Senior Business Systems Analyst, Service Delivery

Kal Tire; Vernon; On-site; CAD 88,000 - 103,000; Full time

Job summary

Kal Tire is seeking a Senior Business Systems Analyst to improve their IS Service Desk operations in Vernon, BC. The role includes project management across various IS teams, focusing on vendor management and continuous service improvement. Ideal candidates should have a solid background in systems within an enterprise setting and a passion for customer service.

Benefits

Competitive salary

Comprehensive health, dental, and vision benefits

RRSP/DPSP matching program

Discounts on tires and mechanical services

Employee Assistance Program

Career development opportunities

Qualifications

• Minimum 5 years’ experience in an enterprise environment.
• Experience in a customer service-related position is required.
• Evening and occasional weekend work may be needed.

Responsibilities

• Manage vendor partnerships to optimize Service Desk operations.
• Focus on continuous improvement to enhance team member satisfaction.
• Develop organized project plans for timely procurement.

Skills

Customer service experience

ITIL processes

Microsoft Power BI

Scripting tools (Powershell)

Data analysis

Education

Post-secondary graduate in computer science

Tools

Excel

Splunk

Job description

Senior Business Systems Analyst, Service Delivery

Vernon, BC

Role Description

The Senior Business Systems Analyst (BSA) ensures that Kal Tire’s Information Services (IS) Service Desk operates efficiently and effectively. This is achieved through continuous improvement of Service Desk processes, documentation, reporting, and project management, with a focus on building and evolving self-service capabilities for team members.

In addition to supporting day-to-day Service Desk operations, the Senior BSA also provides project management and functional support across other key areas of the Service Delivery team, including IS Purchasing, Telecom, and Kal Tire location technology projects.

As part of Service Desk responsibilities, the Senior BSA represents the team on the IS Change Advisory Board (CAB), participates in the operational handover of new systems and technologies, and supports the team during major incidents.

Responsibilities

• Manage key vendor partnerships to ensure effective operation of the Service Desk and IS Purchasing.
• Focus on continuous improvement within the Service Desk to deliver a high level of team member satisfaction, following documented SOPs to ensure quick resolution and quality service.
• Identify and report on key Service Desk performance metrics. Create and present service level and ticket reports to IS leaders, enabling effective monitoring of service quality.
• Review IS processes with a consistent focus on improving incident, problem, major incident, and critical issue management.
• Act as a champion for service excellence by promoting IS support processes and identifying opportunities for improvement.
• Oversee the Knowledge Management lifecycle, including creating Knowledge Base articles and training other IS teams on article creation and maintenance.
• Identify and implement opportunities to improve team member satisfaction.
• Manage IS projects for Canadian field locations (stores, warehouses, retread facilities), including new store openings, acquisitions, and renovations.
• Represent all IS teams to ensure technology requirements are identified and expectations are met. Collaborate with internal teams and external partners.
• Develop organized project plans, task lists, milestones, and phases to coordinate procurement and implementation activities for on-time delivery.
• Represent the Service Desk and advocate for Kal Tire team members during IS CAB meetings and project transitions.
• Lead or contribute to projects, ensuring Service Desk requirements are clearly defined and addressed.
• Author reports using Microsoft Power BI to analyze data and support departmental service management KPIs.
• Establish and maintain strong working relationships with vendors, service providers, IS teams, and Service Desk stakeholders.

Job Requirements

• Minimum 5 years’ systems / applications experience in an enterprise environment
• Experience in a customer service-related position
• Experience with ITIL-based systems, processes, and tools
• Experience creating complicated excel worksheets and reports
• Experience with scripting tools such as Powershell
• Experience with reporting tools: Power BI, Splunk

Special Requirements

• Post-secondary graduate with a degree, diploma or certificate in computer science or equivalent combination of education, training and experience.
• Evening and occasional weekend work may be required.

Why Join Kal Tire?

At Kal Tire, we’re more than a tire company. We’re a proudly Canadian, family-owned business with over 70 years of history, deeply embedded in our communities, and committed to the people who power our success. When you join our team, you’ll find:

• A competitive salary between $88,270–$102,640, depending on experience
• Comprehensive health, dental, and vision benefits for full- and part-time permanent team members
• A group RRSP/DPSP matching program to help you plan for the future
• Access to discounts on tires and mechanical services
• Support for your well-being through our Employee Assistance Program
• A positive, inclusive workplace where you’ll feel a sense of belonging
• Career development opportunities, including mentorship, internal growth paths, and tuition reimbursement

Join a growing organization where innovation, community, and opportunity come together. Apply today and help us shape the future of Information Services team at Kal Tire.

To be considered for this position, candidates must be legally eligible to work in Canada. A Canadian Criminal Record Check may be required as part of the final hiring process.