Delivery Support Analyst

About Level Access: Level Access (levelaccess.com) is a recognized global leader in digital accessibility, passionately dedicated to creating inclusive digital experiences for individuals with disabilities everywhere. By providing software, consulting, and training solutions, Level Access helps organizations ensure their websites, mobile applications, and digital products comply with legal accessibility regulations while meeting the diverse needs of all users. Level Access fosters a fast-paced, collaborative, and mission-driven workspace focused on delivering operational excellence, regulatory compliance, and unmatched user experiences across global digital infrastructures.

Position Overview

We are seeking a highly organized, detail-obsessed, and systems-minded Associate Delivery Support Analyst to join our operational delivery unit under a permanent, full-time fully remote engagement framework based anywhere in Canada. Operating as a critical bridge between internal departments and delivery platforms, you will step up to claim direct triage, assignment, and quality control accountability over incoming delivery-related support streams. Shifting completely away from routine landing page updates, simple script configurations, or manual engineering data logging, you will run an active high-volume ticket triage, workflow audit, and stakeholder communications laboratory—partnering face-to-face with multi-department delivery managers, technical teams, and external partners. This position requires an operational generalist with a technical aptitude who manages digital tickets fluidly natively using Technical Support frameworks, evaluates service level agreement (SLA) boundaries cleanly to route tasks to appropriate teams, and directs quality control processes confidently to minimize workflow inefficiencies.

Key Responsibilities

• Ticket Management and Triage: Audit, categorize, and prioritize incoming support queues linked with delivery operations based on preset structural guidelines, ensuring swift containment and handling.
• SLA Assignment Optimization: Route ticket workloads to appropriate technical teams based on complexity, escalation requirements, and urgency matrices to satisfy established service level guidelines.
• Active Queue Monitoring: Monitor active technical ticket queues regularly natively utilizing Technical Support frameworks to prevent backlog development, flagging processing delays directly to department leads.
• First Point of Contact Communication: Serve as the foundational communication interface for internal cross-functional stakeholders and external partners, maintaining clear, professional text updates across the incident lifecycle.
• Quality Control Governance: Execute regular quality assurance reviews on resolved tasks and tickets, verifying full alignment with established delivery playbooks before final sign-off.
• Process Conformity Auditing: Verify that digital workflows are executed according to design, cataloging processing gaps or structural bottlenecks to present clear system optimizations to operations management.
• Workflow Defect Remediation: Manage and reroute support requests that fail to satisfy quality standards, driving continuous improvement loops across internal and partner networks.

Required Skills & Qualifications

• Completed Bachelor’s degree in Business Administration, Information Systems, Supply Chain Management, or verified professional history in a related operational context.
• Proven professional history handling ticketing infrastructures and service requests within an enterprise ecosystem.
• Demonstrated technical adaptability to learn and navigate digital systems, with distinct preference for platforms like Jira or ServiceNow natively using Technical Support workflows.
• Strong administrative mastery of the Microsoft Office Suite, specifically leveraging Microsoft Excel for data organization and tracking.
• Outstanding cross-functional collaboration strengths, demonstrating excellent verbal and written communication depth to summarize technical problems clearly.
• Extreme focus on structural detail, coupled with a proven background handling competing multi-tasking parameters under tight timelines.
• Location Context: Position features 100% remote parameters open exclusively to qualified operations professionals residing permanently within Canada.

Preferred Strategic Indicators (Nice to Have)

• Prior administrative experience navigating cross-department commercial pipelines within complex SaaS environments or digital accessibility consulting domains.
• Hands-on systems familiarity with corporate customer relationship management (CRM) software such as Salesforce, automated help desks like Zendesk, or low-code workflow automation nodes.

What We Offer

• Vetted, Operations-Focused Canadian Salary Blueprint: A highly competitive baseline annual salary tailored to service management depth, coupled with attractive company bonus opportunities.
• The exceptional professional canvas to coordinate and streamline the operational delivery infrastructure for the world leading digital accessibility enterprise.
• Profound work-from-home remote parameters providing complete virtual location flexibility and structured work-life balance systems across Canada.
• Generous paid time off architectures encompassing extensive annual paid vacation allocations alongside corporate paid holiday breaks.
• Comprehensive health wellness infrastructures including medical insurance provisions, dedicated employee assistance programs, and ongoing professional development reimbursements.