Senior Business Systems Analyst-Service Delivery

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

Job summary

Kal Tire seeks a Senior Business Systems Analyst to enhance the efficiency of the Information Services Service Desk. The role encompasses project management, process improvements, and collaboration with technology vendors. Candidates should have a minimum of 5 years in a systems/application environment, with competencies in customer service and ITIL systems. The successful candidate will enjoy a competitive salary and comprehensive benefits, alongside opportunities for career development.

Benefits

Comprehensive health, dental, and vision benefits

Group RRSP/DPSP matching program

Employee Assistance Program

Career development opportunities

Access to discounts on tires and mechanical services

Qualifications

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

Responsibilities

• Manage vendor partnerships and improve Service Desk operations.
• Identify and report on Service Desk performance metrics.
• Lead and contribute to IS projects and ensure requirements are met.

Skills

Customer service

ITIL

Data analysis

Project management

Education

Post-secondary degree/diploma/certificate in computer science

Tools

Microsoft Power BI

Powershell

Splunk

Excel

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. Please note this role will be based in our Vernon, BC location.
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.