L2 Analyst# Careers## L2 AnalystApply: Toronto, ON: Calgary, AB: Full time: Posted Yesterday: End Date: November 13, 2026 (12 days left to apply): JR167134What you’ll do:Store Application Support:* Provide second-level support for store applications.
* Troubleshoot and resolve issues related to store applications in a timely manner.
* Monitor application performance and ensure optimal functionality.
* Document all support activities and update knowledge base regularly.
* Advise on and occasionally contribute to monitoring / SRE platforms and systemsVendor Coordination:* Act as the primary point of contact for the Vendor.
* Coordinate with Vendor to ensure they are meeting service level agreements (SLAs) and working efficiently.
* Report on and contribute to measuring KPIs, i.e., "measuring the success of the team".
* Attend scheduled regular meetings with Vendor to review performance metrics and address any concerns.
* Facilitate communication between internal teams and Vendor for seamless collaboration.
* Provide necessary support to the Vendor by offering relevant information, access, and resources needed for efficient issue resolution.
* Assist in setting up processes for effective Vendor support and ensure compliance with agreed-upon procedures.
* Monitor Vendor performance and provide feedback to drive continuous improvement.
* Occasionally negotiate support processes and agreements between L2 and other support teams within IT and business.Problem Management:* Identify recurring issues and perform root cause analysis to prevent future occurrences.
* Develop and implement action plans to address underlying problems.
* Collaborate with cross-functional teams to develop long-term solutions.
* Maintain problem management records and track progress.
* Analyze,



summarize and report on problem metrics for the purpose of presentation.
* Influence outcomes and decisions without authority.
* Develop and maintain relationships with Product Owners and Business Partners.Incident Management:* Manage and prioritize incidents reported by store staff.
* Ensure timely resolution of incidents in accordance with SLAs.
* Communicate incident status and updates to relevant stakeholders.
* Conduct post-incident reviews to identify areas for improvement.
* Analyze, summarize and report on (major) incidents for the purpose of presentation.On-Call Support:* There may be an on-call component, TBD.
* Be available for after-hours on-call support as needed to address urgent issues or incidents affecting store operations.What you bring:* 5+ years of Information Technology Service Management (ITSM) experience and/or 5–10 years of experience working in an IT environment.
* Diploma or degree from an accredited technical institution in computer science, information technology, computer engineering, or a related discipline.
* Strong experience with Incident Management and Problem Management, including incident triage, root cause investigation, problem resolution, and coordination across technical teams.
* Proven track record of stakeholder management and leading teams, projects, or cross-functional initiatives.
* Demonstrated ability to influence outcomes and decisions without direct authority, working collaboratively across technical teams, vendors,



Product Owners, and business stakeholders.
* Robust data analysis, reporting, and presentation skills, with the ability to identify trends and build a clear narrative from Incident, Problem, SLA, and operational performance data for management audiences.
* Strong technical troubleshooting skills, with the ability to correlate symptoms across applications, databases, networks, servers/infrastructure, integrations, middleware, and business processes to isolate potential causes.
* Experience in L2/L3 application support, production support, DevOps, IT operations, infrastructure, or a similar technical support environment is highly beneficial.
* Experience supporting Retail Technology is considered an asset.
* Experience with ITSM and collaboration platforms such as ServiceNow, Jira, and Confluence is an asset.
* Experience with application monitoring, observability, or SRE practices and tooling is considered an asset.
* ITIL 4 Foundation certification is considered an asset.
* ServiceNow training or certification is considered an asset.
* Microsoft Azure and/or AWS certification is considered an asset.
We’re always looking for great talent In addition to competitive pay,

we offer
* Comprehensive benefits and retirement programs
* Performance incentives, Continuing Education Programs
* Other perks to support your well-being
* Career growth opportunities and product discountsBroadband Salary Range: $64,000 – $106,000. Our typical *hiring range*is between $64,000 and $85,000. Salary decisions are also dependent on other factors such as your experience, industry benchmarks, internal equity and other role-specific requirements. For critical roles, the compensation offering will be reviewed to ensure a

📌 TRAINING AND CONTRACT ANALYST (Canada)
🏢 Canadian Tire Financial Services
📍 Canada