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Senior Support Analyst Jobs in Alberta (NOW HIRING)

Cenovus

Senior Budgets & Forecast Analyst

Calgary, AB · On-site +1

Reporting to the Senior Manager, Budgets & Forecast, the Senior Analyst, Budgets & Forecast ... Support acquisitions, divestitures, and other corporate initiatives by assessing budget and ...

Canadian Blood Services

Senior Financial Analyst

Calgary, AB · On-site

CA$99K - CA$117K/yr

As a Senior Financial Analyst , you will play a key role in helping leaders make informed business ... Experience supporting budgeting, forecasting, management reporting, and performance analysis within ...

EPCOR

Senior Analyst, Capital Assets

Edmonton, AB

The Senior Analyst, Capital Assets is accountable for providing assistance with all aspects of ... Providing capital asset information to support annual budgets, forecasts, long-term plans, and ...

EPCOR

Senior Analyst, Capital Assets

Edmonton, AB

The Senior Analyst, Capital Assets is accountable for providing assistance with all aspects of ... Providing capital asset information to support annual budgets, forecasts, long-term plans, and ...

EPCOR

Senior Analyst, Capital Assets

Edmonton, AB · On-site

The Senior Analyst, Capital Assets is accountable for providing assistance with all aspects of ... Providing capital asset information to support annual budgets, forecasts, long-term plans, and ...

Gibson Energy

Senior Tax Analyst

Calgary, AB · On-site

Senior Tax Analyst Location: Calgary Head Office Job status: Full Time Permanent Department: Tax Is ... Generous vacation and flex time that support work-life balance and gives you time to recharge

Cenovus

Senior Market Risk Analyst

Calgary, AB · On-site

Cenovus' Treasury & Risk Department is seeking a Senior Market Risk Analyst to join its team ... Support ETRM system enhancements, integrations, and new business initiatives by defining ...

7-ELEVEN

Sr Technical Analyst

Calgary, AB · On-site

Senior Technical Analyst Location: Calgary, AB (Hybrid) Employment Type: Full-Time Reports To ... Maintain and support SAN and NAS storage systems. * Oversee web content and email filtering ...

National Bank

Senior Credit Analyst

Edmonton, AB · Hybrid

A career as a Senior Credit Analyst in the Equipment Financing team at National Bank means acting as a credit specialist who supports informed decisions for complex financing needs. This job allows ...

New

National Bank

Senior Credit Analyst

Edmonton, AB · On-site

A career as a Senior Credit Analyst in the Equipment Financing team at National Bank means acting as a credit specialist who supports informed decisions for complex financing needs. This job allows ...

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Showing results 21-40

All JobsSupport Analyst JobsSenior Support Analyst JobsSenior Support Analyst Jobs in Alberta

Senior Support Analyst information

What is a senior support analyst?

Senior Support Analysts are experienced professionals who provide advanced technical assistance and troubleshooting for software, hardware, or network issues within an organization. They often handle escalated support cases, mentor junior analysts, and work closely with other IT teams to resolve complex problems. Additionally, Senior Support Analysts may contribute to process improvements, documentation, and training to enhance overall support operations.

How does a senior support analyst typically collaborate with other teams to resolve complex technical issues?

A Senior Support Analyst often works closely with cross-functional teams such as engineering, product management, and quality assurance to address and resolve complex technical issues reported by clients. This collaboration may involve escalating unresolved problems, participating in root cause analysis sessions, and sharing insights from customer interactions to improve product functionality. Regular meetings, ticketing systems, and documentation tools are commonly used to streamline communication and ensure issues are tracked and resolved efficiently. By acting as a bridge between support and other departments, Senior Support Analysts help ensure customer satisfaction and continuous product improvement.

What are the key skills and qualifications needed to thrive as a senior support analyst, and why are they important?

To thrive as a Senior Support Analyst, you need strong problem-solving skills, in-depth knowledge of IT systems, and typically a degree in computer science or a related field. Experience with ticketing platforms, remote support tools, and certifications such as ITIL or CompTIA are often required. Excellent communication, patience, and leadership abilities help you manage escalations and mentor junior team members. These skills ensure efficient issue resolution, high customer satisfaction, and the smooth operation of technical support functions.

What is the difference between Senior Support Analyst vs Support Engineer?

AspectSenior Support AnalystSupport Engineer
Required CredentialsTypically requires a bachelor’s degree in IT, computer science, or related field; certifications like CompTIA or ITIL are commonSimilar credentials; often holds certifications such as CompTIA, Cisco, or Microsoft
Work EnvironmentProvides technical support, troubleshooting, and customer service primarily via phone, email, or chat in corporate or service provider settingsFocuses on resolving technical issues, deploying solutions, and maintaining systems, often in IT departments or technical support teams
Employer & Industry UsageUsed across IT service providers, corporate IT departments, and tech support firmsCommon in IT companies, software firms, and enterprise support teams

Both roles require technical knowledge and customer service skills, but Senior Support Analysts often handle more complex issues and may oversee support teams, while Support Engineers focus more on technical problem resolution and system maintenance.

What cities in Alberta are hiring for Senior Support Analyst jobs?

Cities in Alberta with the most Senior Support Analyst job openings:

Infographic showing various Senior Support Analyst job openings in Alberta as of August 2026, with employment types broken down into 1% As Needed, 71% Full Time, 23% Part Time, and 5% Contract. Highlights an 89% Physical, 3% Hybrid, and 8% Remote job distribution.

Senior Workforce Management Analyst

Wawanesa Insurance

Edmonton, AB • Hybrid

CA$85K - CA$115K/yr

Full-time, Part-time

Retirement, PTO

This job post has expired today. Applications are no longer accepted.

Job description

Job ID: 10186 


Employment Type: New Role 

Work Environment: We offer a hybrid work environment that offers flexibility to our employees in balancing in-office (2 days per week OR 15 hours per week in a Wawanesa office) and remote work. You may work from any of the following locations: Winnipeg, MB; Calgary, AB; Edmonton, AB; Toronto (North York), ON. 

Working Business Language: English 
 

Salary: At Wawanesa, salary is only one component of a holistic, comprehensive and competitive offering that we provide to our employees. In addition to salary, full-time and part-time permanent employees are eligible for an annual bonus plan, leave of absence top-up programs and provided with generous vacation time, personal days, premium free benefits and pension plan. 
 

The salary offered for this role is determined with consideration to various factors, including but not limited to: your work location, local labour market conditions, external market salary data, internal pay equity and the knowledge, skills, experience and anticipated proficiency in the role. The salary offered is estimated to be within the following range: $85,000 - $115,000.  Candidates with salary expectations outside of the range are still encouraged to apply.

About The Wawanesa Mutual Insurance Company
Founded in 1896, The Wawanesa Mutual Insurance Company is one of Canada's largest mutual insurers, 100% owned by its members, with more than $4.1 billion in annual revenue and $12.5 billion in assets. Headquartered in Winnipeg, Wawanesa is the parent company of Wawanesa Life, which provides life insurance solutions throughout Canada, and Western Financial Group, a leading national distributor of personal and business insurance. In March of 2026, Wawanesa entered into an agreement to acquire Everest Insurance Company of Canada to strengthen its commercial insurance capabilities and advance its long-term growth strategy.


Wawanesa proudly serves more than 1.8 million members and we are home to more than 3,000 employees across Canada. The company actively gives back to organizations that strengthen communities, donating more than $4 million annually to charitable organizations, including more than $2 million each year in support of people on the front lines of climate change. Learn more at wawanesa.com.

We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.

Job Overview

Working under minimal supervision, the Senior Workforce Management Analyst plays a key role in enabling Wawanesa to meet its operational objectives through accurate workforce forecasting, planning, and performance analysis. This role serves as a senior planner within the Workforce Management team, applying statistical methods and structured planning approaches to develop forecasts, capacity plans, and datadriven recommendations across various operations. 

The Senior Analyst collaborates closely with leaders at all levels-from supervisors to vice presidents-to ensure workforce plans align with operational needs and strategic priorities. This role also contributes to enterprise workforce optimization by providing insights that improve resource utilization, service performance, and operational efficiency. Through clear communication and strong analytical support, the Senior Workforce Management Analyst helps inform decisionmaking and advance a performancebased, datadriven culture at Wawanesa. 

Job Responsibilities 
  • Design, maintain, and continuously improve Workforce Management planning processes to deliver accurate forecasts for contact center and backoffice operations across various operations. 
  • Lead the development, maintenance, and refinement of FTE forecasts by analyzing business drivers, seasonality, and operational trends as required. 
  • Conduct scenario planning and impact analysis to support operational and strategic decisionmaking. 
  • Monitor performance against workforce plans and provide insights and recommendations to improve accuracy, outcomes, and resource utilization. 
  • Apply service level, occupancy, productivity, and shrinkage metrics in forecasting, reporting, and workforce optimization analysis across contact center and backoffice environments. 
  • Lead workforce optimization analyses by evaluating staffing patterns, workload distribution, productivity, and service performance to identify opportunities that improve efficiency and service delivery. 
  • Develop, maintain, and present workforce dashboards, KPI reporting, forecasttoactuals, and performance summaries, translating complex data into clear, actionable insights. 
  • Partner with operational leaders and crossfunctional teams to incorporate business requirements and drivers into workforce plans and forecasts. 
  • Coach and support peers and stakeholders on forecasting methodologies, reporting practices, and interpretation of workforce insights. 
  • Lead annual FTE budgeting activities and conduct scenario and impact analyses. 
  • Maintain current knowledge of Workforce Management methodologies, practices, and industry trends. 
  • Perform other duties as required. 
Qualifications
  • Undergraduate degree in Statistics, Mathematics, Finance, Data Science, or a related discipline; equivalent experience considered. 
  • 3-5 years of experience in Workforce Management, workforce analytics, or operational planning within insurance, financial services, or a service-driven environment in both contact center and back-office environments. 
  • Strong expertise in forecasting, capacity planning, scenario analysis, and application of Workforce Management metrics across contact center and back-office functions. 
  • Advanced proficiency in Excel, Power Query, SQL, and Power BI; experience using Workforce Management platforms such as Genesys Cloud. 
  • Experience applying advanced analytical techniques (e.g., Python, R, statistical or scenario-based modeling); exposure to advanced simulation techniques is an asset. 
  • Strong analytical, problemsolving, and criticalthinking skills, with the ability to interpret complex information and connect workforce insights to broader business objectives and operational implications. 
  • Effective communication and influencing skills, able to work independently and collaboratively in a fastpaced environment, manage multiple priorities, and remain committed to continuous learning and best practices. 
  • Ability to leverage AI and emerging technologies to support analysis, forecasting, and optimization is required. 


Diversity Equity, Inclusion& Belonging
At Wawanesa, we are committed to Diversity, Equity, Inclusion and Belonging (DEIB) and believe that our strength lies in the diversity of our people - this is supported by having a representative workforce.

We welcome applications from all qualified candidates, including racialized persons, women, Indigenous Peoples, persons with disabilities, members of the 2SLGBTQIA+ community, gender-diverse and neurodiverse individuals, and anyone who can contribute to the further diversification of thought and ideas. 
 

We aim to ensure our recruitment process is accessible to all candidates. If you require accommodations during any stage of the recruitment process, please reach out in confidence to jobs@wawanesa.com.
 

All Wawanesa job applicants are subject to Wawanesa's Privacy Policy.

Please note that the recruitment process for this position may involve the use of AI tools to screen, assess, or select applicants. All final decisions are taken or reviewed by human recruiters and human hiring leaders in compliance with all applicable legislation.  
 

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