Senior Business Systems Analyst, Service Delivery
Vernon, BC (On-Site)
Role Description
The Senior Business Systems Analyst (BSA) ensures that Kal Tire’s Information
Services (IS) Service Desk operates efficiently and effectively. This is
achieved through continuous improvement of Service Desk processes,
documentation, reporting, and project management, with a focus on building and
evolving self-service capabilities for team members. In addition to supporting
day-to-day Service Desk operations, the Senior BSA also provides project
management and functional support across other key areas of the Service Delivery
team, including IS Purchasing, Telecom, and Kal Tire location technology
projects. As part of Service Desk responsibilities, the Senior BSA represents
the team on the IS Change Advisory Board (CAB), participates in the operational
handover of new systems and technologies, and supports the team during major
incidents. This role is on-site and will be based in our Vernon, BC office
location.
Responsibilities
- Manage key vendor partnerships to ensure effective operation of the Service
Desk and IS Purchasing.
- Focus on continuous improvement within the Service Desk to deliver a high
level of team member satisfaction, following documented SOPs to ensure quick
resolution and quality service.
- Identify and report on key Service Desk performance metrics. Create and
present service level and ticket reports to IS leaders, enabling effective
monitoring of service quality.
- Review IS processes with a consistent focus on improving incident, problem,
major incident, and critical issue management.
- Act as a champion for service excellence by promoting IS support processes
and identifying opportunities for improvement.
- Oversee the Knowledge Management lifecycle, including creating Knowledge Base
articles and training other IS teams on article creation and maintenance.
- Identify and implement opportunities to improve team member satisfaction.
- Manage IS projects for Canadian field locations (stores, warehouses, retread
facilities), including new store openings, acquisitions, and renovations.
- Represent all IS teams to ensure technology requirements are identified and
expectations are met. Collaborate with internal teams and external partners.
- Develop organized project plans, task lists, milestones, and phases to
coordinate procurement and implementation activities for on-time delivery.
- Represent the Service Desk and advocate for Kal Tire team members during IS
CAB meetings and project transitions.
- Lead or contribute to projects, ensuring Service Desk requirements are
clearly defined and addressed.
- Author reports using Microsoft Power BI to analyze data and support
departmental service management KPIs.
- Establish and maintain strong working relationships with vendors, service
providers, IS teams, and Service Desk stakeholders.
Job Requirements
- Minimum 5 years’ systems / applications experience in an enterprise
environment
- Experience in a customer service-related position
- Experience with ITIL-based systems, processes, and tools
- Experience creating complicated excel worksheets and reports
- Experience with scripting tools such as Powershell
- Experience with reporting tools: Power BI, Splunk
Special Requirements
- Post-secondary graduate with a degree, diploma or certificate in computer
science or equivalent combination of education, training and experience.
- Evening and occasional weekend work may be required.
Why Join Kal Tire?
At Kal Tire, we’re more than a tire company. We’re a proudly Canadian,
family-owned business with over 70 years of history, deeply embedded in our
communities, and committed to the people who power our success. When you join
our team, you’ll find:
- A competitive salary between $88,270–$102,640, depending on experience
- Comprehensive health, dental, and vision benefits for full- and part-time
permanent team members
- A group RRSP/DPSP matching program to help you plan for the future
- Access to discounts on tires and mechanical services
- Support for your well-being through our Employee Assistance Program
- A positive, inclusive workplace where you’ll feel a sense of belonging
- Career development opportunities, including mentorship, internal growth
paths, and tuition reimbursement
Join a growing organization where innovation, community, and opportunity come
together. Apply today and help us shape the future of Information Services team
at Kal Tire.
To be considered for this position, candidates must be legally eligible to work
in Canada. A Canadian Criminal Record Check may be required as part of the final
hiring process.
