Senior Problem Management Analyst
1 month ago
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.
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