Insight Global is looking for a Technical Systems Analyst to join the Fraud Protection team at one of Canada's largest retail and wellness companies. Fraud Protection Team is a technology delivery team that works closely with SaaS vendors to address all the technological needs of the Asset Protection team. We focus on solutions that support the investigations of the Omni risk specialists from the Asset Protection. We support the delivery of customizations, enhancements and integrations to SaaS tools such as Secure 5, Engage, Decision Manager applications that are used by the Asset Protection team and Educators to investigate and process unverified returns respectively.

Responsibilities include:
Experience supporting end-users including triaging, performing root cause analysis, and resolving application issues and responding to how-to questions
Support the creation, maintenance and monitoring of applications owned by the Fraud Protection team to support the ability to re-create, diagnose and troubleshoot technical issues faced by systems and applications users and vendors
Work directly with SaaS Vendor and internal lululemon teams to address active issues accordingly and required changes to correct issues.
Provide guidance to users in order to address technical issues and offer training options as needed through references to existing user guides, manuals, runbooks and any other resources
Maintain record of problems, incidents and vendor issues raised
Participate in project delivery activities handover to support activities as well as development of documentation intended for users in collaboration with the other support services
Works with Architects and Business Analyst to create and validate system diagrams for applications and systems owned by Fraud Protection.
Provide intervention in critical situations in the event of system failure and ensure timely responses to situations by following required escalation paths
Establishes a regular mechanism for communicating and sharing vendors compliance with operational SLAs
Participates in peak readiness drills as well as documenting impacts of integration and platform
currency on Fraud Protection systems

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

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