Service Assurance Analyst, Incident
3 days ago
Manage major incidents and drive swift resolution to minimize business impact, ensuring compliance with established service standards and security practices.
Nutrien is a leading provider of crop inputs and services, guided by a culture of care and core values: safety, inclusion, integrity, and results. Our purpose is to Feed the Future, making a positive impact on the world.
We operate a world-class network of production, distribution, and ag retail facilities, serving growers' needs and striving for a more profitable, sustainable, and secure future for all stakeholders.
This role reports to the Supervisor, Service Assurance - Incident.
Key Responsibilities:
- Facilitate and drive major incidents to ensure timely and effective resolution, minimizing business impact.
- Proactively mitigate critical situations and prevent major incidents to safeguard business continuity.
- Champion and monitor the execution of quality methods and procedures in managing incidents, ensuring efficient service restoration and minimal disruption.
- Act as the primary point of contact for all major incidents, driving swift resolution through coordination with relevant stakeholders and technical teams.
- Oversee the end-to-end delivery of incident management services, ensuring compliance with established service standards and security practices.
- Collaborate closely with internal teams and external service partners to resolve critical incidents and restore services within agreed service levels.
- Communicate with all relevant stakeholders to provide timely updates on incident management status, progress, and resolutions.
- Ensure that all incidents are properly documented, reported, and escalated when necessary, maintaining clear and concise communication between business and vendor teams.
- Provide on-call support for after-hours incidents as needed, ensuring prompt response and resolution.
- Document and write up the Incident Summary Report (ISR) following a major incident, and hand it off to the Problem Management team for further analysis and follow-up.
Service Improvement in Incident Management:
- Provide input to IT leadership on short-term and long-term portfolio planning to minimize business disruptions and improve incident response times.
- Collaborate with Vendor Management to ensure that service requirements and SLAs are aligned with incident management goals.
- Promote a culture of business-focused outcomes, consistently working with IT support teams to lead the resolution of high and critical incidents.
Key Requirements:
- College diploma or university degree in business administration, information systems, or a related field, or equivalent experience.
- 3-5 years of related experience.
- Significant experience in major incident management within large enterprises, preferably with hands-on experience in ServiceNOW and ITIL frameworks.
- Demonstrated expertise in leading major incidents, including crisis management and SWAT initiatives.
- Exceptional leadership, coaching, and conflict resolution abilities, with the power to influence teams decisively, guiding them towards positive outcomes and fostering strong, collaborative relationships.
- Strong analytical and problem-solving skills, with a pragmatic approach to incident resolution.
- Excellent communication skills, including the ability to write clearly and succinctly across a variety of communication settings and styles.
- Proven ability to organize and plan effectively to meet both short- and long-term objectives, with a strong focus on incident management excellence.
- Ability to build positive working relationships across all levels within the organization and externally with partners, fostering trust and collaboration.
- Experience working with large-scale environments with complex, matrixed organizations.
- Ability to operate independently, with a strong focus on delivering results in high-pressure situations.
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Calgary, Alberta, Canada Nutrien Ag Solutions Limited Full timeJob Title: Service Assurance Analyst, IncidentNutrien Ag Solutions Limited is a leading provider of crop inputs and services, making a positive impact on the world. Our purpose, Feeding the Future, drives our daily work. We're guided by our culture of care and core values: safety, inclusion, integrity, and results. When we say we care, we mean it. We're...
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Calgary, Alberta, Canada Nutrien Ag Solutions Limited Full timeJob Title: Service Assurance Analyst, IncidentNutrien Ag Solutions Limited is a leading provider of crop inputs and services, making a positive impact on the world. Our purpose, Feeding the Future, drives our daily work. We're guided by our culture of care and core values: safety, inclusion, integrity, and results. When we say we care, we mean it. We're...
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Calgary, Alberta, Canada Nutrien Full timeJob SummaryNutrien is a leading provider of crop inputs and services, and our business results make a positive impact on the world. Our purpose, Feeding the Future, is the reason we come to work each day. We're guided by our culture of care and our core values: safety, inclusion, integrity, and results. When we say we care, we mean it. We're creating an...
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Calgary, Alberta, Canada Nutrien Full timeJob SummaryNutrien is a leading provider of crop inputs and services, and our business results make a positive impact on the world. Our purpose, Feeding the Future, is the reason we come to work each day. We're guided by our culture of care and our core values: safety, inclusion, integrity, and results. When we say we care, we mean it. We're creating an...
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Calgary, Alberta, Canada Nutrien Full timeJob SummaryNutrien is a leading provider of crop inputs and services, and our business results make a positive impact on the world. Our purpose, Feeding the Future, is the reason we come to work each day. We're guided by our culture of care and our core values: safety, inclusion, integrity, and results. When we say we care, we mean it. We're creating an...
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