Service Centre Analyst (12 months contract)

Sobeys; Stellarton; On-site; CAD 52,000 - 70,000; Full time

Job summary

Sobeys in Stellarton, NS is seeking a Service Centre Analyst for a 12-month contract. You will act as an escalation point for complex incidents, mentor analysts, assist with onboarding, and serve as an SME for supported systems and processes.

You will analyze incident trends, contribute to knowledge base development, and collaborate with vendors and technical teams to improve service delivery.

Qualifications

• Experience with troubleshooting principles, methodologies, and issue resolution techniques.
• Ability to develop and interpret technical documentation.
• Bachelor’s degree or DEC with relevant experience preferred.

Responsibilities

• Serve as an escalation point for complex incidents and ensure timely resolution.
• Mentor, coach, and provide technical guidance to Service Centre Analysts.

Skills

Incident management

Troubleshooting

Mentoring

Knowledge sharing

Process improvement

Reporting & analytics

Education

Undergraduate degree or DEC

Tools

Job description

Sobeys is full of exciting opportunities and we are always looking for bright new talent to join our team! We currently have a 12 months contract opportunity for an Service Centre Analyst. This role is based out of one our office in Stellarton, NS.

Responsibilities

• Serve as an escalation point for complex, high-impact, or unresolved incidents.
• Mentor, coach, and provide technical guidance to Service Centre Analysts.
• Assist with onboarding and training of new team members.
• Act as a Subject Matter Expert (SME) for supported systems, applications, and business processes.
• Analyze incident and request 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 activities by reviewing tickets and ensuring adherence to support 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, business initiatives, and Service Centre support requirements.
• Foster a culture of knowledge sharing, customer service excellence, and continuous learning within the team.

Your experience and resume will show us:

Qualifications

• Undergraduate Degree or a DEC with a minimum of 4 years of relevant experience.
• Experience with troubleshooting principles, methodologies, and issue resolution techniques.
• Able to develop and interpret technical documentation.