Senior Problem Management Analyst

What you'll do

Reporting to the IT Service Management Operations Manager, the Senior Problem Management Analyst is responsible for effectively executing IT problem investigations as well as contributing to the handling, delivery and sustainability of the Problem Management process throughout Canadian Tire IT. In addition, this position requires managing and coordinating relationships throughout Canadian Tire IT and with complementary business partners.

• Manage, lead and coordinate problem investigations with a focus on root cause identification and prevention of the replication of incidents across the enterprise

• Develop and drive SWOT opportunities for reoccurring incidents

• Produce problem management executive summaries and reports

• Develop and maintain excellent working relationships and communications with IT customers and with IT service delivery groups

• Manage high profile/sensitive investigations and act as senior consultant on problem investigations

• Serve as point of escalation and act as a Problem Management consultant for other teams

• Participate in onboarding new team members, including developing and documenting new member onboarding procedures

• Help drive Problem Management processes, development, and improvement initiatives

• Contribute to ServiceNow sprints and testing for Problem Management modules

• Assist with process reporting templates, including updating/creating new processes as required

What you bring

• Minimum 8 years of experience in IT Service Management, with a focus on risk mitigation and root cause identification

• Minimum 2-3 years of experience in problem management

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

• Ability to drive technical calls towards root cause identification

• Excellent communication skills; both verbal and written

• Experience with data analysis and manipulation using tools such as Power BI and ServiceNow

• Experience developing executive level reporting/scorecard decks

• Ability to deliver information to an executive audience

• Demonstrated ability to handle multiple tasks under pressure to meet deadlines

• Ability to communicate technical information to non-technical users; extensive IT knowledge and a demonstrated ability to keep pace with rapidly changing technology

• Demonstrated ability to think strategically, weigh risks, and apply sound judgment to problem solving

• Ability to negotiate and implement change

• Knowledge of Canadian Tire environment and inter-related business units are a definite asset

• ITIL v4 Certification preferred

Hybrid

We value flexibility. We have adopted a hybrid work model whereby employees use a combination of working in office and virtually in service of outcomes. Each leader is empowered to decide what work is best achieved in person based on the unique needs of their team.

About Us

Canadian Tire Corporation, Limited ("CTC") is one of Canada's most admired and trusted companies. With more than 90 Owned Brands, 1,700 retail locations, financial services, exemplary e-commerce capabilities, and exciting market-leading merchandising strategies. We dream big and work as one to innovate with purpose for our customers at every level of our business, investing in new technologies and products, and doubling down on top talent to drive the company forward. We offer competitive salaries and wages to CTC employees, as well as store discounts, supported learning through our Triangle Learning Academy, Canadian Tire Profit Sharing, and retirement and savings programs for eligible employees. As part of our enhanced flex benefits program, we offer mental health benefits in the amount of $5,000 per year for benefits-eligible employees and their families, including total well-being, and mental health tools and resources for all employees. Join us in helping to make life in Canada better through living and working our Core Values: we are innovators and entrepreneurs at our core, outcomes drive us, inclusion is a must, we are stronger together and we take personal responsibility. It is an especially exciting time to join CTC and its family of companies where career opportunities are wide-ranging! Join us, where there's a place for you here.

Our Commitment to Diversity, Inclusion and Belonging

We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better.

Accommodations

We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.