Problem Management Analyst, Canadian Tire

3 weeks ago

Toronto, Canada CT Corporation Full time

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**
- Bachelor’s degree in Computer Science or a related technical discipline or the equivalent combination of education, technical certifications/training, or work experience
- Minimum 5 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
- 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
- Demonstrated ability to handle multiple tasks under pressure to meet deadlines
- 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

LI-GS1

**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.

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