IT Support Analyst - Payroll and Human Resources

Position Description: As an IT Support Analyst – Payroll and Human Resources, you will provide first-level support to users of payroll and human resources information systems. You will ensure timely, high-quality service in accordance with internal procedures. You will contribute to the smooth operation of daily activities by assisting users and working closely with Level 2 support teams, as well as technical and functional teams.

Your future duties and responsibilities:

• Receive, assess, and resolve incidents and service requests related to payroll and human resources applications.
• Escalate complex incidents to Level 2 support teams or the appropriate technical and functional teams.
• Monitor and follow up on tickets in Jira, ensuring the accuracy and quality of documented information.
• Maintain and update the knowledge base and documentation.
• Contribute to the continuous improvement of support processes.
• Communicate effectively with various teams and promote adherence to established procedures and best practices.

Required qualifications to be successful in this role:

• Education or certification in Human Resources, Payroll, Information Technology, or a related field.
• Experience providing first-level application support. Experience in a payroll or human resources environment is considered an asset.
• Knowledge of payroll systems, human resources systems, or Human Resources Information - Systems (HRIS), or a strong interest in these areas.
• Proficiency in Microsoft Office applications, particularly Excel and Outlook.
• Excellent command of French, both written and spoken.

Assets

• Knowledge of Jira and Confluence.
• Payroll Compliance Professional (PCP) certification from the National Payroll Institute (NPI), or training in payroll legislation.
• Knowledge of ITIL best practices.

Key Competencies

• Openness to emerging technologies, particularly artificial intelligence (AI), and the ability to act as a change ambassador to encourage adoption within the team.
• Excellent analytical, active listening, and communication skills.
• Strong attention to detail, customer service orientation, and teamwork skills.
• Ability to work independently while collaborating closely with various teams.
• Ability to manage multiple tasks simultaneously and prioritize effectively.
• Responsiveness, ability to meet deadlines, and attention to detail.
• Strong interest in troubleshooting and problem-solving.
• Collaborative mindset and ability to consider different perspectives when developing solutions.
• Ability to explain technical concepts clearly and guide users effectively.
• Commitment to the continuous improvement of services.

CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $50,000–$100,000. This role is an existing vacancy. Bilingualism (French and English) is required for this position due to the nature of the role requiring interaction with national and global clients.

Skills:

• French
• Analytical Thinking
• Canadian Payr.Legisl. (Quebec)
• Communication
• Customer Service & Support
• Problem Solving

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction. Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter. That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals. To learn more about accessibility at CGI, contact us via [email](#). Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries. Come join our team—one of the largest IT and business consulting services firms in the world.