Analyst Wholesale Technical Support (6 month contract)
Requisition ID: 187827
Career Group: Corporate Office Careers
Job Category: Wholesale Operations
Travel Requirements: 0 - 10%
Job Type: Full-Time
Country: Canada (CA)
Province: Alberta; Nova Scotia; Ontario
City: Stellarton, Halifax, Mississauga, Calgary
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 128,000 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?
The Wholesale Technical Support Analyst provides excellent customer service through technical support to our Wholesale customers across the country. The Wholesale Technical Support Analyst must also collaborate with other IT departments in support of resolving incidents, fulfilling requests, sharing knowledge and meeting customer service levels.
Here’s where you’ll be focusing:
In this fast-paced role you will:
- Provide remote IT support for all incidents and requests for all Customers, Sales Reps, and offices 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
- Provide excellent customer service through technical support in a timely, efficient manner
- Communicate with Sobeys staff and customers and ensure that all are kept aware of the status of their Incident and/or Request
- Execute the communication protocol during major, critical and high priority incidents
- Ensure that all incidents and requests meet quality standards
- Document all knowledge opportunities for the department and ensure accuracy of the knowledge base
- Maintain highly satisfactory relationships with support teams and vendors, ensuring deliverables are complete
- Remain current on technology changes and all changes to the Wholesale business model
- Participate in analyzing, determining, and implementing changes that improve departmental efficiencies (continuous improvement)
#LI-CF2
#LI-Hybrid
What you have to offer:
- An Undergraduate Degree in Computer Science or related field and a minimum of 2 years of relevant experience
- Knowledge and experience with MS Access programming is an asset.
- Experience with troubleshooting principles, methodologies, and issue resolution techniques
- Schedule flexibility is required to support urgent issues outside of regular business hours on a rotating basis
- SAP and Salesforce knowledge not required but an asset
- Retail IT investigation experience is valuable
- Bilingual is an asset
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.