Provision Analytics Inc.

Full-time, permanent | 40 hours per week, Monday to Friday

Location: Calgary, AB (office-based with hybrid work-from-home in the Calgary area)

We are seeking an experienced Support Analyst to join our Client Success team in Calgary. In this role you are the first point of contact for client support: you own the support queue, configure the Provision platform for new and existing clients, and assist with onboarding projects. The role also includes account management for a set of smaller accounts.

This is a senior-capable individual contributor role on a small team; the person in this seat operates independently from early on, and their configuration work goes directly to clients in regulated food safety environments.

Your full time schedule includes a set support coverage window from 11:00 AM to 5:00 PM Mountain Time, which may change with reasonable notice.

RESPONSIBILITIES

Client Support

Own the support queue during your shift: triage incoming tickets, troubleshoot issues, and see them through to resolution

Respond to client questions about platform functionality with clear, friendly written communication, jumping on a call when that's faster

Investigate and reproduce reported issues, working through structured troubleshooting steps before escalating confirmed bugs to our product and development teams

Keep tickets accurately categorized and documented so we can identify trends and improve the product

Configuration & Form Building

Build client forms, workflows, schedules, and resource data in Provision from source documents like paper logs, spreadsheets, and SOPs

Work directly in the platform's JSON-based form configuration layer, including reviewing and correcting AI-generated form definitions before they reach clients

Translate client requirements into effective platform configuration, applying best practices for usability and data quality

Complete configuration requests from existing clients accurately and on time,



and test and validate your own work before it reaches the client

Onboarding & Account Support

Support Client Success Managers on onboarding projects by handling configuration, data loading, and validation tasks

Assist with client training sessions and help develop training materials

Manage the ongoing relationship for a set of accounts, including periodic check-ins and helping them get more value from the platform

REQUIREMENTS

3+ years of experience in a client-facing software support, business analyst, or platform configuration role for a B2B SaaS product

Hands-on experience configuring form-based or low-code business software to client specifications, including building forms, workflows, and validation logic; deep expertise with Form.io (or equivalent depth on a comparable JSON-based form platform) is strongly preferred, as this role must operate at a senior level in our Form.io-based configuration engine with minimal ramp-up

Ability to read, edit, and debug JSON configurations confidently

Strong written and verbal communication skills, with the patience and clarity to support users of all technical skill levels

Sharp attention to detail: your configuration work reaches clients' plant floors, and it needs to be right the first time

Experience with ticketing systems and writing knowledge base or training documentation

Post-secondary education in a technical or related field, or equivalent practical experience A proactive, ownership-driven mindset and comfort operating in a small, fast-moving startup environment

PREFERRED

Background or experience in food safety, quality assurance, or another regulated compliance domain (HACCP, SQF, BRC, etc.)

Experience supporting or executing platform migration projects (moving client data and configurations between product versions)

Experience delivering software training to groups

Experience using AI tools (e.g., Claude, ChatGPT) in production workflows with human review

Pay: $60,000.00-$76,000.00 per year

Work Location: Hybrid remote in Calgary, AB T2G 4Y3

📌 Support Analyst (Calgary)
🏢 Provision Analytics
📍 Calgary