Lead incident and problem management for store technology as an L2 Analyst in Toronto or Calgary, with full-time responsibilities across technical teams.
You will prioritize incidents, investigate root causes, and develop action plans for lasting resolution. This analyst also reports on incident, problem, SLA, and operational performance data. Strong stakeholder management, presentation, and influence skills support collaboration with vendors, Product Owners, and business stakeholders.
Key Responsibilities: Manage and prioritize incidents reported by store staff
Ensure timely resolution according to service level agreements
Conduct root cause analysis for recurring issues
Develop action plans addressing underlying problems
Present incident and problem metrics to management
Requirements: Five or more years of ITSM experience
Robust incident triage and problem resolution experience
Ability to influence decisions without direct authority
Strong data analysis, reporting, and presentation skills
Experience coordinating technical teams and stakeholders
Bring incident triage, root cause investigation, and analytical reporting skills to improve store technology service outcomes.

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📌 ITSM Incident Problem Management Analyst (Ontario)
🏢 Canadian Tire Financial Services
📍 Ontario