Analyst, Service Management (Fixed Term - 12 Months)

2105 The TDL Group Corp./ Groupe TDL Corporation; Toronto; On-site; CAD 65,000 - 75,000; Full time

Benefits offered by this job

Parental leave

Telemedicine

Mental wellness support

Onsite collaboration

Job summary

Restaurant Brands International Inc. in Ontario seeks an Analyst, Service Management to support the GBS Excellence Program and the performance management framework for GBS operations.

The Analyst will monitor operational performance across GBS, focusing on the Restaurant Support Tower, identifying insights and driving continuous process improvements through automation opportunities. RBI follows a 5-day in-office work schedule; the successful candidate will work onsite 5 days per week.

Qualifications

• Bachelor's degree in Business, Information Systems, Engineering, or related field.
• Experience in business analysis, process improvement, or service management.
• Proficient in AI-driven automation with ChatGPT/Claude and Power Automate.
• Experience with Snowflake, Smartsheet, and ERP systems like SAP.
• Strong data analysis and ability to translate data into insights.

Responsibilities

• Support day-to-day execution of the GBS Excellence Program.
• Collaborate with Senior Analyst to align tower performance with governance.
• Manage routines: audits, performance monitoring in Freshdesk, dashboards, and meetings.
• Conduct data analysis to identify opportunities for service delivery improvement.
• Drive automation and change management using available tools.
• Engage with stakeholders to co-create solutions and present findings.

Skills

AI automation

Data analysis

Cross-functional collaboration

Project management

Continuous improvement

Self-starter

Education

Bachelor's degree in Business/Information Systems/Engineering

Tools

Freshdesk

Power Platform

Excel

Snowflake

Smartsheet

SAP ERP

Job description

Ready to make your next big professional move? Join us on our journey to achieve our big dream of building the most loved restaurant brands in the world. Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories. RBI owns four of the world's most prominent and iconic quick service restaurant brands - TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities. RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.

RBI is seeking an Analyst, Service Management to join our team in support of our Global Business Services ("GBS") organization. This role is responsible for supporting the execution and management of the GBS Excellence Program, RBI's performance management framework for GBS operations.

The Analyst will help monitor and evaluate operational performance across GBS, with a particular focus on the newly established Restaurant Support Tower. Leveraging GBS performance data, the Analyst will identify insights and opportunities to drive continuous process improvement initiatives through process reengineering, stakeholder collaboration, and automation opportunities.

RBI follows a 5 day, in-office work schedule to support collaboration. Successful candidates will be expected to work onsite 5 days per week.

Key Responsibilities

• Support the day-to-day execution of the GBS Excellence Program.
• Partner closely with the Senior Analyst, Service Management, to ensure tower performance feeds into the broader Excellence Program governance.
• Manage routines, including operational audits, performance monitoring within RBI's request management platform (Freshdesk), maintenance of performance dashboards, and facilitation of tower leadership meetings and workshops.
• Conduct data analysis to extract operational insights and identify opportunities for service delivery enhancement across the GBS organization.
• Drive continuous process improvement, automation, and change management initiatives by leveraging tools such as ChatGPT, Claude, Microsoft Power Platform, RBI's ERP systems, Snowflake, Smartsheet, etc.
• Engage with GBS operational towers and other stakeholders to co-create solutions, present performance findings and recommendations, and facilitate cross-functional collaboration.

Qualifications

• Bachelor's degree required; fields such as Business, Information Systems, Engineering, or a related discipline are preferred.
• Relevant experience in business analysis, process improvement, service management, or a related field a plus.
• Proficient in AI-driven automation via ChatGPT/Claude, Microsoft Power Automate, Advanced Excel, and other Microsoft Office Suite applications.
• Experience with Snowflake, Smartsheet, and enterprise systems such as ERP platforms (e.g., SAP) is considered an asset.
• Strong data analysis skills with the ability to translate data into actionable business insights and recommendations.
• Demonstrated ability to work effectively with cross-functional stakeholders at various organizational levels.
• Self-starter with a continuous improvement mindset and strong project management skills.

This posting is for a position that will become vacant on or around January 15, 2027.

For candidates based in Ontario, the expected salary range is: $65,000 -$75,000 CAD. Base salary for this position may vary based on relevant factors such as experience, education, location, and skills.

Benefits

Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.

Equal Opportunity and Diversity Statement

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment.

Accommodation is available for applicants with disabilities upon request.

Looking for high impact work in a fast paced and ever changing environment? Then you have come to the right place. RBI is consistently looking for individuals with a passion to learn and desire to make change.

RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.