Sr Tech Ops Analyst

TJX Companies

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   IT SM   processes   to ensure   operational stability   throughout the IT organization .

Our team   is   responsible for   ma naging 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 practice s .

What   you’ll   do

As a   Senior Technical Operations Analyst   for   the   Service Management Office (SMO) ,   t he Incident Management Process Owner   is responsible for   owning and governing the Incident   and Major Incident   Management process es   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   impact s   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 Court

Location :

CAN Home Office Mississauga ON

Salary Range : $85,$119, / 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.