IS Analyst, Incident Management

Location: Etobicoke, Ontario, Canada
Date Posted: 09-15-2017
Canada Bread Company, Limited is a leading producer and distributor of packaged fresh bread and bakery products with brands such as Dempster’s®, Villaggio®, POM®, Bon Matin®, Ben’s®, Healthy Way® and McGavins®. Dempster’s is the national brand leader and a market leader in the health and well-being segment of bread products in Canada. The growth strategy is to focus on market leadership in all commercial bread categories. The company operates 19 bakeries and employs approximately 4,550 associates across Canada.  It seeks to create value by leading innovation in products and service delivery in the bakery industry, enhancing distribution services and processes, and continuing to grow premium white and whole grain breads, tortillas, bagels, rye, buns, and rolls.

As an independent business unit of Grupo Bimbo, Canada Bread seeks to grow value-added bakery segments by focusing on health and well-being and penetrating new bakery segments and channels of distribution. The business will continue to grow market leadership and margins by investing in the premium whole grain product category, and by delivering continued product innovation in other bakery and snack categories.

Canada Bread serves major grocery chains, retail outlets, and foodservice operations across Canada. The company distributes branded products in the discount, mainstream, and super-premium segments, and is the leading producer in most major bakery categories. It also produces private label products for grocery and foodservice outlet.

Position Responsibilities: 
  • Provide Incident Management, Request Fulfillment, Event Management, Access Management, and Problem Management
  • Works to improve processes and ensure process are known throughout the operations team
  • Conduct major problem review (lessons learned) when a problem is closed
  • Collect, track, and report metrics that indicate Request Fulfillment in conjunction with vendors.
  • Support incident management consistent with ITIL best practices and SOPs
  • Investigate, diagnose, and escalate incidents; test resolutions; verify user satisfaction
  • Responsible of IT procurement/purchasing, license management, software/hardware asset management, incident monitoring, working with 3rd party IT service providers
  • Project processes and procedures an Asset
  • Manage incident escalation
  • Provide support to user as needed.
  • Invoice tracking
  • Bachelor of Science + + 5-7 YRS in related technical field
  • Working knowledge of Microsoft Office
  • Excellent interpersonal and oral communication skills
  • Ability to work with multiple tasks, Independently
  • Be a proactive thinker
  • Previous experience with ServiceNow
  • Good organizational skills and the ability to work within tight deadlines
  • Must be able to work in a team environment
Please note all offers of employment at Canada Bread Company, Limited are conditional upon the successful completion of a pre-hire background check. This may include anything up to and including a criminal history check, reference checks and/or credit check.

Canada Bread Company, Limited is an equal opportunity employer that embraces diversity in the workplace and encourages applications from qualified women, men, visible minorities, aboriginal peoples and persons with disabilities. We welcome applications from all interested individuals; however, only those candidates selected for an interview will be contacted.

Job seekers with disabilities who require accommodation during the recruitment process or would like more details about accessibility should contact Canada Bread Accessibility at
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