and written communication skills.
Ability to communicate technical concepts to both technical and non-technical audiences.
Stays calm in a crisis.
Strong leadership skills are essential, with a demonstrated positive track record of leading a cohesive team with common goals and measurable outcomes in a complex IT environment.
Demonstrated ability to influence, negotiate, and develop relationships at senior levels and across a wide range of personalities and functions
Strong organizational and problem-solving skills combined with excellent analytical and planning abilities.
Experience with identification and cost-effective treatment of cybersecurity risks in an open, collaborative academic environment is strongly preferred.
Professional information security management certification (e.g., CISSP/CISA) is preferred.
Equity Statement

The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg, and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is coordinated within the Office of Indigenous Relations.

The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.

Positions are open to qualified candidates who are legally entitled to work in Canada.

The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at hrhelp@uwaterloo.ca <a href="https://www.canada.itjoblisting.com/waterloo/it-jobs-c65/">IT Jobs, Waterloo</a>]]></description>		
					<pubDate>Sun, 07 Jun 2026 04:09:37 +0000</pubDate>
				</item>
				<item>
					<title><![CDATA[Business Intelligence Architect and Developer]]></title>
					<link>https://www.canada.itjoblisting.com/item/business-intelligence-architect-and-developer-226.html</link>
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					<description><![CDATA[Hiring Range:

$93,117.25 - $116,396.56
Posting Information:
This posting is for an existing vacancy.

The internal posting deadline for this position is Thursday, March 19, 2026, at 11:59PM.

Job Description:

Primary Purpose

Under the direction and guidance of IAP leadership and in alignment with standards and best practices the Business Intelligence Architect and Developer is responsible for the design, development and maintenance of data warehouses, data marts, databases, data dictionaries, data transformations, user interfaces, systems interfaces, analytical models, and related processes used for data-driven decision-making by IAP, its partners and clients. The Business Intelligence Architect and Developer will proactively contribute to IAP’s mandate of providing data, advice, analytical and planning support to the Senior Leadership of the university to inform policy development, strategic planning, decision-making and priority-setting.

Key Accountabilities

Institutional data

· Abstracts and organizes institutional data from Waterloo’s enterprise resource planning (ERP) and departmental systems to create and maintain business objects for institutional reporting and analysis.

· Abstracts and organizes semi-structured institutional data from employee and student surveys to create and maintain business objects for institutional reporting and analysis. 

· Leads the creation and maintenance of institutional data stores as “single sources of truth” for varied reporting and analytics functions, including government reporting, Key Performance Indicators (KPIs), research projects, forecasting, scenario modelling, statistical analyses, machine learning and AI projects. 

· Synthesizes data from multiple sources for reporting and analysis. Supports the Data as a Strategic Resource (DSR) program by technology adoption, business process reengineering, and personnel development.

· Collaborates with Information Systems and Technology to inform technology choices and best practices for data architecture, including software procurement, information management, risk management, retention schedules, cloud and on-premises infrastructure.

· Consults with Legal and Immigration Services to inform best practices for data handling, information management, and information risk and privacy.

· Engages with departmental subject matter experts to build knowledge of the core data elements in those systems and the business processes that generated those data elements. 

Information Technology Architecture

· Designs, implements and maintains data warehouses for storage of “snapshot” data from ERPs, IST Data Lake and other data sources, internal and external to the institution.

· Designs and implements dimensional models including star schemas, snowflake schemas, and conformed dimensions across multiple subject areas, for analytics solutioning.

· Defines appropriate grain for fact tables and designs multi-fact schema architectures.

· Creates and maintains logical and physical data models that balance query performance with storage efficiency.

· Designs, develops, and implements data systems/solutions that meet defined business requirements for data pipelines (e.g., Electronic File Transfers, APIs, data flows, datasets, xml, text files).

· Makes use of multiple operating systems (e.g., Linux, Unix, Windows), cloud and on-premises infrastructure and services (e.g., SaaS, IaaS, PaaS) and scripting/coding languages managed by IST to deliver data systems/solutions.

· Designs, develops, and implements data systems/solutions that improve user interfaces, usability and enable user adoption.

· Ensures data and information is placed into the proper context by combining university data with both qualitative and quantitative environmental/external data and appropriate narrative.

· Serves on University, and as appropriate, non-University committees and groups, offering data and analytical expertise and fostering data information sharing and collaborative approaches on a variety of projects.

· Collaborates with data analysts across campus to help create a data culture in support of institutional goals.

· Liaises with other departments campus-wide in providing technical support and guidance (e.g., IST). Facilitates training/education where required.

Data Processing and Engineering

· Designs, develops, and implements data systems/solutions to reduce data redundancy and improve data integrity, for ETL-R/ELT-R purposes. (e.g., data warehouses, data marts, and databases).

· Applies Extract-Transform-Load steps consistently, using approved tools and best practices, to minimize data errors and omissions, maximize maintainability and performance.

· Makes use of validated and verified data sources, and accompanying data catalogs, to meet stated business requirements.

· Incorporates SOPs, logging, error-trapping and audit steps to improve maintenance and support.

· Maintains Dev-Prod environments, code libraries and version control, in support of data quality.

· Incorporates external data from a variety of sources including Statistics Canada, surveys and data sharing consortiums in combination with institutional data to prepare analysis and reports that address research questions.

· Supports indicator development and ongoing reporting for Waterloo operational and strategic measures.

· Works with large data sets to support data mining and statistical analyses.

· Leverages machine learning, artificial intelligence, and other productivity tools.

Data Analytics and Reporting

· Designs, develops, and implements data systems/solutions that support defined business requirements for descriptive, diagnostic, predictive, and prescriptive analytics.

· Designs, develops, and implements data systems/solutions that support user interfaces that allow stakeholders to self-serve and explore planning parameters.

· Supports indicator development and ongoing reporting for Waterloo operational and strategic measures.

· Helps lead the adoption and standardization of new data analysis tools and techniques, in partnership with stakeholders across campus.

Data Governance and Management

· Designs, develops, and implements data systems/solutions that meet non-functional requirements related to security, privacy, anonymity, performance, disaster recovery, accessibility, business continuity, archival, and storage.

· Identifies and addresses security &amp; privacy risks to data processing, including the potential for unauthorized access and data breaches.

· Works with other Information Stewards and Information Custodians to ensure that institutional data is accurate, consistent, properly maintained and shared in compliance with relevant privacy protection, confidentiality and other ethical principles.

· Identifies and addresses data integrity/reliability issues and uses data cleaning processes to reduce duplication and errors and to ensure consistency in data and proposes data cleansing processes to achieve required data quality standards.

· Develops data catalogs to improve understanding of institutional data (e.g., data definitions, data dictionaries, and business glossaries). 

· Designs, develops and implements standard operating procedures (SOPs), process controls, audit reports, and error-checking procedures to maximize data quality, consistency, and availability.

· Manages equity data in accordance with the Notices of Collection and Indigenous data sovereignty principles.

Communication

· Ensures timely communication to University leadership, managers, campus support units, faculties, departments, research groups, appropriate staff through appropriate media, of developments and projects; also communicates on any related events that have the potential to directly or indirectly impact normal services.

· Communicates with technical and non-technical users to gather data and technical requirements and assists with project planning.

Supervision

· Assists with coaching, training of other data professionals and co-op students to contribute to their growth and development

· Provides input into regular performance reviews, and supports achievement of performance goals

· Assists with making decisions on the hiring of data professionals within the unit, in consultation with the Management team within Institutional Analysis and Planning.

Required Qualifications

Education

· Bachelor’s degree in Software Engineering, Data Science, Computer Science, Management Sciences, or a combination of equivalent experience and education.

Experience

· 5+ years of experience in analysing and configuring complex enterprise applications and services.

· 4+ years of project management experience.

Knowledge/Skills/Abilities

· Superior data management, manipulation, interpretation and analysis skills.

· Excellent written and verbal skills for procedural documentation and demonstrated experience with report writing.

· Ability to work independently and as part of a team.

· Ability to manage large workloads and prioritize competing deadlines.

· Taking initiative and being proactive.

· Working knowledge of a variety of reporting and data visualization tools, such as SSRS, Power BI, or Tableau.

· Working knowledge of a variety of ETL tools, such as SSIS, Python, R, Tableau Prep, or SAS.

· Knowledge of Sharepoint, Drupal and other web development and web content applications.

· Demonstrated ability to use MS Visual studio tools (SQL Server, SSIS, SSRS and SSAS)

· Knowledge of SPSS, SAS, Python, R or other statistical analysis or data transformation tools

· Aptitude for applying and incorporating AI into data processes and solutions.

· Ability to apply, identify and use a combination of quantitative and qualitative research methods.

· Develops complex T-SQL using window functions and recursive queries for data transformations.

· Implements dynamic SQL for metadata-driven ETL frameworks.

· Creates stored procedures, table-valued functions, and uses MERGE statements for efficient “upsert” operations.

· Designs and creates stores of Institutional Data to answer research, administrative and teaching questions.

· Designs and creates data warehouses, data marts and databases for descriptive, diagnostic, predictive and prescriptive Data Analytics questions.

· Designs and creates user interfaces that enable users to self-serve their data needs.

· Designs and creates data pipelines from ERP and other administrative systems.

· Elicits business requirements from clients and develops process models using appropriate notation. 

· Creates technical diagrams in support of business requirements and non-functional requirements, including Context, Data Flow, Flowcharts, and Entity Relationship Diagrams.

· Creates and executes Test Plans to validate outputs. Produces Test Reports.

· Creates metadata to help users make correct and efficient use of data.

· Creates and maintains separate Dev and Prod environments to manage risk and improve quality.

· Manages system configurations and code versions/packages to manage risk and improve quality.

Equity Statement

The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg, and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is coordinated within the Office of Indigenous Relations.

The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.

Positions are open to qualified candidates who are legally entitled to work in Canada.

The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at hrhelp@uwaterloo.ca <a href="https://www.canada.itjoblisting.com/waterloo/it-jobs-c65/">IT Jobs, Waterloo</a>]]></description>		
					<pubDate>Sun, 07 Jun 2026 00:22:22 +0000</pubDate>
				</item>
				<item>
					<title><![CDATA[Business Systems Analyst]]></title>
					<link>https://www.canada.itjoblisting.com/item/business-systems-analyst-225.html</link>
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					<description><![CDATA[Hiring Range:

$87,620.25 - $109,525.32
Posting Information:
This posting is for an existing vacancy.

Internal posting expires Thursday May14th at 11:59 PM

The Business Systems Analyst (“BSA”) works within the Financial Systems team, each member of whom has primary responsibility for a key financial system, with secondary/backup responsibility for one or more other financial systems. 

This position will have primary responsibility for PeopleSoft Campus Solutions (“Quest”), in particular the Student Financials module of the system. The Student Financials module is a mission‑critical system that directly affects tuition assessment, student accounts, billing, collections, financial reporting, and downstream integrations with external partners and internal finance systems. Errors or delays in configuration or processing may have significant financial, regulatory, and reputational impacts for the University.

While this is a career path role, the incumbent will be expected to operate at a USG 11 level, with responsibilities commensurate with the level.

Job Description:

Primary Purpose

The Business Systems Analyst is a position within Finance reporting to the Director, Financial Systems and Controls. The incumbent maintains and enhances financial systems by analyzing business requirements, collaborating on design, testing, and implementing solutions to align the best use of technology to support financial accounting and business processes. This role also supports planned maintenance, updates and configuration required to ensure regulatory, compliance and client needs are met. The incumbent is forward looking and regularly assesses current and future technology needs of Finance relative to transformational efforts.

Key Accountabilities

Support and maintain the University’s financial and finance-related systems

· Maintain system configuration (e.g. system attributes, relations, and values thereof) in accordance with established practices to support the overall operations of the University.

· Maintain operational system processes to support University business and to provide timely financial information (e.g. import transactions, update financial accounts, post transactions, month end activities, etc.).

· Maintain and monitor workflows so that the appropriate users approve transactions and that processes are completed in a timely manner.

· Support testing and implementation of system-based business processes and software maintenance packages (e.g. upgrades, critical security patches, etc.).

· Participate in cross-functional troubleshooting, analysis and testing with project teams. Participants may comprise of external business partners (e.g. software providers, banking partners, etc.) or University departments (e.g. Information Systems and Technology [IST], Registrar’s Office, Graduate Studies and Postdoctoral Affairs, Food Services, Print + Retail Solutions, etc.).

· Execute complex analysis, identify root cause of problems, contribute to development of solutions and recommend improvements to maximize system potential.

· Review and analyze release notes from software providers to keep informed about enhancements and recommend opportunities for improvement to the University’s financial systems.

Support system access security and controls

· Provide appropriate and secure access to authorized users, including commissioning, de-commissioning and regular reviews in a timely way, ensuring a positive client experience and exceeding client expectations.

· Recommend access security and controls that promote strong internal controls, such as separation of duties, appropriate authorization, and audit trails.

· Provide ongoing support to financial systems by managing notifications, resolving issues, and addressing more complex, system-related issues.

· Assist with system access issues such as logging on, password and browser issues.

Support functional system testing processes

· Identify test scenarios, develop and continually improve test scripts, and execute testing to validate the development and configuration of financial systems relative to design specifications and business requirements to ensure that system projects/initiatives meet the needs of all stakeholders, including recommending best business practices and adopting strong internal controls.

· Support the testing of new/modified applications to ensure applications and results meet the University’s needs.

· Support stakeholders in user acceptance testing and the development of test scripts, including unit and integration testing.

· Document and maintain system procedures.

· Research, evaluate, document and recommend system and business practice improvements.

· Participate in the assessment of upgrades, updates, and impact of new modules to current integrations and interfaces, including gap and best-fit analysis.

Support financial and management reporting processes of the University

· Analyze reporting requirements and document report specifications with stakeholders.

· Develop, test, and implement reports to support operational processes, including trend analysis and analysis of data that advances business process improvements.

· Build an understanding of system functionality and capabilities to proactively identify opportunities to improve reporting.

· Participate in other department projects/assignments as required.

Required Qualifications

Education

· Undergraduate degree in one or more of the following disciplines: Information Systems &amp; Technology, Accounting, or Mathematics

· A recognized Canadian professional accounting designation (CPA (CA, CMA, or CGA)) is a definite asset

· Accreditation as a Business Analyst at Level 2 CCBA (Certification of Capability in Business Analysis) or higher is preferred

Experience

· Minimum 2 years’ progressive experience with financial system applications and functional technology projects

· Proven knowledge of business analysis and an understanding of project management methodologies

· Experience in interpreting requirements, performing fit/gap analysis and preparation of system-related process documents

Knowledge/Skills/Abilities

· Strong analytical and problem-solving skills that rely on a structured approach with the ability to learn new concepts/processes

· Exceptional attention to detail

· Effective planning and organizational skills with the ability to adapt to change and perform effectively under pressure

· A continuous improvement mindset and an exceptional customer service focus

· Ability to elicit requirements from stakeholders

· Excellent interpersonal and written/oral communication skills

· Works independently with a strong work ethic and demonstrated ability to work in cross-functional teams

· Exceptional computer skills including advanced MS Excel (i.e. functions and formulas such as macros, pivot tables, etc.) and proficiency with MS Word and MS PowerPoint

Equity Statement

The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg, and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is coordinated within the Office of Indigenous Relations.

The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.

Positions are open to qualified candidates who are legally entitled to work in Canada.

The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at hrhelp@uwaterloo.ca <a href="https://www.canada.itjoblisting.com/waterloo/it-jobs-c65/">IT Jobs, Waterloo</a>]]></description>		
					<pubDate>Sun, 07 Jun 2026 00:17:29 +0000</pubDate>
				</item>
				<item>
					<title><![CDATA[Director, Information Technology Service Experience and Support]]></title>
					<link>https://www.canada.itjoblisting.com/item/director-information-technology-service-experience-and-support-224.html</link>
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					<description><![CDATA[Hiring Range:

$131,704.19 - $164,630.24
Posting Information:
This posting is for an existing vacancy.

The internal posting deadline for this position is Friday, April 10, 2026 at 11:59PM.

Job Description:

Primary Purpose

The Director, IT Service Experience &amp; Support is a member of the IST executive leadership team accountable to the Chief Information Officer for the strategy, governance, and operational performance of the University’s frontline IT support services.

The Director provides institutional leadership for the design, delivery, and continuous improvement of a unified, user-centred support model, ensuring consistent service standards, effective IT service management practices, and seamless end-to-end support experiences across central and distributed IT teams. The role establishes performance expectations, service governance mechanisms, and accountability frameworks that promote transparency, operational excellence, and a cohesive support experience for the campus community.

The role ensures transparent visibility into service quality through comprehensive dashboards that make it easy to assess service health and effectiveness, and promotes a culture of accountability, collaboration, and service excellence across a diverse, multi-level team of IT professionals.

Key Accountabilities

User experience leadership for IT support

Define, implement, and continuously improve the support experience across all user touchpoints (ticket, chat, phone, email, walk-up, on-site).
Establish a “one front door” service approach that is easy to navigate, consistently executed, and measurably improved through user feedback and service performance data.
Drive service innovation that improves accessibility, reduces effort for users, and modernizes how the community engages with IT.
Monitor end-to-end support journeys to identify gaps, handoff failures, or unresolved ownership across teams, and work with delivery leaders to address systemic issues impacting user experience.

IT Service Management (ITSM) vision, governance, and institutional standard-setting

Drive operational service governance and coordination forums (e.g. service review cadences, cross-domain coordination mechanisms), ensuring issues are surfaced, decisions are documented, and agreed actions are followed through, in alignment with the institutional accountabilities of the CIO.
Ensure the operational stewardship, accuracy, and effective use of the institutional service catalogue for the Service Experience &amp; Support group, including service attributes, request pathways, and user-facing information, aligned with institutionally defined service structures.
Create a common training pathway for all IT staff, ensuring up-to-date knowledge and evolving operational guidance are aligned to best practice service practices, supporting a common baseline of capability and service quality across delivery teams that meet the needs of the university community.
Knowledge management

Implement and operationalize common support practices to reduce rework, improve first-contact resolution, and increase the ability to securely complete self-service tasks.
Establish knowledge quality controls, coaching expectations, and measurement practices (e.g., knowledge reuse, ticket-to-knowledge linkage).
Ensure knowledge and service catalogue content stays current, consistent, and aligned to institutional service definitions and overall technology best practices.
Performance accountability, benchmarking and executive reporting

Define and manage KPIs within the institutional mandate of the CIO, setting approved KPI frameworks, performance standards, and service benchmarks for client-facing services, and ensure they drive operational decision-making and institutional performance transparency.
Build and sustain executive dashboards and review cadences that provide consistent visibility into service performance, user satisfaction, and improvement progress.
Support managers within the Service Experience &amp; Support group to be accountable for service outcomes through structured performance reviews, capacity planning, and continuous improvement cycles.
Cross-campus partnership, federation alignment, and service integration

Build strong working relationships throughout all campus units, in order to best meet the endpoint technology needs of the campus community. The Director acts as the institutional integrator of frontline IT services, ensuring that operational service strategy, governance, and operational delivery align across IT functions to produce consistent user outcomes.
Establish practical mechanisms to ensure consistent IT support experiences across central and distributed teams (e.g., shared routing patterns, clear escalation paths, alignment to institutionally defined service information, and shared visibility into service performance)
Ensure Service Experience &amp; Support operations are planned and coordinated with termly peaks in academic and research activity to support time-sensitive teaching, learning, and research needs.
Monitor trends in service demand, user feedback, and support performance to identify emerging needs, service gaps, or changing expectations, and present insights to the governance processes for consideration.
Financial and people leadership

Provide leadership for operational planning, budget management, workforce capacity planning, and service investment prioritization across the Service Experience &amp; Support portfolio.
Build a culture of service excellence and accountability, including clear performance expectations, coaching, role clarity, and professional development pathways.
Lead organizational change initiatives required to modernize frontline service delivery in a complex, multi-stakeholder environment.

Required Qualifications

Education

University degree (or equivalent experience) in Information Technology, Business Administration, or a related field.
Graduate degree is an asset.
Formal training or demonstrated IT service management and continuous improvement practices is preferred.
Experience

10+ years of progressive leadership experience in Information Technology, including responsibility for user-facing support and service delivery functions in complex environments.
Experience leading service modernization initiatives, such as operating model redesign, ITSM implementation, tool or process consolidation, or governance standardization.
Experience overseeing institutional IT support operations, including multi-channel intake, escalation, and resolution models.
Experience implementing and governing IT service management practices at an organizational level (e.g., service catalogue, incident/request management, knowledge management, service performance reviews).
Experience managing operational budgets, workforce capacity, and performance outcomes within a service delivery environment.
Knowledge/Skills/Abilities

Strong knowledge of enterprise IT service delivery models and applied IT service management frameworks.
Ability to design and implement a unified, multi-channel support experience that is user-centred, measurable, and continuously improved.
Understanding of service governance, performance management, and institutional accountability structures within a complex academic environment.
Strong capability in defining and monitoring service performance metrics, dashboards, and continuous improvement cycles.
Applied knowledge of knowledge management practices and service catalogue discipline to improve resolution rates and reduce service fragmentation.
Excellent communication and stakeholder engagement skills, with the ability to align distributed teams to shared service standards.
Demonstrated change leadership capability in environments with distributed authority and varied local practices.
Sound financial and operational judgment related to service capacity planning and resource stewardship.
Ability to lead managers and frontline service teams, fostering accountability, collaboration, and service excellence.
Equity Statement

The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg, and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is coordinated within the Office of Indigenous Relations.

The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.

Positions are open to qualified candidates who are legally entitled to work in Canada.

The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at hrhelp@uwaterloo.ca <a href="https://www.canada.itjoblisting.com/waterloo/tech-jobs/">Tech Jobs, Waterloo</a>]]></description>		
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