Software Delivery Analyst (AI-Enabled Transformation) (Waterloo)

Job Description: Role Summary As a Software Delivery Analyst in Sun Life''s Employee Experience Technology (EET) organization, you''ll drive AI-powered and automation-first software delivery on a global scale. You''ll manage end-to-end deployment of software implementations, upgrades, and security fixes across hybrid environments while spearheading the adoption of intelligent automation technologies to optimize delivery processes and reduce manual effort. This role reports to the Manager of EET, Software Delivery. Core Competencies Communication & Stakeholder Management Strong written and verbal communication skills bridging technical and business stakeholders Excellent relationship-building capabilities with proven success across global teams Customer-focused mindset with strong service orientation and expectation management Project & Process Management Demonstrated experience delivering medium-to-large-scale technology initiatives Skilled at prioritizing workload and managing multiple concurrent projects with complex dependencies Detail-oriented with proactive identification of gaps and risks Robust facilitation and troubleshooting capabilities for cross-functional challenges Technical & AI/Automation Expertise Technical background with demonstrated aptitude for rapidly acquiring new technologies Hands-on experience with AI-assisted tools (AI copilots, intelligent automation platforms, code generation tools) and best practices for responsible enterprise deployment Proven ability to evaluate and recommend AI/automation solutions aligned with business objectives Capability to translate business process requirements into viable AI/automation use cases Understanding of machine learning concepts and predictive analytics for process optimization Experience collaborating with technical teams to build and deploy AI automation tools Collaboration & Personal Attributes Excellent collaboration and teamwork skills in global, distributed environments Proactive approach with demonstrated initiative to drive continuous improvement Positive, solutions-oriented attitude and resilience in dynamic environments Main Accountabilities AI-Driven Deployment & Change Management Orchestrate end-to-end SCCM package deployment to desktop, laptop, virtual machine, and cloud environments using intelligent workflows Design and deploy AI-enabled automation solutions for deployment scheduling, testing coordination, issue escalation, and intelligent routing Build and coordinate stakeholder schedules for testing, piloting, and delivery activities Maintain comprehensive project documentation with automated workflow management and audit trails Intelligent Stakeholder & Relationship Management Gather and interpret customer requirements using data-driven insights to identify optimal solutions Develop and maintain strong working relationships with business and technical teams Prepare support teams with AI-generated insights for efficient issue and escalation management Lead or participate in cross-functional teams to advance project goals Provide regular status updates powered by real-time analytics and dashboards Digital Process Development & Optimization Contribute to the design of AI-first software delivery practices and procedures Identify, evaluate, and implement AI and automation opportunities to enhance efficiency and reduce manual touchpoints Design and deploy intelligent automation solutions including: Machine learning models for predictive deployment scheduling Intelligent workflow automation for testing and escalation coordination Robotic process automation (RPA) for repetitive administrative tasksAI-driven analytics dashboards for reporting and insights AI-Driven Analytics & Decision Support Conduct data analysis and generate AI-powered predictive reports for customers and partners Leverage machine learning and advanced analytics to inform strategic decision-making and process optimization Proactively identify and resolve technology knowledge gaps using intelligent knowledge management systems Facilitate cross-functional discussions with data-driven insights to overcome technical challenges Required Technical Skills Hands-on experience with Microsoft Endpoint Configuration Manager (SCCM), Intune, JAMF, or equivalent modern software delivery platforms Demonstrated hands-on experience with AI-assisted tools (copilots, intelligent automation platforms, code generation, process automation) Data analysis and visualization skills (Microsoft Excel, Power BI, or advanced analytics platforms) Understanding of Windows operating systems and cross-platform management (file structure, registry, user profiles, cloud identity) Familiarity with machine learning concepts, predictive analytics, and intelligent workflow automation principles Experience collaborating with technology teams to build and maintain AI automation tools and systems Understanding of data governance, ethical AI, and compliance requirements in enterprise environments Unique Requirements: As a condition of the role, the successful candidate must obtain a Government of Canada Reliability Status security clearance through Sun Life. 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