Service Assurance Analyst, Incident

2 months ago

Calgary, Canada Nutrien Ag Solutions Limited Full time

Nutrien 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 inclusive workplace where everyone feels safe, has a sense of belonging, trusts one another, and acts with integrity.

Through the collective expertise of our nearly 26,000 employees, we operate a world-class network of production, distribution, and ag retail facilities. We efficiently serve growers' needs and strive to provide a more profitable, sustainable, and secure future for all stakeholders. Help us raise the expectation of what an agriculture company can be and grow your career with Nutrien.

This position reports to the Supervisor, Service Assurance - Incident.

What you will do:

  1. Major Incident Management: Facilitate & drive major incidents to ensure timely and effective resolution, ensuring minimal business impact.
  2. SWAT Process: Facilitate & drive SWAT activities - proactively mitigating critical situations and preventing major incidents to safeguard business continuity.
  3. Champion & monitor the execution of quality methods and procedures in managing incidents, ensuring that services are restored efficiently, and business disruption is minimized.
  4. Act as the primary point of contact for all major incidents, driving swift resolution through coordination with relevant stakeholders and technical teams.
  5. Oversee the end-to-end delivery of incident management services on a day-to-day basis, ensuring compliance with established service standards and security practices.
  6. Collaborate closely with internal teams and external service partners to resolve critical incidents and restore services within agreed service levels.
  7. Communicate with all relevant stakeholders to provide timely updates on incident management status, progress, and resolutions.
  8. Ensure that all incidents are properly documented, reported, and escalated when necessary, maintaining clear and concise communication between business and vendor teams.
  9. Ability to provide On-Call support for after-hours incidents as needed, ensuring prompt response and resolution.
  10. Incident Documentation: 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:

  1. Provide input to IT leadership on short-term and long-term portfolio planning to minimize business disruptions and improve incident response times.
  2. Collaborate with Vendor Management to ensure that service requirements and SLAs are aligned with incident management goals.
  3. Promote a culture of business-focused outcomes, consistently working with IT support teams to lead the resolution of high and critical incidents.

Governance:

  1. Ensure compliance with service level agreements related to incident management.
  2. Review and approve service delivery performance through agreed metrics and service levels, focusing on continuous improvement in incident handling.
  3. Identify and prioritize service level deficiencies in incident management processes, ensuring that improvement opportunities are addressed.

What you will bring:

  1. College diploma or university degree in business administration, information systems, or a related field, or equivalent experience.
  2. 3-5 years of related experience.
  3. Significant experience in Major Incident Management within large enterprises, preferably with hands-on experience in ServiceNOW and ITIL frameworks.
  4. Demonstrated expertise in leading major incidents, including crisis management and SWAT initiatives.
  5. Exceptional leadership, coaching, and conflict resolution abilities, with the power to influence teams decisively, guiding them towards positive outcomes and fostering strong, collaborative relationships.
  6. Strong analytical and problem-solving skills, with a pragmatic approach to incident resolution.
  7. Excellent communication skills, including the ability to write clearly and succinctly across a variety of communication settings and styles.
  8. Proven ability to organize and plan effectively to meet both short- and long-term objectives, with a strong focus on incident management excellence.
  9. Ability to build positive working relationships across all levels within the organization and externally with partners, fostering trust and collaboration.
  10. Experience working with large-scale environments with complex, matrixed organizations.
  11. Ability to operate independently, with a strong focus on delivering results in high-pressure situations.

Ready to make an impact with us? Apply today

The estimated salary that Indeed, Glassdoor and LinkedIn lists does not represent Nutrien's compensation structure. Nutrien is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

This job will remain posted until filled. In accordance with Nutrien policies, you will be required to undergo a background check, and may be required to undergo a substance test. While we appreciate all applications we receive, only candidates under consideration will be contacted.

Our Recruitment Process: Application > Resume Review > Pre-screen/Interview > Offer > Pre-Employment Conditions > Welcome to Nutrien.

At Nutrien, we never stop growing, because our world never does. Our size can help us weather a storm, but with that ability comes a great responsibility—to our growers and customers, our employees and shareholders, our communities, and the planet.

#J-18808-Ljbffr

  • Service Assurance Analyst, Incident Management

    2 months ago

    Calgary, Alberta, Canada Nutrien Ag Solutions Limited Full time

    Job SummaryNutrien Ag Solutions Limited is seeking a highly skilled Service Assurance Analyst, Incident to join our team. As a key member of our Service Assurance team, you will be responsible for facilitating and driving major incidents to ensure timely and effective resolution, minimizing business impact.Key ResponsibilitiesMajor Incident Management:...

  • Service Assurance Analyst, Incident Management

    2 months ago

    Calgary, Alberta, Canada Nutrien Ag Solutions Limited Full time

    Job 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...

  • Service Assurance Analyst, Incident Management

    2 months ago

    Calgary, Alberta, Canada Nutrien Ag Solutions Limited Full time

    Job 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...

  • Incident Manager

    3 weeks ago

    Calgary, Canada Rogers Communications Full time

    Our company was built on the dream of a pioneering entrepreneur, and that spirit continues to empower our work with businesses across Canada today. The Rogers Business team helps organizations of all sizes adapt, scale, and win with network services and other innovative technology solutions that are reliable, secure, and scalable. These solutions are built...

  • Incident Management Specialist

    1 month ago

    Calgary, Canada Cenovus Energy Full time

    Worker Type: Employee Group: Incident Management and Data Analytics Department Job Post End Date: 10/30/2024 About this opportunity: The Incident Management Specialist is accountable for providing technical and functional leadership in Health & Safety with a strong focus on improving incident management systems and human and organizational performance...

  • Incident Management Specialist

    4 weeks ago

    Calgary, Alberta, Canada Cenovus Energy Inc. Full time

    About this OpportunityThe Incident Management Specialist is a key role within Cenovus Energy Inc.'s Health and Safety team, responsible for providing technical and functional leadership in improving incident management systems and human and organizational performance (HOP). The incumbent will champion the implementation of Health and Safety processes aligned...

  • Incident Management Specialist

    4 weeks ago

    Calgary, Alberta, Canada Cenovus Energy Inc. Full time

    About this OpportunityThe Incident Management Specialist plays a critical role in providing technical and functional leadership in Health & Safety, with a strong focus on improving incident management systems and human and organizational performance (HOP). This position is accountable for championing the implementation of Health & Safety processes aligned...

  • Incident Management Specialist

    4 weeks ago

    Calgary, Alberta, Canada Cenovus Energy Inc. Full time

    About this OpportunityThe Incident Management Specialist plays a critical role in providing technical and functional leadership in Health & Safety, with a strong focus on improving incident management systems and human and organizational performance (HOP). This position is accountable for championing the implementation of Health & Safety processes aligned...

  • Incident Management Specialist

    4 weeks ago

    Calgary, Alberta, Canada Cenovus Energy Inc. Full time

    About this OpportunityThe Incident Management Specialist plays a critical role in providing technical and functional leadership in Health & Safety, with a strong focus on improving incident management systems and human and organizational performance (HOP). This position is accountable for championing the implementation of Health & Safety processes aligned...

  • Incident Manager

    3 weeks ago

    Calgary, Canada Rogers Full time

    Incident Manager Our company was built on the dream of a pioneering entrepreneur, and that spirit continues to empower our work with businesses across Canada today. The Rogers Business team helps organizations of all sizes adapt, scale, and win with network services and other innovative technology solutions that are reliable, secure, and scalable. These...

  • Incident Manager

    2 weeks ago

    Calgary, Canada Rogers Full time

    Incident Manager Our company was built on the dream of a pioneering entrepreneur, and that spirit continues to empower our work with businesses across Canada today. The Rogers Business team helps organizations of all sizes adapt, scale, and win with network services and other innovative technology solutions that are reliable, secure, and scalable. These...

  • Incident Manager

    2 weeks ago

    Calgary, Canada Rogers Full time

    Incident Manager Our company was built on the dream of a pioneering entrepreneur, and that spirit continues to empower our work with businesses across Canada today. The Rogers Business team helps organizations of all sizes adapt, scale, and win with network services and other innovative technology solutions that are reliable, secure, and scalable. These...

  • Incident Manager

    1 week ago

    Calgary, Canada Rogers Full time

    Incident Manager Our company was built on the dream of a pioneering entrepreneur, and that spirit continues to empower our work with businesses across Canada today. The Rogers Business team helps organizations of all sizes adapt, scale, and win with network services and other innovative technology solutions that are reliable, secure, and scalable. These...

  • Incident Manager

    3 weeks ago

    Calgary, Canada Rogers Communications Full time

     Our company was built on the dream of a pioneering entrepreneur, and that spirit continues to empower our work with businesses across Canada today. The Rogers Business team helps organizations of all sizes adapt, scale, and win with network services and other innovative technology solutions that are reliable, secure, and scalable. These solutions are built...

  • Global Service Desk Analyst

    1 month ago

    Calgary, Alberta, Canada Long View Systems Full time

    Join Our Team as a Global Service Desk AnalystWe are seeking a highly skilled and motivated Global Service Desk Analyst to join our team at Long View Systems. As a key member of our Integrated Global Services team, you will play a critical role in delivering exceptional customer service and support to our clients across the globe.About the RoleAs a Global...

  • Global Service Desk Analyst

    1 month ago

    Calgary, Alberta, Canada Long View Systems Full time

    Join Our Team as a Global Service Desk AnalystWe are seeking a highly skilled and motivated Global Service Desk Analyst to join our team at Long View Systems. As a key member of our Integrated Global Services team, you will play a critical role in delivering exceptional customer service and support to our clients across the globe.About the RoleAs a Global...

  • Incident Management Specialist

    4 weeks ago

    Calgary, Alberta, Canada Cenovus Energy Inc. Full time

    Incident Management Specialist required to provide technical and functional leadership in Health & Safety, improving incident management systems and human and organizational performance. The successful candidate will partner with line leaders to provide mentorship and enhance understanding of incident management processes, strengthening investigation...

  • Quality Assurance Analyst

    3 weeks ago

    Calgary, Alberta, Canada Attabotics Inc. Full time

    About AttaboticsAttabotics is a pioneering company that has revolutionized the supply chain industry with its 3D robotics system. We're seeking a highly skilled Quality Assurance Analyst to join our team and contribute to the development of our innovative solutions.The RoleWe're looking for a detail-oriented and analytical individual to drive the overall...

  • Intermediate Analyst

    3 weeks ago

    Calgary, Canada WestJet Full time

    Overview of role:   The Intermediate Analyst is responsible for being a technical resource within the IT – Reservation Platforms team with a focus on supporting various commercial technology systems including the core reservation, departure control and associated airline systems.   Being a part of an operational pod, the intermediate...

  • Quality Assurance Analyst

    3 months ago

    Calgary, Canada City of Calgary Full time

    If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, joinThe City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work-life balance, promote physical and psychological safety, and offer...