L2 Analyst

Canadian Tire; Calgary; On-site; CAD 64,000 - 106,000; Full time

Benefits offered by this job

Benefits & retirement programs

Incentives

Continuing education programs

Product discounts

Job summary

Canadian Tire Corporation, Limited (CTC) is seeking an experienced IT Service Management professional to lead incident and problem management, vendor coordination, and cross-functional collaboration across store IT operations. The role emphasizes data-driven reporting, SLA adherence, and proactive problem resolution.

Applicants should have 5+ years ITSM experience, relevant technical education, and the ability to influence outcomes without direct authority.

Qualifications

• 5+ years of ITSM experience in IT environments.
• Diploma or degree in computer science, information technology, computer engineering, or related discipline.
• Strong incident and problem management skills with cross-functional coordination.
• Proven track record with stakeholders and leading teams or projects.
• Ability to influence outcomes without direct authority and collaborate across teams.

Responsibilities

• Provide second-level support for store applications and resolve issues promptly.
• Coordinate with the Vendor to meet SLAs and improve performance metrics.
• Identify recurring issues and perform root cause analysis with cross-functional teams.
• Manage incidents, communicate status, and conduct post-incident reviews.
• Participate in on-call support and ensure smooth vendor collaboration.

Skills

ITSM experience

Incident Management

Problem Management

Stakeholder management

Cross-functional leadership

Data analysis

Influence without authority

Education

Diploma or degree in CS/IT/CE

Tools

ServiceNow

Jira

Confluence

Azure

AWS

Job description

What 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 systems

Vendor 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.
• Strong 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 discounts

Broadband Salary Range:

$64,000 – $106,000. Ourtypical hiring rangeis 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 alignment with market rate and conditions and the unique value you bring to the role.

This posting represents an existing vacancy within our organization.

We may use artificial intelligence tools as part of our recruitment process to assist in the initial screening of resumes. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters.

About Us

Canadian Tire Corporation, Limited ("CTC") is one of Canada’s most admired and trusted companies.With more than 90 Owned Brands, over 1,600 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.

Accommodations

We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.