Senior Business Systems Analyst, Service Delivery

Description

Senior Business Systems Analyst Service Delivery

Vernon BC

Role Description

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.

• A competitive salary between $88270$102640 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 youll feel a sense of belonging
• Career development opportunities including mentorship internal growth paths and tuition reimbursement

Solving our customers automotive challenges and making a positive impact - Its how we roll and its been that way since Tom Foord opened the doors to Kal Tire in 1953 in beautiful Vernon BC. Over the years weve become a trusted partner for large and small industries and fleets across Canada. Our customers rely on our expertise our make-it-happen approach to service and our lineup of the most trusted tire brands in over 260 retail locations coast to Tire is also the largest truck re-treader in Canada with 11 retread facilities across Canada and internationally and has a state-of-the-art tire recycling facility in Chile where 40% of the weight of scrap tires is recycled to return to mines as an alternative fuel. In addition Kal Tires Mining Tire Group is an international leader in mining tire service and supply servicing more than 150 mine sites across five Tire offers a culture that fosters inclusion and respect. We are committed to providing accessible employment practices in compliance with the AODA and AMA. Accommodation requests can be made at any stage of the recruitment or employment process. Applicants are asked to make their needs/requirements known.