The IT Service Management Analyst is responsible for providing oversight for evolution of the Problem and Change Management processes while we scale and shape the future of IT support services that will enhance the user experience.
Problem Management (35%):
- Oversee all phases of the Problem Management lifecycle, including identification, root cause analysis, resolution and closure
- Support in the design and maintenance of a detailed database for Problem Management
- Proactively analyze trends, assess solution effectiveness, and identify areas for improvement to help prevent recurrence
- Maintain the Known Error database by documenting workarounds to minimize the impact of incidents for efficient resolution of reoccurring issues
- Submit change requests for permanent fixes
- Help enhance and develop the effectiveness of existing operating processes and procedures
Continuous Improvement of IT internal processes and user experience (35%)
- Contribute to the evolution of the ITSM strategy in alignment with the organization’s business goals
- Understand the needs identified, analyze and identify the root cause of the issues, explore possible solutions while considering best practices as well as the various constraints
- Engage necessary resources to execute agreed upon solutions to completion
- Document lessons learned and identified areas for continuous improvement, whether that be through Incident Management, Problem Management, Change Management, etc.
- Support the design and implementation of ITSM integrations: CMDB, Service Mapping, etc.
Change Management (20%):
- Apply a structured methodology and lead Change Management activities
- Support in the design and maintenance a detailed database for Change Management
- Identify, analyze and prepare risk mitigation to help ensure a smooth transition with minimal disruption
- Provide input, documentation requirements and communication efforts including coordinating training plans and evaluating user readiness related to changes being made
- Assist in defining and measuring success metrics
Reporting and Communication (10%):
- Develop and deliver progress reports and outcomes relating to Problem and Change Management activities
- Draft and authorize IT emergency communications for distribution to target audiences during Major Incidents
- Update Knowledgebase articles in ITSM tool and other content for L1 Support distribution
- Assist with preparation of summaries for Executive and key leadership in the context of Incident, Problem and Change Management analysis of trends and patterns including metrics and results
Education/Certifications
Required:
- Technical College degree combined with equivalent work experience
Preferred:
- ITIL 4 Specialist or ITIL 4 Practitioner
Experience
- 2 years of Information Technology, Project Management or IT Service Management experience
- Experience operating within an ITIL or ITSM aligned organization
- Experience with data mining applications
- Excellent critical thinking and practical decision making with the ability to think outside the box and explore innovative solutions to recurring issues
- Strong problem-solving and root cause analysis skills, attention to detail and consistent follow-through to ensure problems are resolved
- Strong Microsoft Excel skills, especially data analysis functionalities
- Ability to manage multiple process streams simultaneously
- Exceptional written and verbal communication skills, ability to interact with employees in all departments and at all levels of the organization
- Working knowledge of ITSM tools (Zendesk or ServiceNow)
We’d prefer this role to have…
- QSR, Restaurant and/or Retail experience
- French Canadian language skills, both written and verbal is an asset
Working Conditions:
General work conditions:
Job demands:
- Requires extended periods of sitting and computer use
- Regular communication (in-person, virtual meetings, phone, email)
Travel:
What makes KFC a great place to work?
Our People. We invest in people capability above all else, with a proven track record of developing internal talent to leadership levels across the business both in Canada and globally. We hire and develop people who lead with Smart, Heart and Courage to make a big impact on the business today and grow into leaders of the future.
Our Culture. We are known for a culture that rewards and recognizes bold results and promises everyone a seat at our table. We focus on your personal development as much as your professional development to ensure you can bring your best self to work.
Why you’ll love working here
- Hybrid work model (2–3 days per week in office)
- Paid vacation and personal days, plus 10 paid KFC Canada holidays in addition to statutory holidays.
- Comprehensive health and dental benefits, including HSA and PSA options that allow you to personalize your coverage, plus life insurance and disability coverage, with employer-paid premiums
- Family-inclusive Employee Assistance Program (EAP) and virtual care
- Paid parental leave with salary top-up
- RRSP and DPSP retirement programs with employer matching
- Annual tuition reimbursement program
- Employee referral rewards
- And so much more!
Additional Information
This posting is for an existing vacancy.
We thank all applicants for their interest in joining KFC Canada; however, only those selected for further screening will be contacted. Applicants are assessed based on skills and experience relevant to the role. Canadian experience is not required.
KFC Canada is proud to be an equal opportunity employer. We are committed to building a diverse, inclusive, and authentic workplace where everyone feels they belong. In accordance with applicable laws, we are committed to providing reasonable accommodations throughout the recruitment and selection process to meet the needs of applicants. If you require accommodation at any stage of the hiring process, please let us know.
The expected salary range for this role is $60,000 to $80,000 CAD. Final compensation will be based on factors such as skills, experience, qualifications, and internal equity.
KFC Canada uses artificial intelligence (AI)–enabled tools to support certain aspects of the recruitment process, including application screening and assessment, in accordance with applicable legislation. All final hiring decisions are made by human decision-makers
