WHO WE ARE
At Air Canada Vacations, we’re in the business of making dreams travel. That’s why we offer vacation packages, tours, cruises and more tailored to everyone’s individual needs. We like to say we have a vacation for every traveller because we do!
If you're someone who's passionate about exploring the world and sharing that enthusiasm with our customers, we'd love to welcome you to our team.
For over 50 years, Air Canada Vacations has been making travel easy, so come and join us in helping fellow Canadians create unforgettable memories wherever they go.
The System Analyst (SA) plays a critical role in supporting Air Canada Vacations’ (ACV) core business systems, with a primary focus on travel reservations platforms as well as key enterprise applications supporting Finance, Customer Relations, Operations, E Commerce and Web channels.
ACV is a leading Canadian Tour Operator selling packaged travel products that include air, hotel, cruise and ancillary services. The System Analyst acts as a functional and technical liaison between business end users, internal IT delivery teams, and strategic third party technology partners, ensuring system stability, business continuity, and high quality project delivery.
The SA provides Level 2 application support, leads analysis and issue resolution, and is a key contributor to project delivery, executing testing, quality assurance (QA) and user acceptance testing (UAT) across multiple platforms.
WHAT YOU'LL BE DOING
Production Support & Operations
- Provide Level 2 functional and application support for ACV’s core reservations systems and enterprise applications.
- Analyze, triage and resolve incidents, defects and service requests, ensuring adherence to agreed service levels (SLAs).
- Act as an escalation point for complex system issues impacting business operations.
- Maintain operational checklists, monitoring activities and system health validations.
- Create, maintain and analyze trouble reports, defect logs and error tracking to identify recurring issues and improvement opportunities.
Business & Systems Analysis
- Work closely with ACV business users across Reservations, Operations, Finance, Customer Relations, E Commerce and Web teams to understand business needs and system behaviour.
- Perform root cause analysis on system defects and functional issues, collaborating with internal development teams and external vendors.
- Document functional requirements, system behaviour, workflows and interfaces.
- Evaluate solution options, clearly outlining pros, cons, risks and impacts before recommending a preferred approach.
Third Party Vendor & Partner Collaboration
- Act as a primary IT liaison with external technology partners, including, but not limited to: Softvoyage (flight and hotel packaging); Revelex (cruise reservations); Air Canada (air inventory, ticketing and related integrations.
- Coordinate defect analysis, enhancements, releases and incident resolution with vendors.
- Validate vendor fixes and enhancements through structured testing cycles.
- Ensure partner solutions align with ACV business processes and operational requirements.
Testing, QA & Project Delivery
- Lead and execute functional, integration, regression and UAT testing for system enhancements, releases and production fixes.
- Develop and maintain test plans, test cases, scripts and test data.
- Coordinate testing cycles with business stakeholders and IT delivery teams.
- Clearly document and communicate test results, risks and go/no go recommendations.
- Support project teams by ensuring solutions meet business requirements and quality standards before production deployment.
Documentation, Training & Knowledge Transfer
- Develop and maintain system documentation, procedures and user guides.
- Maintain help documentation and error/message catalogs for supported systems.
- Support training activities by providing documentation and walkthroughs of new or enhanced functionality to the Training team and business users.
- Contribute to continuous improvement of support processes and system knowledge bases.
General Responsibilities
- Use enterprise tools (e.g., JIRA, Confluence) to manage incidents, defects, documentation and testing activities.
- Collaborate closely with IT Web Development, E Commerce, Infrastructure and Architecture teams.
- Participate in special projects and initiatives as assigned.
- Perform other related duties as required by management.
WHAT YOU BRING TO THE TEAM
- College diploma or university degree in Computer Science, Information Systems or a related discipline.
- Minimum 2+ years of experience as a System Analyst, Application Support Analyst or similar role.
- Experience supporting enterprise applications or mission critical business systems.
- Strong understanding of system support, incident management, testing and QA processes.
- Demonstrated ability to work directly with business users and technical teams.
- Experience using JIRA and Confluence (or similar tools) for tracking, documentation and collaboration.
- Strong analytical, problem solving and communication skills.
- Ability to work in a fast paced, production critical environment.
- Fully bilingual (English and French, written and spoken).
WHY WORK WITH US?
- Our team loves to travel, and we have one of the most generous employee travel programs in the industry. You’ll be eligible for travel privileges for yourself and other eligible persons once you’ve completed 6 months of service
- Hybrid work model: Corporate Mandate of 4 days in office (Tuesday, Wednesday, Thursday + 4th day of your choice) and 1 day from home
- We value your wellbeing and offer a wide variety of benefit plans, including health and dental, for you and your family
- We offer training and development tools to help unlock your full potential
Please note that these benefits apply to permanent, full-time employees.
Visit our Careers page for a full list of benefits.
OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION
Air Canada Vacations is committed to ensuring a Diverse, Equitable, and Inclusive Workplace, fundamental to its core values. We celebrate the uniqueness of every individual, listen to every voice, and instill a sense of belonging in our people that allows each team member’s authentic self to truly shine.
We encourage individuals of all backgrounds to apply as we strive to create a diverse team that mirrors the diversity of the customers and communities we serve as an equal opportunity employer. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.
Linguistic Requirements
When qualifications are equal, preference will be given to bilingual candidates. The position involves daily interactions with partners, clients, and colleagues located outside of Quebec.
