Production Support Analyst

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Join a dynamic team responsible for keeping our critical systems running smoothly - while also helping to reimagine how production support works in the future.

Our Production Support Team plays a vital role in ensuring the stability of our systems and delivering responsive support to our business partners. In addition to resolving day-to-day issues, this team is evolving - with a new focus on optimized production support, process innovation, and leveraging AI-driven improvements.

We’re looking for individuals who love solving complex puzzles, are passionate about continuous improvement, and are excited about working with new emerging technologies. The role requires creativity, innovation, and the ability to work independently to learn and adapt to new tools and approaches, even when they are vague or not yet fully defined.

What will you do?

Core Production Support Duties

• Triage and troubleshoot system issues across production environments

• Dispatch issues to the appropriate IT teams or resolve them directly

• Provide support to business partners on system behaviors, usage questions, and technical dependencies

• Solve for human errors that require corrective solutions for unique situations

• Partner with developers, testers, and infrastructure teams to ensure timely resolution of issues

• Document trends and ongoing concerns to support continuous improvement

Production Support Optimization

• Participate in continuous improvement initiatives

• Help reimagine support workflows using AI and automation

• Contribute to documentation, process mapping, and rollout planning with clarity and structure

• Assist in designing visual assets (storyboards, infographics, comic strips) to replace traditional methods

• Identify patterns in recurring issues and help define opportunities for smarter, proactive support models

What do you need to succeed?

• 3+ years of experience in technical support, production support, or systems troubleshooting roles

• Strong analytical and problem-solving skills; ability to trace through complex system issues

• Passion for process improvement, documentation, and knowledge-sharing

• Highly organized, able to bring structure to new or ambiguous initiatives

• Experience working with AI tools or automation in a support context

• Background in process improvement, Lean, or ITIL practices

• Visual communication skills (e.g., storyboards, infographics)

• Change management or rollout planning experience

What's in it for you?

• The opportunity to move along a variety of career paths with amazing networking potential

• Flexible Benefits from the day you join to meet the needs of you and your family

• We’re committed to creating an inclusive and respectful environment. Our goal is to make sure all our employees have the chance to live up to their full potential

• We’re honoured to be recognized as a 2024 Best Workplaces in Canada by Great Place to Work® Canada

• We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health

*LI-MS

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

Salary Range:

Job Category:

Posting End Date: