Service Centre Analyst (6 Month Contract)

Sobeys; Stellarton; Hybrid; CAD 45,000 - 60,000; Full time

Job summary

Join a leading Canadian company as a Service Centre Analyst, where you will provide 24/7 IT support for the Sobeys network. This hybrid role requires you to be in the office three days a week and offers a dynamic work environment, focusing on enhancing customer service and technical excellence.

Qualifications

• Completion of relevant course preferred.
• Experience with troubleshooting methods and issue resolution is required.
• Ability to interpret technical documentation.

Responsibilities

• Provide remote IT support for incidents and requests 24/7.
• Document knowledge for the department's knowledge base.
• Maintain relationships with support teams and vendors.

Skills

Troubleshooting principles

Technical documentation development

Customer service

Education

Undergraduate Degree or Community College certificate

Job description

Requisition ID: 189489
Career Group: Corporate Office Careers
Job Category: IT Service Centre
Travel Requirements: 0 - 10%
Job Type: Full-Time

Country: Canada (CA)
Province: Nova Scotia
City: Stellarton

Embark on a rewarding career with Sobeys Inc., celebrated among Canada’s Top 100 employers, where your talents contribute to our commitment to excellence and community impact.

Our family of 128,000 employees and franchise affiliates share a collective passion for delivering exceptional shopping experiences and amazing food to all our customers. Our mission is to nurture the things that make life better – great experiences, families, communities, and our employees. We are a family nurturing families.

A proudly Canadian company, we started in a small town in Nova Scotia but we are now in communities of all sizes across this great country. With over 1,600 stores in all 10 provinces, you may know us as Sobeys, Safeway, IGA, Foodland, FreshCo, Thrifty Foods, Lawtons Drug Stores or another of our great banners but we are all one extended family.

Ready to Make an impact?

Sobeys is full of exciting opportunities, and we are always looking for bright new talent to join our team! We currently have a 6-month contract opportunity for a Service Centre Analyst. This is a hybrid role and there is an in-office requirement of 3 times a week – The office location is Stellarton.

Here’s where you’ll be focusing:

• Provide remote IT support for all incidents and requests for all Stores, Offices and RSCs in a 24/7, fast-paced environment via standard contact channels (Phone, Email, etc.)
• Resolve all incidents assigned within defined SLA
• Provide excellent customer service through technical support in a timely, efficient manner
• Execute the Incident Management Process including creating, managing and resolving incidents in the ITSM tool
• Communicate with Sobeys staff and ensures that all are kept aware of the status of their Incident and/or Request
• Execute the communication protocol during major, critical and high priority incidents
• Ensure that all incidents and requests meet quality standards
• Document all knowledge opportunities for the department and ensures accuracy of the knowledge base
• Maintain highly satisfactory relationships with support teams and vendors, ensuring Service Centre deliverables are complete
• Remain current on technology changes and all changes to Service Centre support
• Participate in analyzing, determining, and implementing changes that improve departmental efficiencies (continuous improvement)

What you have to offer:

• Your experience and resume will show us:
• Preferred: Undergraduate Degree or Community College completion of relevant course.
• Experience with troubleshooting principles, methodologies, and issue resolution techniques
• Able to develop and interpret technical documentation
• Need to be flexible to work an 8 hour shift from Monday to Friday between 7 am to 6 pm ADT

At Sobeys we require our teammates to have the ability to adhere to a hybrid work model that requires your presence at one of our office locations at least three days per week. This requirement is integral to our commitment to team collaboration and the overall success of our office culture.

We offer a competitive compensation package, which varies by role. Some websites share our job opportunities and may provide salary estimates without our knowledge. These estimates are based on similar jobs and postings for general comparison, but these numbers are not provided by our organization nor monitored for accuracy.

We will consider factors such as your working location, work experience and skills as well as internal equity, and market conditions to ensure the selected candidate is paid fairly and competitively. We look forward to discussing the specific compensation details relevant to this role with candidates who are selected to move forward in the recruitment process.

We are committed to accommodating applicants with disabilities throughout the hiring process and will work with applicants requesting accommodation at any stage of this process.