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COVID-19 screening questions will be asked and documented during the interviewing process. Hiring decisions will require, among other criteria, a determination of low risk based on the answers.

Service Centre Analyst - Technology

159015 Requisition ID:  159015 

Career Group:  Corporate Office Careers 

Job Category:  TI Centre de services 

Travel Requirements:  0 - 10%


Country: Canada (CA) 

Province: Quebec  

City: Montréal-Nord

Location: Bureau de Montréal-Nord 

Postal Code: H1G 3J5 


Our family of 127,000 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 1500 stores in all 10 provinces, you may know us as Sobeys, Safeway, IGA, Foodland, FreshCo, Thrifty Foods, Lawton’s Drug Stores or another of our great banners but we are all one extended family. 


All career opportunities will be open a minimum of 5 business days from the date of posting.


Job Description

•    Provides remote IT support for all incidents and requests for all Stores, Offices and RSCs in a 24/7, fast-paced environment via standard contact channels (Phone, Email, etc…)
•    Responsible for resolving all incidents and fulfilling all requests assigned within defined SLA
•    Provides excellent customer service through technical support in a timely, efficient manner
•    Executes the Incident Management Process including creating, managing and resolving incidents in the ITSM tool
•    Communicates with Sobeys staff and ensures that all are kept aware of the status of their Incident and/or Request
•    Executes the communication protocol during major, critical and high priority incidents
•    Ensures that all incidents and requests meet quality standards
•    Documents all knowledge opportunities for the department and ensures accuracy of the knowledge base
•    Maintains highly satisfactory relationships with support teams and vendors, ensuring Service Centre deliverables are complete
•    Remains current on technology changes and all changes to Service Centre support
•    Participates in analyzing, determining, and implementing changes that improve departmental efficiencies (continuous improvement)

    •    Collaborates with other IT departments in support of resolving incidents, fulfilling requests, sharing knowledge and meeting customer SLAs


Job Requirements

•    Undergraduate Degree or a DEC with a minimum of 2 years of relevant experience 
•    Experience with troubleshooting principles, methodologies, and issue resolution techniques
•    Able to develop and interpret technical documentation
•    Schedule flexibility is required to work shifts, including days, evenings and night shifts as well as, weekends and holidays on a rotating basis

Need more reasons why Sobeys is a great place to work?

We provide programs to help you create a career path, educational assistance, paid vacations, health insurance and a pension plan.


Sobeys is committed to accommodating applicants with disabilities throughout the hiring process and will work with applicants requesting accommodation at any stage of this process.



While all responses are appreciated only those being considered for interviews will be acknowledged.


We appreciate the interest from the Staffing industry however respectfully request no calls or unsolicited resumes from Agencies.