L2 Analyst

FGL Sports; Toronto; On-site; CAD 64,000 - 106,000; Full time

Benefits offered by this job

Comprehensive benefits

Retirement programs

Performance incentives

Continuing Education Programs

Product discounts

Job summary

FGL Sports is hiring for an IT Service Management professional to provide second-level store application support and drive problem resolution. You will coordinate with vendors, manage incidents and problems, and ensure SLA adherence while communicating clearly with stakeholders.

The role requires strong data analytics, cross-functional collaboration, and experience with ITSM tools like ServiceNow, Jira, and Confluence. ITIL knowledge and cloud certifications are a plus.

Qualifications

• 5+ years in ITSM or 5-10 years IT environment experience.
• Diploma or degree in computer science, IT, or related field.
• Strong incident & problem management capabilities.
• Proven stakeholder management and cross-functional leadership.
• Ability to influence outcomes without authority; data-driven storytelling.
• Experience with L2/L3 support and production/DevOps environments.
• Experience with ServiceNow, Jira and Confluence is an asset.
• Knowledge of observability, SRE practices, ITIL 4 foundations an asset.
• Azure and/or AWS certifications are a plus.

Responsibilities

• Provide second-level support for store applications and monitor performance.
• Troubleshoot and resolve issues promptly; document activities & update KB.
• Coordinate with Vendor to meet SLAs; report KPIs and review metrics.
• Lead incident & problem management activities; perform RCA and action plans.
• Attend vendor meetings; facilitate cross-team communication for resolution.
• Participate in on-call rotation and after-hours support when needed.

Skills

Incident Management

Problem Management

Stakeholder management

Data analysis

Technical troubleshooting

L2/L3 application support

Cross-functional collaboration

Education

CS/IT degree or diploma

Tools

ServiceNow

Jira

Confluence

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.

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 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 recruitme