Modern Workplace and Platform Services Analyst - Software Asset and Application Lifecycle Management

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

We are looking for a dependable, curious, and collaborative analyst who enjoys solving practical problems, takes pride in accurate work, and is eager to learn. You do not need to be an expert in every tool or licensing model on day one; success in this role comes from consistent follow-through, sound judgement, openness to feedback, and a willingness to grow.

This position may be located in Montreal or Toronto.

Responsibilities:

- Perform daily Software Asset Management (SAM) and Application Lifecycle Management (ALM) operations, completing assigned requests, incidents, tasks, controls, and fulfilment activities within established service levels and procedures.
- Maintain the single authoritative application inventory by reconciling discovery, installation, deployment, ownership, service-relationship, and lifecycle data across Flexera, Intune, ServiceNow CMDB, vendor sources, and approved records so that each endpoint, server, and SaaS application has one accurate source of truth.
- Identify, record, and periodically attest a named business owner and technical owner for each in-scope application; follow up on missing or outdated ownership and escalate unresolved gaps so lifecycle and remediation decisions always have accountable owners.
- Execute stage-gated application lifecycle workflows from intake to retirement: request and classify, confirm ownership and approvals, standardize and register, monitor usage and support status, coordinate security actions, decommission, reclaim, and archive evidence.
- Classify and maintain required application metadata, including criticality, business function, lifecycle stage, support model, installed version, vendor support status, end-of-support and end-of-life dates, technology dependencies, service relationships, data classification, cost centre, and ownership.
- Monitor installed versions, vendor support status, end-of-support, end-of-life, and out-of-policy conditions; issue proactive alerts and initiate upgrade, replacement, exception, or retirement work before support lapses.
- Map Cybersecurity scan findings, Common Vulnerabilities, and Exposures to the affected application and accountable owner, apply the approved criticality tier and remediation SLA, track progress, escalate overdue actions, and maintain status and closure evidence.
- Coordinate with application owners, Cybersecurity, and Endpoint Operations on approved package, patch, upgrade, replacement, compensating-control, exception, or retirement actions; verify closure through deployment status, owner attestation, or re-scan results while preserving delivery accountability with the owning teams.
- Perform SAM fulfilment and analysis, including license availability checks, assignment, reclamation, reallocation, deprovisioning, entitlement-to-install reconciliation, effective license position maintenance, usage review, and renewal data preparation.
- Translate ALM lifecycle events into clear handoffs to SAM for license reclamation, renewal, or procurement, and incorporate SAM contract dates, entitlements, and vendor signals into lifecycle monitoring.
- Produce operational reporting on inventory quality, ownership coverage, application currency, unsupported software, vulnerability remediation against approved SLAs, lifecycle exceptions, license position, utilization, savings, ticket volumes, and backlog.
- Support application portfolio reviews by identifying rationalization candidates, duplicate or unused applications, upcoming end-of-support risks, unsupported versions, unresolved ownership, overdue remediation, and recurring control failures.
- Maintain audit-ready records, approvals, exceptions, attestations, work instructions, knowledge articles, and evidence repositories in accordance with governance and record-retention requirements.
- Identify and implement approved improvements to data validation, alerting, workflow, automation, self-service, reporting, and recurring-error reduction while respecting role boundaries: the analyst does not package or deploy software, perform vulnerability scanning, negotiate contracts, or own application development and operation.

Qualifications

- Two or more years of experience in IT operations, Software Asset Management, IT Asset Management, application management, service management, data operations, or a related role; equivalent transferable experience and demonstrated ability to learn will be considered.
- Experience with, or a demonstrated ability to learn, a SAM/ITAM or ITSM platform such as ServiceNow SAM Pro, Flexera, or an equivalent tool. Exposure to queue management, record maintenance, workflow execution, or reporting is an asset.
- Working knowledge of software licensing concepts and models, including perpetual, subscription, named-user, device, concurrent, processor/core, consumption-based, and Saas.
- Experience interpreting agreements, purchase records, entitlements, usage rights, discovery data, deployment data, and usage records to support reconciliation, compliance, optimization, and renewal readiness.
- Strong spreadsheet and data-analysis skills; experience with reporting or visualization tools, SQL, Power Query, scripting, or workflow automation is an asset.
- Knowledge of application lifecycle, configuration management, ITIL/ITSM, data governance, and software asset management standards is an asset.
- Relevant certifications such as ITIL Foundation, IAITAM CSAM/CITAM, or Certified Software Asset Manager are assets
- Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.
- Curiosity and Learning Agility – Asks thoughtful questions, seeks feedback, learns new tools and licensing concepts, and applies new knowledge to day-to-day work.
- Accuracy and Attention to Detail – Takes pride in complete, traceable, and audit-ready work; validates information and follows discrepancies through to resolution.
- Reliability and Work Ethic – Follows through on commitments, manages assigned work responsibly, meets deadlines and service levels, and communicates early when support or clarification is needed.
- Positive Service Mindset – Approaches requestors and application owners with patience, professionalism, and a practical desire to help while applying policies and controls consistently.
- Continuous Improvement – Notices inefficient practices, documents problems, suggests practical improvements, and helps test whether changes improve quality, speed, or control.
- Communication and Collaboration – Listens well, explains issues clearly, works constructively with technical and business partners, and contributes to a respectful, supportive team environment.
- Adaptability and Flexibility – Works effectively in a high-volume environment with changing priorities, evolving tools, and new software licensing and delivery models.

Conditions of Employment:

Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.