Delivery Support Analyst

Level Access

Associate Delivery Support Analyst managing and triaging support tickets for Level Access delivery operations. Collaborating with internal teams to ensure efficient and effective service.

Posted 6/22/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Review incoming support tickets related to delivery operations, categorize and prioritize them based on predefined criteria, and escalate issues that require specialized handling or fall outside standard guidelines
Assign tickets to appropriate teams or individuals based on issue complexity and urgency, ensuring compliance with SLAs
Monitor ticket queues regularly to ensure timely responses and resolutions; alerting team leads to any delays that may affect service timelines
Respond to ticket handling questions from internal teams and external partners using established workflows, escalating non-standard issues as needed
Serve as the first point of contact for internal teams and clients when issues are raised, maintaining clear and consistent communication throughout the ticket resolution process
Provide stakeholders with regular updates on the progress of tickets, ensuring transparency and helping manage expectations
Recognize unresolved or critical issues that require escalation to senior analysts or management and raise these concerns promptly
Perform quality checks on completed tickets or tasks, ensuring they meet established guidelines before finalizing or moving forward in the workflow
Ensure tickets handled by internal teams or external partners adhere to defined workflow standards and routing expectations
Ensure work is rerouted appropriately when it fails to meet quality standards, escalating to senior analysts as necessary
Regularly verify that processes and workflows are being followed as designed, flagging any inconsistencies or inefficiencies to leadership for review

Requirements

What you’ll need

Bachelor’s degree in business administration, information systems, supply chain, or related field (or equivalent experience)
Strong organizational and multitasking skills
Proficiency with ticketing systems (e.g., Jira, ServiceNow) or a willingness to learn
Basic proficiency with Microsoft Office Suite (Excel, Word, Outlook)
Exposure to tools such as Salesforce, Zendesk, or workflow automation platforms is an asset

Benefits

Comp & perks

bonus opportunities
generous paid time off
paid holidays
programs designed to support employee well-being and work‑life balance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ticketing systemsworkflow automationMicrosoft Office SuiteExcelWordOutlook

Soft Skills

organizational skillsmultitaskingcommunicationproblem-solving