IT System Analyst

Hours of Work: Full-Time (35-40 hours per week)
Location:           Whitehorse, Yukon

At Air North we believe that connecting people is more than just a business—it’s a mission. With every flight, we’re bridging communities, empowering travelers, and showcasing the beauty of the North, and other exciting Canadian destinations. When you join our team, you become part of a close-knit group that works together to make travel safe, enjoyable, and memorable. From our attentive service to our famous warm cookies served on board, every detail reflects our commitment to a welcoming experience with true Yukon hospitality. Join us if you’re passionate about making a difference and eager to be part of an airline that values community and commitment.

Why join us?

• Phenomenal local and international flight benefits for you and your family!
• Extra travel benefits such as hotels and cruises
• Employer paid health & dental benefits
• Group RRSP investment options
• Cargo shipping benefits
• Vehicle and home heating fuel discounts through Chieftain Energy for you and your family

Role Summary:

The IT Systems Analyst is the technical systems resource on the IT Systems Development team, responsible for configuring, validating, and ensuring the operational integrity of the company's airline platforms, with a primary focus on the incoming Passenger Service System (PSS) and associated SaaS solutions. Working closely with the Senior Business Analyst and reporting to the Manager, IT Systems Development, this role translates business requirements into technical configurations, executes the change management process for system updates, and ensures that platform behavior meets operational expectations.

Key Duties and Responsibilities:

• PSS and SaaS Platform Operations

  • Monitor and validate system behavior across airline platforms; identify and log deviations from expected operation
  • Own configuration change processing end-to-end: intake, assessment, implementation, testing, documentation, and communication
  • Perform technical feasibility checks for enhancement requests prior to business prioritization
  • Track and escalate system defects, vendor SLA concerns, and operational risks to vendors and IT Leadership with appropriate documentation
  • Maintain accurate and current system configuration records, integration maps, and change logs

  Vendor & Integration Coordination

  • Serve as the primary technical point of contact with airline system vendors on operational issues, platform releases, and configuration requests
  • Track open vendor tickets through to resolution; provide clear status updates to the IT team and affected business units
  • Support integrations between SaaS platforms and internal systems; coordinate with vendors on interface behavior and troubleshooting
  • Participate in vendor release reviews, product updates, and technical working sessions
  • Liaise with government agencies and third parties (e.g. CBSA, TSA, ARINC, airport authorities) on technical requirements and system compliance where applicable
  • Consult IATA documentation for industry-standard technical solutions

  User Support & Training

  • Provide Tier-2 support to system users across operational departments, troubleshooting issues and discrepancies, resolving where possible, and coordinating vendor escalations with full technical context when required
  • Develop and maintain technical user guides, system release notes, and configuration documentation accessible to operational staff
  • Support training delivery for system updates, new features, and new platform onboarding

  System Configuration Support & Implementation

  • Explore and document technical options for configuring systems to satisfy business requirements
  • Execute the initial configuration build during implementation phases
  • Execute, record, and formally document UAT results; track defects through to resolution
  • Provide support to system users following system launches, monitoring system behavior and managing an elevated pace of vendor coordination and issue resolution

  Continuous Learning & System Knowledge

  • Maintain working knowledge of all airline systems in use and develop hands-on expertise in newly adopted SaaS platforms as they are onboarded
  • Proactively follow vendor release notes, product roadmaps, and industry developments to inform configuration and operational decisions
  • Support knowledge transfer within the IT team to reduce single points of dependency on system knowledge

  Project & Change Support

  • Assist in the planning and execution of system migrations, upgrades, and new SaaS platform deployments
  • Contribute to project documentation, testing plans, and go-live readiness checklists
  • Support IT leadership with status tracking and reporting during active project phases

Must haves:

• Diploma or bachelor's degree in information technology, business, a related field, or equivalent practical experience
• Minimum 5 years of experience in an IT support, systems administration, or analyst role
• Available to participate in on-call rotation, outside of standard business hours
• Must have and maintain a valid Class 5 Driver’s License
• Must be able to obtain and retain a Restricted Area Identification Card (RAIC)
• A strong sense of accountability, honesty, and responsibility in all tasks, supporting the trust that we have built with passengers, partners, and communities
• Enthusiasm for contributing to our unique mission, whether that’s through direct customer service, operational excellence, or behind-the-scenes support
• Must be a legally entitled to work in Canada

**Preference will be given to Whitehorse applicants, remote applicants must be located in Vancouver, Victoria, Kelowna, Edmonton or Calgary 

Ready to join us?

• Submit your resume and cover letter explaining why you are an ideal fit for the role
• If selected, we'll reach out within 14 days for a brief introductory call
• Successful candidates will then proceed to an interview with our Recruiter and Hiring Manager
• We aim to make final decisions within 14 days of the initial call