Business Systems Analyst - Retail Technology Support

Original job posting

You will provide remote technical support for retail and fleet site technology, including point-of-sale systems, hardware, and software. You will also collaborate with vendors and stakeholders to resolve incidents while documenting activities and contributing to process improvements.

Job details

As a Business Systems Analyst - Retail Technology Support you will provide exceptional remote support for Retail and Fleet site technology, working closely with vendors and customers to resolve issues across point-of-sale systems, networks, hardware, and software. Your goal will be to deliver timely and effective solutions while managing multiple cases and adapting to shifting priorities in a fast-paced environment. Your success will depend on your strong customer service skills, technical troubleshooting expertise, and collaborative approach to ensuring seamless technology operations across Irving Oil's retail and fleet sites. This role requires shift flexibility and includes rotational on-call and after-hours support, as well as occasional travel. What We Offer Work Environment – Work in our beautiful home office building with access to a fitness facility, onsite nurse, and a café Competitive Compensation – Including an annual bonus plan, pension plan, and parking allowance Flexible Benefits Plan – In effect from day one and offers three levels of coverage to select from to meet your unique, personal needs Paid Vacation – Plus an annual option to purchase additional vacation, too Wellness Support – With an annual wellness allowance, paid personal care days and a 24/7 Employee & Family Assistance Program Opportunity to give back to some amazing causes in our community – Choose when and where to make an impact with a paid volunteer day, company volunteer opportunities, and a donation matching program Your Responsibilities Troubleshoot and resolve daily support cases in a timely and effective manner Collaborate with stakeholders, customers, and vendors to diagnose and resolve technical issues Accurately document incidents, resolutions, and troubleshooting activities while escalating complex issues as required Identify recurring issues and recommend sustainable solutions to prevent future incidents Follow IT service management best practices while maintaining support documentation and knowledge base content Monitor and troubleshoot software applications to ensure reliability and performance Partner with IT Operations, Security, and Application teams to support retail and fleet technology systems Assist with application patching, upgrades, and maintenance activities Contribute to continuous improvement initiatives by identifying and implementing process enhancements Your Skills Strong problem-solving and analytical skills with exceptional attention to detail Excellent verbal and written communication skills with the ability to explain technical concepts clearly Customer-focused mindset with the ability to remain calm and effective under pressure Self-motivated team player who can prioritize and manage multiple tasks in a fast-paced environment Quick learner with a curiosity for technology and the ability to share knowledge effectively with others Familiarity with ITIL practices and service management principles is considered an asset Verbal and written proficiency in both English and French is considered an asset Your Experience College diploma in a related field with 3 to 5 years of experience in application support, helpdesk support, or command center environments Experience troubleshooting hardware, software, network, and point-of-sale (POS) systems remotely, including patching, upgrades, and application maintenance Experience with incident and service request management platforms such as ServiceNow, Jira, or Salesforce, and a demonstrated ability to work collaboratively with vendors and cross-functional IT teams while driving continuous improvement initiatives The expected salary range for this position is $66,267 - $87,804. Placement within the range will be based on relevant experience, qualifications and skills. Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that’s created when our people from different backgrounds, identities, cultures and experiences share their unique perspectives. Diversity is key to our success and inclusion is everyone’s responsibility.​ Job Requirements - Work Experience Job Requirements - Education

What you’ll do

You will provide remote technical support for retail and fleet site technology, including point-of-sale systems, hardware, and software. You will also collaborate with vendors and stakeholders to resolve incidents while documenting activities and contributing to process improvements.

Requirements

The role requires a college diploma in a related field and 3 to 5 years of experience in application or helpdesk support. Candidates must have strong troubleshooting skills and experience with incident management platforms.

Benefits

• Annual bonus plan • Pension plan • Parking allowance • Flexible benefits plan • Paid vacation • Wellness allowance • Paid personal care days • Employee & family assistance program • Paid volunteer day • Donation matching program

Listed skills

• Point-of-sale systems · Preferred
• Customer service · Preferred
• Incident Management · Preferred
• Problem solving · Preferred
• Jira · Preferred
• Communication Skills · Preferred
• Salesforce · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical troubleshooting
• Customer service
• Point-of-sale systems
• Network support
• Hardware support
• Software support
• Incident management
• ServiceNow
• Jira
• Salesforce
• ITIL
• Analytical skills
• Communication skills
• Problem-solving
• Application maintenance
• Business Systems Analysis
• Hardware Troubleshooting
• Workplace Inclusivity
• Technical Issues
• Curiosity
• Bilingual (French/English)
• Self-Motivation
• Quick Learning
• Analytical Skills
• Technical Support
• JIRA
• Customer Service
• Communication
• Continuous Improvement Process
• Oil and Gas
• Help Desk Support
• ITIL 4
• Information Technology Operations
• Problem Solving
• IT Service Management
• Operations
• Personal Care
• Point Of Sale
• Service Management
• Service Request Management
• Troubleshooting (Problem Solving)
• Reliability
• Prioritization
• Detail Oriented

Job areas

• Technology
• Customer Service & Support
• Retail
• Software
• Energy
• Technology Systems Analyst
• Business Analyst (General)
• Management and Organization Analysts
• Management Analysts