Service Center Analyst & SME (Hybrid)

Sobeys; Stellarton; Hybrid; CAD 65,000 - 90,000; Full time

Job summary

Sobeys is seeking a Service Centre Analyst to join our Stellarton team. The role entails handling escalations, mentoring analysts, acting as SME for supported systems, and driving service improvements.

Based in Stellarton, NS, the position emphasizes onboarding, knowledge base development, and collaboration with technical teams to enhance service delivery. The role supports ongoing learning and teamwork in a hybrid environment.

Qualifications

• Undergrad degree or DEC with 4+ years relevant experience.
• Experience with troubleshooting principles, methodologies, and issue resolution techniques.
• Ability to develop and interpret technical documentation.

Responsibilities

• Serve as escalation point for complex, high-impact incidents.
• Mentor, coach, and provide technical guidance to Service Centre Analysts.
• Assist with onboarding and training of new team members.
• Act as SME for supported systems, applications, and business processes.
• Analyze incident trends and recommend service improvements.
• Develop, maintain, and enhance knowledge base documentation and support procedures.
• Collaborate with technical teams, vendors, and business partners to resolve issues and improve service delivery.
• Participate in problem management, root cause analysis, and continuous improvement initiatives.
• Support quality assurance by reviewing tickets and ensuring adherence to standards.
• Lead or contribute to departmental projects, system implementations, and service transitions.
• Provide operational support through reporting, process improvement, and workforce coordination activities.
• Stay current on emerging technologies and Service Centre support requirements.
• Foster knowledge sharing and customer service excellence within the team.

Skills

Troubleshooting

Incident management

Documentation

Education

Undergraduate degree or DEC

Job description

Sobeys is seeking a Service Centre Analyst to join our Stellarton team. The role entails handling escalations, mentoring analysts, acting as SME for supported systems, and driving service improvements.

Based in Stellarton, NS, the position emphasizes onboarding, knowledge base development, and collaboration with technical teams to enhance service delivery. The role supports ongoing learning and teamwork in a hybrid environment.