L2 Analyst

Canadian Tire Corporation

. Provide second-level support for store applications .

Posted 10/30/2026full-timeToronto • CanadaMid-LevelSenior💰 CA$64,000 - CA$106,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in Incident Management and Problem Management, with strong technical troubleshooting skills across applications, databases, and infrastructure. Proven ability to analyze data, report on performance metrics, and facilitate communication between internal teams and vendors.

Highest-signal resume keywords

Incident ManagementProblem ManagementData AnalysisStakeholder ManagementTechnical Troubleshooting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident TriageRoot Cause InvestigationProblem ResolutionApplication SupportProduction SupportDevOpsIT OperationsInfrastructure SupportRetail Technology SupportMonitoring and Observability

Soft Skills

CollaborationInfluencing OutcomesCommunicationLeadershipNegotiation

Tools & Technologies

ServiceNowJiraConfluenceMicrosoft AzureAWS

Certifications & Qualifications

ITIL 4 FoundationServiceNow Training or Certification

Industry Keywords

Information Technology Service ManagementSLA ComplianceVendor ManagementCross-Functional InitiativesPerformance Metrics

Tech Stack

Tools & technologies

AWSAzureITSMServiceNow

About the role

Key responsibilities & impact

Provide second-level support for store applications
Troubleshoot and resolve store application issues
Monitor application performance and ensure optimal functionality
Document support activities and update the knowledge base
Advise on and occasionally contribute to monitoring/SRE platforms and systems
Coordinate with vendors and monitor compliance with SLAs
Report on and contribute to measuring KPIs
Attend vendor performance meetings and address concerns
Facilitate communication between internal teams and vendors
Provide vendors with information, access, and resources for issue resolution
Establish effective vendor support processes and ensure procedural compliance
Monitor vendor performance and provide feedback for continuous improvement
Negotiate support processes and agreements between L2 and other IT/business support teams when needed
Identify recurring issues and perform root cause analysis
Develop and implement action plans for underlying problems
Collaborate on long-term solutions with cross-functional teams
Maintain problem management records and track progress
Analyze, summarize, and report problem metrics for presentations
Manage and prioritize incidents reported by store staff
Ensure timely incident resolution according to SLAs
Communicate incident status and updates to stakeholders
Conduct post-incident reviews
Analyze, summarize, and report major incidents for presentations
Provide after-hours on-call support as needed; on-call component is TBD
Develop and maintain relationships with Product Owners and Business Partners

Requirements

What you’ll need

5+ years of Information Technology Service Management (ITSM) experience and/or 5–10 years of experience working in an IT environment
Diploma or degree from an accredited technical institution in computer science, information technology, computer engineering, or a related discipline
Strong experience with Incident Management and Problem Management, including incident triage, root cause investigation, problem resolution, and coordination across technical teams
Proven track record of stakeholder management and leading teams, projects, or cross-functional initiatives
Ability to influence outcomes and decisions without direct authority, working collaboratively across technical teams, vendors, Product Owners, and business stakeholders
Strong data analysis, reporting, and presentation skills, with the ability to identify trends and build a clear narrative from Incident, Problem, SLA, and operational performance data for management audiences
Strong technical troubleshooting skills across applications, databases, networks, servers/infrastructure, integrations, middleware, and business processes
Experience in L2/L3 application support, production support, DevOps, IT operations, infrastructure, or a similar technical support environment is highly beneficial
Experience supporting Retail Technology is considered an asset
Experience with ITSM and collaboration platforms such as ServiceNow, Jira, and Confluence is an asset
Experience with application monitoring, observability, or SRE practices and tooling is considered an asset
ITIL 4 Foundation certification is considered an asset
ServiceNow training or certification is considered an asset
Microsoft Azure and/or AWS certification is considered an asset

Benefits

Comp & perks

Comprehensive benefits and retirement programs
Performance incentives
Continuing Education Programs
Other perks to support your well-being
Career growth opportunities
Product discounts
Store discounts
Supported learning through the Triangle Learning Academy
Canadian Tire Profit Sharing
Retirement and savings programs for eligible employees
Mental health benefits in the amount of $5,000 per year for benefits-eligible employees and their families
Total well-being, mental health tools and resources for all employees