Service Assurance Analyst, Incident

Nutrien is a leading provider of crop inputs and services, and our business results make a positive impact on the world. Our purpose, Feeding the Future, is the reason we come to work each day. We’re guided by our culture of care and our core values: safety, inclusion, integrity, and results. When we say we care, we mean it. We’re creating an inclusive workplace where everyone feels safe, has a sense of belonging, trusts one another, and acts with integrity.   

Through the collective expertise of our nearly 26,000 employees, we operate a world-class network of production, distribution, and ag retail facilities. We efficiently serve growers' needs and strive to provide a more profitable, sustainable, and secure future for all stakeholders.  Help us raise the expectation of what an agriculture company can be and grow your career with Nutrien.  

This position reports to the Supervisor, Service Assurance - Incident.

What you will do:

Incident Management:

• Major Incident Management: Facilitate & drive major incidents to ensure timely and effective resolution, ensuring minimal business impact
• SWAT Process: Facilitate & drive SWAT activities - proactively mitigating critical situations and preventing major incidents to safeguard business continuity
• Champion & monitor the execution of quality methods and procedures in managing incidents, ensuring that services are restored efficiently, and business disruption is minimized
• Act as the primary point of contact for all major incidents, driving swift resolution through coordination with relevant stakeholders and technical teams
• Oversee the end-to-end delivery of incident management services on a day-to-day basis, ensuring compliance with established service standards and security practices
• Collaborate closely with internal teams and external service partners to resolve critical incidents and restore services within agreed service levels
• Communicate with all relevant stakeholders to provide timely updates on incident management status, progress, and resolutions
• Ensure that all incidents are properly documented, reported, and escalated when necessary, maintaining clear and concise communication between business and vendor teams
• Ability to provide On-Call support for after-hours incidents as needed, ensuring prompt response and resolution
• Incident Documentation: Document and write up the Incident Summary Report (ISR) following a Major Incident, and hand it off to the Problem Management team for further analysis and follow-up

Service Improvement in Incident Management:

• Provide input to IT leadership on short-term and long-term portfolio planning to minimize business disruptions and improve incident response times
• Collaborate with Vendor Management to ensure that service requirements and SLAs are aligned with incident management goals
• Promote a culture of business-focused outcomes, consistently working with IT support teams to lead the resolution of high and critical incidents

Governance:

• Ensure compliance with service level agreements related to incident management
• Review and approve service delivery performance through agreed metrics and service levels, focusing on continuous improvement in incident handling
• Identify and prioritize service level deficiencies in incident management processes, ensuring that improvement opportunities are addressed

What you will bring:

• College diploma or university degree in business administration, information systems, or a related field, or equivalent experience
• 3-5 years of related experience
• Significant experience in Major Incident Management within large enterprises, preferably with hands-on experience in ServiceNOW and ITIL frameworks
• Demonstrated expertise in leading major incidents, including crisis management and SWAT initiatives
• Exceptional leadership, coaching, and conflict resolution abilities, with the power to influence teams decisively, guiding them towards positive outcomes and fostering strong, collaborative relationships
• Strong analytical and problem-solving skills, with a pragmatic approach to incident resolution
• Excellent communication skills, including the ability to write clearly and succinctly across a variety of communication settings and styles
• Proven ability to organize and plan effectively to meet both short- and long-term objectives, with a strong focus on incident management excellence
• Ability to build positive working relationships across all levels within the organization and externally with partners, fostering trust and collaboration
• Experience working with large-scale environments with complex, matrixed organizations
• Ability to operate independently, with a strong focus on delivering results in high-pressure situations

Ready to make an impact with us? Apply today!   

The estimated salary that Indeed, Glassdoor and LinkedIn lists does not represent Nutrien's compensation structure. Nutrien is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.   

This job will remain posted until filled. In accordance with Nutrien policies, you will be required to undergo a background check, and may be required to undergo a substance test. While we appreciate all applications we receive, only candidates under consideration will be contacted.  

Our Recruitment Process: Application > Resume Review > Pre-screen/Interview > Offer > Pre-Employment Conditions > Welcome to Nutrien  

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