Job Description:
 
Our client a industry leader in the retail space is looking for a L2 Analyst to help support their store applications.
 
Key Responsibilities:
 

  • Provide second-level support for store applications.
  • Troubleshoot and resolve issues related to store applications in a timely manner.
  • Monitor application performance and ensure optimal functionality.
  • Document all support activities and update knowledge base regularly.
  • Advise on and occasionally contribute to monitoring / SRE platforms and systems
  • Act as the primary point of contact for the Vendor.
  • Coordinate with Vendor to ensure they are meeting service level agreements (SLAs) and working efficiently.
  • Report on and contribute to measuring KPIs, i.e., “measuring the success of the team”.
  • Attend scheduled regular meetings with Vendor to review performance metrics and address any concerns.
  • Facilitate communication between internal teams and Vendor for seamless collaboration.
  • Provide necessary support to the Vendor by offering relevant information, access, and resources needed for efficient issue resolution.
  • Assist in setting up processes for effective Vendor support and ensure compliance with agreed-upon procedures.
  • Monitor Vendor performance and provide feedback to drive continuous improvement.
  • Occasionally negotiate support processes and agreements between L2 and other support teams within IT and business.

 
Problem Management:
 

  • Identify recurring issues and perform root cause analysis to prevent future occurrences.
  • Develop and implement action plans to address underlying problems.
  • Collaborate with cross-functional teams to develop long-term solutions.
  • Maintain problem management records and track progress.
  • Analyze, summarize and report on problem metrics for the purpose of presentation.
  • Influence outcomes and decisions without authority.
  • Develop and maintain relationships with Product Owners and Business Partners.

 
Incident Management:
 

  • Manage and prioritize incidents reported by store staff.
  • Ensure timely resolution of incidents in accordance with SLAs.
  • Communicate incident status and updates to relevant stakeholders.
  • Conduct post-incident reviews to identify areas for improvement.
  • Analyze, summarize and report on (major) incidents for the purpose of presentation.

 
On-Call Support:
 

  • There may be an on-call component, TBD.
  • Be available for after-hours on-call support as needed to address urgent issues or incidents affecting store operations.

 
What you bring:
 

  • 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.
  • Demonstrated 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, with the ability to correlate symptoms across applications, databases, networks, servers/infrastructure, integrations, middleware, and business processes to isolate potential causes.
  • 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.

The pay range that the employer reasonably expects to pay for this position is between ¤28.00 and ¤30.00

Our voluntary benefits offering includes medical, dental, vision and retirement benefits.

This posting is for an existing vacancy.

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