Manager, Digital Support Center Calgary, AB or Saskatoon, SK
Manager, Digital Support Center Calgary, AB or Saskatoon, SK
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Job Description
Nutrien is a leading provider of crop inputs and services and our business results make a positive impact on the world. Our purpose Feeding the Future is the reason we come to work each day. Were guided by our culture of care and our core values: safety inclusion integrity and results. When we say we care we mean it. Were creating an inclusive workplace where everyone feels safe has a sense of belonging trusts one another and acts with integrity.
Through the collective expertise of our nearly 26000 employees we operate a world-class network of production distribution and ag retail facilities. We efficiently serve growers needs and strive to provide a more profitable sustainable and secure future for all stakeholders. Help us raise the expectation of what an agriculture company can be and grow your career with Nutrien.
What you will do:
- Lead and mentor a team of software support analysts and specialists responsible for maintaining business-critical applications.
- Oversee daily operations of the application support function ensuring timely resolution of incidents service requests and escalations.
- Develop and enforce support processes SLAs and KPIs to ensure high levels of customer satisfaction and system uptime.
- Collaborate with software development infrastructure QA and business teams to prioritize and resolve recurring issues.
- Manage the teams ticket queues workload distribution and shift scheduling to ensure optimal coverage.
- Drive root cause analysis and continuous improvement efforts to minimize repeat incidents.
- Ensure documentation of support procedures knowledge base articles and application configurations is current and complete.
- Lead efforts in system monitoring alerting and proactive maintenance to reduce downtime.
- Identify and implement automation opportunities and tooling to improve support efficiency.
- Recruit onboard and develop support staff to foster a high-performing customer-focused culture.
- Report regularly to senior leadership on incident trends team performance and improvement initiatives.
What you will bring:
- Strong leadership skills with experience managing technical support or application operations teams.
- Excellent understanding of IT service management (ITSM) principles including incident problems and change management.
- Hands-on knowledge of enterprise software environments application logs monitoring tools and ticketing systems (e.g. ServiceNow Jira Zendesk).
- Ability to prioritize tasks manage time effectively and adapt to changing priorities in a fast-paced environment.
- Strong problem-solving and communication skills with a customer-first mindset.
- Experience working in cross-functional teams supporting internal users or external clients.
- Familiarity with cloud-based applications integrations and APIs is a plus.
- Recommended: 5 years of experience in application support with 2 years in a leadership role.
- Recommended: Bachelors degree in information systems Computer Science or a related field.
- ITIL Foundation certification or similar IT operations/process certification is a plus.
Ready to make an impact with us Apply today!
The estimated salary that Indeed Glassdoor and LinkedIn lists does not represent Nutriens compensation structure. Nutrien is an equal opportunity employer. We evaluate qualified applicants without regard to race color religion sex sexual orientation gender identity national origin disability veteran status and other legally protected characteristics.
This job will remain posted until accordance with Nutrien policies you will be required to undergo a background check and may be required to undergo a substance test. While we appreciate all applications we receive only candidates under consideration will be must meet minimum age requirements as permitted by law.
Our Recruitment Process: Application > Resume Review > Pre-screen/Interview > Offer > Pre-Employment Conditions > Welcome to Nutrien
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Required Experience:
Manager
Employment Type
Full Time
