Problem Management Analyst

4 weeks ago

Toronto, Canada CT Corporation Full time

**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 non-technical 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 inter-related 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-YX1
- 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 _. _
- To learn more about this team and the Canadian Tire family of companies follow us on _LinkedIn _. _

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