At TJX Canada, every day brings new opportunities for growth, exploration, and achievement. You’ll be part of our vibrant team that embraces diversity, fosters collaboration, and prioritizes your development. Whether you’re working in our Distribution Centers, Corporate Offices, or Retail Stores—WINNERS, HomeSense, and Marshalls, you’ll find abundant opportunities to learn, thrive, and make an impact. Come join our TJX family—a Fortune 100 company and the world’s leading off-price retailer. Here at TJX Canada, we are an equal opportunity employer committed to the inclusion and accommodation of all individuals.
Job Description:
Senior Technical Operations Analyst
Who We Are
At TJX, our Service Management Office (SMO) is an integral component of Enterprise Technology & Operations. We drive the governance and strategy of ITSM processes to ensure operational stability throughout the IT organization.
Our team is responsible for managing and operationalizing the Major Incident, Incident, Problem, Change, and Service Request & Catalog processes across all support levels. We strive for continuous improvement with a “people, process, then tool” mindset while balancing end-user needs with best practices.
What you’ll do
As a Senior Technical Operations Analyst for the Service Management Office (SMO), the Incident Management Process Owner is responsible for owning and governing the Incident and Major Incident Management processes within the IT Service Management (ITSM) framework. This role ensures process health and efficiency by driving process improvements, managing governance, and collaborating across ITSM functions. The ideal candidate will be a subject matter expert in Incident and Major Incident Management and possess strong leadership, communication, and technical skills.
What you’ll need
As Incident and Major Incident process owner, you will define and maintain process standards and policies. You will drive governance of both processes in adherence to established KPIs and metrics with operational stability at the forefront. You will recommend and implement process improvements through policies, procedures, and tool enhancements as well as create user guides, SOPs, and best practice materials for efficient and effective operations. In collaboration with SMO process owners (Knowledge, Problem, Change, Service Design & Transition), you will drive and consult on common initiatives and projects, serving as the Subject Matter Expert in your areas.
Successful candidates will have:
5+ years’ experience making technical and process changes in a large enterprise environment, understanding technical and operational impacts and achieving from stakeholders and support teams
3+ years’ experience with ServiceNow Incident and Major Incident modules
ServiceNow database understanding and reporting (dashboards, standard reporting, performance analytics)
Understanding of CSDM framework and implementation experience
CMDB expertise and key process integrations
Strong understanding of ITIL principles and ITSM best practices
Proven track record of process ownership and governance
Excellent communication skills – process documentation, end-user communication, presentation
Relevant undergraduate BA, BS degree in IT or Business or equivalent experience
Preferred skills:
ITIL Foundation or higher certification preferred
Additional Information: Candidates aged 18 and over will be required to undergo a criminal record check as part of the hiring process.
This job posting is for an existing position vacancy within our organization.
TJX Canada uses artificial intelligence (AI) to assist in screening and assessing applicants for this position.
Internal TJX Associates must submit their applications via the Jobs Hub in Workday. Direct applications to this job posting will not be accepted.
Address:
60 Standish CourtLocation:
CAN Home Office Mississauga ONSalary Range: $85,642.50-$119,899.50 /year *This represents the expected hiring range and may not represent the full pay range for the position. The salary offered may be higher than the posted range depending on several factors such as relevant skills, qualifications, and experience.
