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

At Air North, we are committed to fostering a diverse, equitable, inclusive, and accessible workplace. We believe diverse perspectives drive innovation and service excellence, and we strive to build a team that reflects the communities we serve.

We welcome applications from individuals of all backgrounds and abilities. If you need reasonable accommodations during the recruitment process, please let us know, and we’ll ensure your needs are met so you can bring your best self forward.

Thank you for considering a career with Air North. We look forward to receiving your application and possibly welcoming you aboard!