Service Center Analyst

Job summary

The Service Centre Analyst acts as an escalation point for complex incidents and provides technical guidance and mentorship to the team. They also contribute to service improvements, knowledge base development, and departmental projects to ensure high-quality support standards.

Job details

Embark on a rewarding career with Sobeys Inc., celebrated among Canada’s Top 100 employers where your unique contributions drive success. Sobeys is full of exciting opportunities and we are always looking for bright new talent to join our team! We currently have a full time opportunity for an Service Centre Analyst. This role is based out of one our office in Stellarton, NS As a Service Centre Analyst with Sobeys, you will: Serve as an escalation point for complex, high-impact, or unresolved incidents. Mentor, coach, and provide technical guidance to Service Centre Analysts. Assist with onboarding and training of new team members. Act as a Subject Matter Expert (SME) for supported systems, applications, and business processes. Analyze incident and request trends and recommend service improvements. Develop, maintain, and enhance knowledge base documentation and support procedures. Collaborate with technical teams, vendors, and business partners to resolve issues and improve service delivery. Participate in problem management, root cause analysis, and continuous improvement initiatives. Support quality assurance activities by reviewing tickets and ensuring adherence to support standards. Lead or contribute to departmental projects, system implementations, and service transitions. Provide operational support through reporting, process improvement, and workforce coordination activities. Stay current on emerging technologies, business initiatives, and Service Centre support requirements. Foster a culture of knowledge sharing, customer service excellence, and continuous learning within the team. Your experience and resume will show us: . Undergraduate Degree or a DEC with a minimum of 4 years of relevant experience. Experience with troubleshooting principles, methodologies, and issue resolution techniques. Able to develop and interpret technical documentation. #LI-Hybrid Who we are Sobeys is one of Canada’s leading grocery retailers, with more than 1,600 stores across all 10 provinces and banners including Sobeys, Safeway, IGA, Foodland, FreshCo, Thrifty Foods, and Lawtons Drug Stores. Our 128,000 teammates and franchise affiliates are passionate about delivering great food and exceptional experiences to our customers and communities. Learn more about our story and culture: Who We Are | Why Work With Us Total Rewards We offer a Total Rewards package designed to support teammates at work and in life. Depending on role and eligibility, teammates may receive health and dental benefits, retirement and savings programs including an Employee Share Ownership Plan, a 10% in-store discount at participating banners, virtual healthcare and an Employee and Family Assistance Program, learning and development opportunities, parental leave top-up, and paid vacation. Sobeys is committed to providing a compensation structure that is flexible, equitable and competitive in the market to enable performance and growth. To learn more about this opportunity including the expected range of compensation in accordance with Pay Transparency Legislation where required please click the “I’m interested” or "Apply" button above. Individual compensation is determined based on qualifications, experience, and internal equity within the range provided. Additional Information External websites may share our organization's job postings which includes compensation information based on similar roles and market benchmarks. These figures are provided for general comparison purposes only and are not issued or verified by our organization. We may use Artificial Intelligence (AI) tools to support efficiencies in the candidate screening, assessment, and recruitment processes. These AI tools do not make hiring decisions on behalf of the Company. Hiring decisions are made by our Hiring Teams. Sobeys is committed to creating accessible and inclusive hiring processes. We will work with applicants requesting accommodation at any stage of the recruitment process. Please note: Successful candidates will be required to provide documentation to prove their legal ability to work in the position during the onboarding process. Documentation will be assessed by the employer prior to commencement of work.

What you’ll do

The Service Centre Analyst acts as an escalation point for complex incidents and provides technical guidance and mentorship to the team. They also contribute to service improvements, knowledge base development, and departmental projects to ensure high-quality support standards.

Requirements

Candidates must possess an undergraduate degree or a DEC along with at least 4 years of relevant experience. Proficiency in troubleshooting methodologies, issue resolution, and the ability to interpret technical documentation are required.

Benefits

• Health benefits • Dental benefits • Retirement and savings programs • Employee Share Ownership Plan • 10% in-store discount • Virtual healthcare • Employee and Family Assistance Program • Learning and development opportunities • Parental leave top-up • Paid vacation

Listed skills

• Technical Documentation · Preferred
• Customer service · Preferred
• Workforce Coordination · Preferred
• Incident Management · Preferred
• Quality assurance · Preferred
• Reporting · Preferred
• Troubleshooting · Preferred
• Root Cause Analysis · Preferred
• Coaching · Preferred
• Process Improvement · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical guidance
• Incident management
• Troubleshooting
• Knowledge base documentation
• Root cause analysis
• Quality assurance
• System implementation
• Service improvement
• Mentoring
• Coaching
• Reporting
• Process improvement
• Workforce coordination
• Customer service
• Technical documentation
• Service Improvement
• Continuous Development
• Virtual Health
• Emerging Technologies
• Business Process
• Customer Service
• Continuous Improvement Process
• Training And Development
• Employee Onboarding
• Problem Management
• Quality Assurance
• Service Delivery Improvement
• Technical Documentation
• Troubleshooting (Problem Solving)
• Process Improvement
• Coordinating
• Root Cause Analysis
• System Implementation

Job areas

• Customer Service & Support
• Technology
• Retail
• Service Center Analyst
• Technical Customer Service Representative
• Contact Centre Information Clerks
• Customer Service Representatives