Why Work Here?
At ATCO, people are at the heart of everything we do—and that includes the systems and experiences that support our employees every day. In this role, you won’t just resolve tickets; you’ll play a meaningful part in shaping how employees interact with our HR technology, ensuring they feel supported, informed, and set up for success.
You’ll join a collaborative team that values approachable expertise, continuous learning, and shared problem-solving. Whether you’re helping a colleague navigate a system issue or contributing to improvements behind the scenes, your work will have a visible impact on the employee experience across the organization. If you take pride in making complex systems feel simpler and more human, you’ll find purpose and connection here.
About the Role:
As the System Analyst, BPSS Operations, you’ll be a key point of support for ATCO’s HR technology users, helping ensure Oracle HCM and UKG run smoothly and employees receive timely, effective assistance. In this 18-month opportunity, you’ll partner with stakeholders across the business to assess, troubleshoot, and manage incidents and support tickets, while guiding users, resolving Tier 1 issues and escalating more complex matters to senior functional and technical analysts. It’s an opportunity to combine technical problem-solving, customer service, and business process knowledge in a role that directly supports the employee experience across ATCO.
What You Get to Do:
Ticket & Problem Management
- Receive and manage IT service tickets related to Oracle HCM and UKG, as well as incidents, through ServiceNow
- Assist users in defining problem statements and update relevant information in tickets
- Categorize and prioritize tickets based on urgency and impact
- Assign tickets to appropriate analysts or escalate to Tier 2/3 support if necessary
- Respond to technical and functional inquiries from users and key business stakeholders
- Analyze trends in incidents to determine root causes and escalate critical issues
- Ensure excellent customer service and approachable support for all users
Governance
- Ensure all Service Requests and Incidents meet SLA thresholds
- Monitor and report ticket trends via dashboards
- Adhere to IT standards in all operational activities
Operational Support
- Support and execute the change ticket process for operational changes (ITIL processes)
- Monitor system health and critical workflows through monitoring tools and processes
- Support business activities such as master data updates, repeatable tickets and minor configurations
- Assist in SaaS system releases (Oracle, UKG, Cornerstone) by supporting UAT testers
- Communicate release windows to stakeholders
- Create and update documentation for critical operational processes
- Complete post-refresh and release activities.
What You Bring:
- Post-secondary education in HR, Commerce or IT
- 3+ years of IT support experience, preferably in a Tier 1 or Tier 2 systems management technical support role for HCM or Finance applications
- Experience with Oracle HCM and UKG Dimensions
- Hands-on technical experience with common IT systems and software (such as MS Office 365 and SharePoint)
- Experience working under defined SLAs
- Excellent verbal and written communication skills
- Strong analytical, technical, and problem-solving skills
- Ability to explain technology to non-IT stakeholders
- Team-oriented with strong collaborative and negotiation skills
- Discreet and trustworthy with confidential information
- ITIL certification or equivalent work experience preferred
- Experience with Jira, ServiceNow and/or Cornerstone are considered assets
What We Offer:
- A culture based on caring, integrity, agility, collaboration, and striving for excellence
- Competitive compensation
- Flex benefits
- Training and mentorship programs
- Charitable donation matching
Please note this is an 18-month temporary position.
We would like to thank everyone for their application; however, only those being considered for an interview will be contacted.
ATCO delivers inspired solutions for a better world. We are a diversified global corporation with investments in the essential services of Structures & Logistics, Utilities, Energy Infrastructure, Retail Energy, Transportation and Commercial Real Estate. Learn more about how we build communities, energize industries and deliver customer-focused solutions like no other company in the world at www.atco.com. ATCO is proud to be an equal opportunity employer. Visit our website for more information.
In the spirit of reconciliation, we acknowledge the traditional territories and homelands on which many of our ATCO operations and facilities are located. We honour and respect the diverse history, languages, ceremonies, and culture of the Indigenous Peoples who call these areas home.
