About The Role As a System Lead Analyst, you will make an impact by managing major incident resolution, driving automation initiatives, and ensuring operational excellence across retail technology systems. You will be a valued member of the Technology & Engineering team and work collaboratively with vendors, technical teams, and cross-functional stakeholders to maintain system health and deliver continuous improvements.

In This Role, You Will

• Act as the primary escalation point for major incidents and provide on-call support to ensure timely resolution.
• Manage work intake processes and maintain the Retail Technology Operations Jira board for visibility and prioritization.
• Monitor system health and ensure observability standards are met through tuned alerts and dashboards.
• Drive automation initiatives to reduce manual effort and improve operational efficiency.
• Collaborate with engineering teams to implement permanent fixes and optimize processes.
• Participate in weekly and monthly service reviews, reporting on performance and outcomes.
• Coordinate with vendors and technical teams to resolve chronic service issues and manage escalations.
• Lead process improvement efforts and ensure compliance with operational standards and audit requirements.
• Disable Auto-Close for Midnight Stores During Peak

Implement configuration changes to prevent auto-close for stores operating past midnight during peak season.

• Clarify Store Open/Close Sequencing

Ensure EHC and midnight stores have documented sequencing steps and escalation points for support.

• Investigate Logging Gaps

Identify root cause for missing user and timestamp data in auto-close change logs; propose remediation.

• Centralize Auto-Close Change Requests

Transition all auto-close change requests to RTO for consistent handling and governance.

Work model

We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants located in Canada. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.

Please note: This role may require occasional in-person meetings at Cognizant office or client location.

What you need to have to be considered

• Proven experience in incident and problem management for enterprise systems.
• Strong background in operational management, task oversight, and process improvement.
• Hands-on experience with Jira for work intake and task tracking.
• Familiarity with observability tools and alert management.
• Ability to manage escalations and coordinate across multiple technical teams.
• Excellent communication and stakeholder management skills.

These will help you stand out

• Experience with automation tools (e.g., UiPath) and process optimization.
• Knowledge of retail technology systems and DNS routing.
• Familiarity with Agile methodologies and tools like Jira or Azure DevOps.
• Strong problem-solving skills and ability to work independently in a fast-paced environment.
• Experience in cross-team collaboration and root cause analysis.

Bachelor’s degree in computer science, IT or equivalent

*Please note: this role is not able to offer visa transfer or sponsorship now or in the future*

Applications will be accepted until January 9th, 2026.

Salary And Other Compensation The annual salary for this position is between CAD $73,350 to $116,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.