Problem Management Analyst - Toronto, Canada - CT Corporation

CT Corporation

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Help us boldly shape retail in Canada
Canadian Tire Corporation's (CTC) rich heritage of serving Canadians from coast-to-coast dates back to 1922.

Our vision is to become the #1 retail brand in Canada and we are focused on innovating and making important investments in our business, especially when it comes to our people.

To reach our goal, we need the best talent to help us evolve and drive change across the business - and boldly help shape Canada's retail industry.

As we strive to be at the forefront of a complex and vastly changing retail industry, it is an exciting time to join the Canadian Tire family of companies.

Reporting to the Manager, Enterprise Incident & Problem Management; this position is responsible for the effective execution of IT problem investigations as well as the handling, delivery and sustainability of the Problem management process.

The Problem Management Analyst is responsible for defining, planning, implementing, operating and administering the Problem & Incident processes throughout Canadian Tire IT.

This requires managing and coordinating the resources within his/her team, as well as, relationships throughout CTC IT and with complementary business partners.

What You'll Do

Manage, lead and coordinate problem investigations with a focus on root cause identification
Prevent the replication of incidents across the enterprise
Develop and drive SWOT opportunities for reoccurring incidents
Produce both problem and incident management executive summaries and reports
Provide expert advice to all support staff in the handling of incidents, including negotiation with customers and service teams in order to resolve issues which may delay restoration of service
Develop, refine, and document operation's policies, processes, procedures
Develop and maintain excellent working relationships and communications with IT customers and with IT service delivery groups
Provide information and recommendations for service improvement to IT operational teams
Ensure delivery of all problem and incident management processes are based on best practices
Produce metrics for service performance, reporting on the key measurements required to drive productivity/process improvements as related to incident and problem management
Manage and deliver quality and efficient services by ensuring standards, procedures and policies are in place and being followed

What You Bring

Minimum 2 years of experience in problem & Incident management with a focus on risk mitigation and root cause identification
Ability to drive technical calls towards root cause identification
Excellent communication skills; both verbal and written
Demonstrated ability to handle multiple tasks under pressure to meet deadlines
Deliver information to an executive audience
Ability to communicate technical information to nontechnical users; extensive IT knowledge and a demonstrated ability to keep pace with rapidly changing technology
Reporting experience
Ability to negotiate and implement change
Knowledge of Canadian Tire environment and interrelated business units are a definite asset
ITIL v4 Certification preferred

Education

Bachelor's degree in Computer Science or a related technical discipline or the equivalent combination of education, technical certifications/training, or work experience

LI-YX- Canadian Tire and its family of companies are boldly shaping retail in Canada and we continue to deliver a positive experience for our customers.

As one of the most trusted brands in Canada, our employees take pride in the work we do across the country.

It's more than the iconic triangle that keeps our employees around.

From benefits and perks, to learning and development opportunities, to our commitment to Jumpstart - these are some of the many reasons why Canadian Tire Corporation is one of _Canada's Best Managed Companies _.