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: We put safety first. We act with integrity. We are stronger together. We deliver with excellence.

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.

This position is part of the Global Service Assurance function, focused on maintaining the stability and performance of critical business services. The Service Assurance Analyst leads Major Incident response and supports proactive service restoration in a global, 24x7 environment.

Working within a 24x7 team, this role partners with technical teams, vendors, and business stakeholders to restore services quickly, minimize impact, and continuously improve incident management practices.

What You'll Do Major Incident Management (Facilitation)

Lead and coordinate Major Incident (P1) response end-to-end, ensuring timely restoration of services and minimal business disruption

Act as the central command point during incidents, driving collaboration across technical teams, vendors, and stakeholders

Facilitate rapid response (SWAT / critical response P2) activities to prevent escalation and mitigate business impact

Make real time decisions under pressure, including escalation to leadership when required

Ensure adherence to incident management standards, SLAs, and governance practices

Partner with teams to proactively identify and respond to service degradation

Leverage ServiceNow to manage and prioritize incidents

Utilize CMDB insights to assess business service impact and prioritize resolution efforts

Identify patterns and risks that could lead to major incidents and drive preventative actions

Provide clear, concise, and timely communications to technical teams, business stakeholders, and executive leadership during incidents

Build trust through strong stakeholder engagement, ensuring transparency in status, impact, and resolution timelines

Act as a liaison between business, IT, and vendors during critical events

Produce high-quality Incident Summary Reports (ISR) and facilitate effective transition to Problem Management

Participate in and facilitate Post-Incident Reviews (PIRs) to ensure root cause identification and prevent recurrence

Analyze incident trends and performance metrics to identify improvement opportunities

Drive improvements in:

Mean Time to Restore (MTTR)

Major incident reduction

SLA adherence

Incident quality and documentation

Participate in a 24x7 on-call rotation within a global support model, with potential transition to a 6am-6pm shift schedule

Collaborate with Vendor Management to ensure alignment to incident response expectations and SLAs

While this role is primarily operational with a focus on Incident Management, the individual is expected to support across all ITSM areas, including but not limited to Request, Problem, Change, Business Continuity and CMDB, demonstrating versatility skill set.

What You'll 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, SWAT initiatives

Solid understanding of ITIL practices, particularly Incident, Problem, and Change Management

Demonstrated strength in conflict resolution, effectively guiding and influencing teams to reach positive outcomes while fostering strong, collaborative partnerships

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

Demonstrate calmness under pressure and strong situational leadership

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.Applicants must meet minimum age requirements, as permitted by law.

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