Job Description

Embark on a rewarding career with Sobeys Inc., celebrated among Canada\'s Top 100 employers, where your talents contribute to our commitment to excellence and community impact.Our family of 131,000 employees and franchise affiliates share a collective passion for delivering exceptional shopping experiences and amazing food to all our customers. Our mission is to nurture the things that make life better - great experiences, families, communities, and our employees. We are a family nurturing families.A proudly Canadian company, we started in a small town in Nova Scotia but we are now in communities of all sizes across this great country. With over 1,600 stores in all 10 provinces, you may know us as Sobeys, Safeway, IGA, Foodland, FreshCo, Thrifty Foods, Lawtons Drug Stores or another of our great banners but we are all one extended family.Ready to Make an impact?Ready to make an Impact?We\'re expanding our digital team and we need exceptional talent in Data, IT, and Innovation.Sobeys Inc. is investing big in technology - Join us and invest in your futureWe are on a journey to completely transform how we do business, and we offer a hybrid work model with the opportunity for additional flexibility.Join us and you\'ll be working with:

• Leading tools and systems
• A data-driven culture
• Strong, collaborative team of energetic and experienced digital experts.

We are currently looking for an End User Computing Analyst who will be Responsible for resolving all incidents and fulfilling all requests assigned within defined SLAHere\'s where you\'ll be focusing:

• Leads the team in addressing customer issues in a professional, courteous manner conducive to good relationships, service, and satisfaction.
• Responsible for ensuring all queued work items (Incidents and Requests) are assigned to team members and prioritized in order to meet customer Service Level Agreements.
• Executes the communication protocol during major, critical and high priority incidents.
• Executes the Quality Assurance process for the Service Centre.
• Responsible for maintaining the Service Centre Knowledge Base.
• Analyzes performance data and charts against defined performance targets in order enhance team performance.
• Evaluates current processes and demonstrates conceptual thinking in defining new process improvement implementations
• Participates in analyzing, determining, and implementing changes that improve departmental efficiencies (continuous improvement)
• Provides guidance on quality assurance, training and IT best practices to staff and allocates and schedules resources for quality assurance and training activities.
• Leads internal Service Centre projects and works with project teams on deliverables pertinent to Service Centre.
• Participates in IT and business projects, representing the Service Centre.
• Champions IT process optimization and best practices (e.g. ITIL, COBIT).
• Acts as an escalation resource for Service Centre Analysts.
• Provides on-call support on a rotating basis.
• Complies with IT policies and procedures, especially those for quality and productivity standards that enable the team to meet established service levels.
• Collaborates with all IT Departments in support of resolving incidents, fulfilling requests, sharing knowledge and meeting customer SLAs.

What you have to offer:

• Post secondary technology related degree or equivalent experience preferred.
• Five or more years experience on a service desk preferred.
• Experience with leading projects and Sobeys PMO processes.
• Excellent working knowledge of Sobeys lines-of-business and deployed technologies.

At Sobeys we require our teammates to have the ability to adhere to a hybrid work model that requires your presence at one of our office locations at least three days per week. This requirement is integral to our commitment to team collaboration and the overall success of our office culture.We offer a competitive compensation package, which varies by role. Some websites share our job opportunities and may provide salary estimates without our knowledge. These estimates are based on similar jobs and postings for general comparison, but these numbers are not provided by our organization nor monitored for accuracy.We will consider factors such as your working location, work experience and skills as well as internal equity, and market conditions to ensure the selected candidate is paid fairly and competitively. We look forward to discussing the specific compensation details relevant to this role with candidates who are selected to move forward in the recruitment process.We are committed to accommodating applicants with disabilities throughout the hiring process and will work with applicants requesting accommodation at any stage of this process.

Sobeys