Service Continuity Analyst

Service Continuity Analyst

Toyota Canada Inc. (TCI) currently has an exciting opportunity for a Service Continuity Analyst to help our Information Services (IS) department. This is a full-time opportunity and will report to the Manager End User Experience & Support.

The selected candidate is a subject matter expert with a broad technology foundation will lead the management of Incidents/Major Incidents, identifying kaizen opportunities, lead & conduct Post Incident Review, Root Cause Analysis, and responsible for the restoration and continuity of services. This role works with all levels of IS and business stakeholders to ensure changes to Incident management are communicated and adopted.

The Service Continuity Analyst will lead, plan, kaizen, communicate all hardware/software version upgrades to associates, minimize user interruptions and maintain user productivity. They will also be accountable for the operational effectiveness of the Implementations Team including developing strategies & roadmap, monitor all incoming incidents/requests and oversee to completion. Monitor Key Performance Metrics, identify and document all processes, SOP's, guidelines, standards, research and identify new technology or tools to improve efficiency and identify trends and make recommendations for improvement.

What We'll Bring:

• A hybrid work environment
• A work environment built on teamwork, flexibility and respect
• Professional growth and development programs to help advance your career
• A focus on respect for people and continuous improvement
• Summer Hours – condensed work week during the summer

Benefits:

• Competitive compensation package including bonus
• Extended health care and dental benefits effective immediately
• Company pension plan with additional employer contributions
• Associate vehicle discount program
• Reimbursement programs (tuition & fitness)
• Paid holiday shutdown and competitive paid time off benefits
• Sabbatical leave program

What You'll be Doing:

• Ownership of the Major Incident Process on a rotational basis, ensuring effectiveness, identification of kaizen opportunities, training and education on the process
• Direct and coordinate restoration of service impacting events - SEV1/2
• Direct and conduct Post Incident Reviews (PIR) and Root Cause Analysis (RCA)
• Identify Kaizen opportunities, communicate to IS Teams, ensure they are implemented and adopted
• Flexibility and proactivity to manage on-call requirements
• Accountable for ensuring the focus is on User Experience
• Foster a positive, open environment where ideas and suggestions become a source of continuous process improvement and demonstrate a "One Team" mantra
• Provide guidance and coordination for all end user hardware deployments, including laptop, iPad and iPhone refreshes while ensuring it meets our quality standards and user expectations
• Provide 3rd level assistance for laptop, iPhone, iPad and printers
• Coaching/mentoring/guidance to team members
• Accountable for tracking/updating all end user hardware/assets in the CMDB ensuring they are current and accurate
• Ensure all hardware assets are updated, accurate and current in the CMDB
• Ensure all end points are patched and current
• Ensure all Images are updated in accordance with the standards created by the User Experience/Technology Solutions Architect
• Oversee the repository of process and production documentation ensuring SOP's and Knowledge Base articles are current and relevant
• Lead recruitment and onboarding of the Implementations Co-op
• Monitor Implementations Team performance, generating and reviewing key metrics and ensuring effective daily operations
• Provide feedback and input into the creation of our hardware/software Strategy and Roadmap
• Participate in projects representing Implementations
• Software version controls and liaison with Info Sec to minimize risk and exposure
• Accountable for the Adobe Licensing and renewals
• Accountable for the FortiClient version control in coordination with Network and Infrastructure teams

User Experience and Education:

• Provide end user Education on changes to Implementations processes, tools, and service catalogues
• Influence and communicate effectively with non-technical audiences
• Liaison with the TMNA Dojo Team to leverage training and education for TCI associates

What You'll Bring:

• Exceptional Customer Service experience including a strong sense of urgency and empathy
• Demonstrated aptitude of how to influence and lead without direct authority
• Demonstrated ability to define and implement process improvements
• Strong knowledge of hardware troubleshooting, laptops, desktops and mobility devices
• Strong knowledge of Microsoft Operating Systems and troubleshooting skills
• Strong technical qualifications related to network, printing, Active Directory, remote access via VPN
• SME Workstation endpoint patching and policies, responsible for all end point patching, ensuring they are current, and TCI is compliant with security standards, BigFix knowledge is an asset
• 5 + years of experience in Service Delivery and process enhancement
• Experience with ServiceNow
• Post-Secondary degree/diploma in computer science or related discipline
• Excellent methodical and critical thinking dexterity
• Excellent written, oral and presentation skills
• Ability to think creatively

About Us:

Toyota Canada Inc. is the exclusive Canadian distributor of Toyota and Lexus vehicles. Toyota Canada's head office is in Toronto, with regional offices in Vancouver, Calgary, Montreal and Halifax. Toyota parts and accessories are distributed through TCI's Parts Distribution Centres in Bowmanville and Vancouver. TCI supports over 287 Toyota and Lexus dealers in Canada with services that include training, sales, marketing, environmental and customer satisfaction initiatives.

What Sets Us Apart?

A focus on people, passion for Toyota, innovation and continuous improvement have made us an award-winning company, recognized worldwide for our technological leadership and superior standards of quality, community involvement and environmental responsibility.

What You Should Know:

Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, or any other characteristics protected by law. Please advise us at any point during the recruitment and selection process or your employment if you require accommodation.