IT Analyst supporting DealMaker’s online capital - raising fintech platform. Managing IT support, device infrastructure, automation, and security compliance in a hybrid Toronto role.
About the role
- L2 Analyst supporting Canadian Tire’s retail applications and store operations. Managing incidents, problems, vendors, SLAs, and application support.
Responsibilities
- Provide second-level support for store applications
- Troubleshoot and resolve store application issues
- Monitor application performance and ensure optimal functionality
- Document support activities and update the knowledge base
- Advise on and occasionally contribute to monitoring/SRE platforms and systems
- Coordinate with vendors and monitor compliance with SLAs
- Report on and contribute to measuring KPIs
- Attend vendor performance meetings and address concerns
- Facilitate communication between internal teams and vendors
- Provide vendors with information, access, and resources for issue resolution
- Establish effective vendor support processes and ensure procedural compliance
- Monitor vendor performance and provide feedback for continuous improvement
- Negotiate support processes and agreements between L2 and other IT/business support teams when needed
- Identify recurring issues and perform root cause analysis
- Develop and implement action plans for underlying problems
- Collaborate on long-term solutions with cross-functional teams
- Maintain problem management records and track progress
- Analyze, summarize, and report problem metrics for presentations
- Manage and prioritize incidents reported by store staff
- Ensure timely incident resolution according to SLAs
- Communicate incident status and updates to stakeholders
- Conduct post-incident reviews
- Analyze, summarize, and report major incidents for presentations
- Provide after-hours on-call support as needed; on-call component is TBD
- Develop and maintain relationships with Product Owners and Business Partners
Requirements
- 5+ years of Information Technology Service Management (ITSM) experience and/or 5–10 years of experience working in an IT environment
- Diploma or degree from an accredited technical institution in computer science, information technology, computer engineering, or a related discipline
- Strong experience with Incident Management and Problem Management, including incident triage, root cause investigation, problem resolution, and coordination across technical teams
- Proven track record of stakeholder management and leading teams, projects, or cross-functional initiatives
- Ability to influence outcomes and decisions without direct authority, working collaboratively across technical teams, vendors, Product Owners, and business stakeholders
- Strong data analysis, reporting, and presentation skills, with the ability to identify trends and build a clear narrative from Incident, Problem, SLA, and operational performance data for management audiences
- Strong technical troubleshooting skills across applications, databases, networks, servers/infrastructure, integrations, middleware, and business processes
- Experience in L2/L3 application support, production support, DevOps, IT operations, infrastructure, or a similar technical support environment is highly beneficial
- Experience supporting Retail Technology is considered an asset
- Experience with ITSM and collaboration platforms such as ServiceNow, Jira, and Confluence is an asset
- Experience with application monitoring, observability, or SRE practices and tooling is considered an asset
- ITIL 4 Foundation certification is considered an asset
- ServiceNow training or certification is considered an asset
- Microsoft Azure and/or AWS certification is considered an asset
Benefits
- Comprehensive benefits and retirement programs
- Performance incentives
- Continuing Education Programs
- Other perks to support your well-being
- Career growth opportunities
- Product discounts
- Store discounts
- Supported learning through the Triangle Learning Academy
- Canadian Tire Profit Sharing
- Retirement and savings programs for eligible employees
- Mental health benefits in the amount of $5,000 per year for benefits-eligible employees and their families
- Total well-being, mental health tools and resources for all employees
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