Who are we?

UNFI is the leading distributor of all natural, organic, and specialty foods in North America! We transform the world of food for our customers, associates, suppliers, and the families we serve every day. Our mission is simple: to provide healthier food choices to people everywhere. Better Food, Better Future!

As the IT Site Support Analyst, you’ll be a key partner with the Ontario & Quebec business and provide on-site IT support, account set up, and much more!

If YOU are an IT professional who is bilingual, customer-oriented, AND loves food as much as we do, this opportunity at UNFI Canada may be right for you. Read on!

Position: IT Site Support Analyst (Bilingual)

Job Type: Full Time 

Schedule: Monday-Friday (and when necessary on-call for evenings, weekends, or after hours)

Language Requirements: English and French

Working Conditions: On-site

Location: Vaughan, ON

Purpose:

The IT Site Support Analyst is responsible for providing technical expertise on complex systems and software for distribution centers and corporate offices. Serves a point person for preventing, diagnosing, and resolving issues in areas of expertise. Supports and analyzes complex technical systems and issues in various areas of the enterprise. Provides in-depth analysis and oversight around application system, system optimization and resource utilization to support optimal IT delivery. Maintains service documents and executes performance objectives to ensure service level agreements are met or exceed.

Job Responsibilities:

• Works closely with DC operations and Corporate Office to ensure IT policies and procedures are understood and followed.
• Establishes strong working relationships with local teams, where appropriate attends meetings and stays up-to-date on any local changes that may impact IT operations.
• Acts as a technical subject matter expert in the resolution of outages or high priority incidents.
• Drives recovery when systems are down by coordinating work efforts between Tier 1, Tier 2, Tier 3, Tier 4 response teams and various vendors.
• Acts as a Subject Matter Expert for complex systems and/or software that ensures our business remains operational.
• Acts as a point of contact for vendor and IT installations at the site.
• Assists with the review of applications, systems or technical services to identify risks, optimize opportunities and makes recommendations to leadership based on findings.
• Establishes monitoring processes across system(s) to identify risks, troubleshoot problems and builds or configures solutions.
• Reviews, approves and schedules technical changes to the environment; may require change board for review of cross functional changes to environment.
• Assists with the integration of new hardware or software features, including new products or services.
• Builds technical integration and automates feeds/interfaces to and from different tools and systems.
• Accountable for ongoing definition and support of service portfolios, catalog items, functionality and change schedules for each of the technical service application and infrastructure teams.
• Provides technical support and monitoring to complex systems and software tools (ex. Wireless infrastructure, telecom, and office services functions).
• Partners with Field Service Representatives on unique office or DC problems that arise (ex. warehouse hardware, network or power issues, etc.) 
• Investigates incidents to find common, repetitive issues and trends that require software fixes.
• Participates on teams across Technical Services to identify chronic technical problems within their areas.
• Gathers and analyzes data to develop solutions or alternative methods of proceeding.
• Drives resolutions of chronic problems as needed by bringing together multiple organizations and teams at once.
• Provides technical expertise to offshore teams in the form of escalations, knowledge explanations/refinement, and symptom resolution.
• Creates knowledge management resources and training for when new features are introduced into the technical environment; trains on processes, expectations and updates of operational support documentations.
• Partners with Tier 1 Help Desk managers to document and train them on new system features and enhancements.
• Defines, trains, and manages compliance for critical IT processes including Change (changing production systems), Incident, and Escalation.
• Acts as a Key technical associate interfacing with IT and leadership.
• Addresses questions, inquiries, and concerns surrounding the change control environment, including escalated issues.
• Provides relevant and timely communications to management.
• Provides 24/7 on call emergency support as relevant to the role.
• Performs other relevant job duties as required.

Job Qualifications:

Education/Certification(s):

• Bachelor's degree in the field of Computer Science, Information Systems, or Software Engineering.

Experience:

• 3-5 years of relevant work experience.
• Proven experience in overseeing the direction, development, and implementation of IT solutions.

Knowledge, Skills, and Abilities:

• Bilingual in English/French required (presentation, verbal, and written communication skills).
• Must be able to support an enterprise desktop environment.
• Technical writing skills to update operational support documentation relating to specific applications or services.
• Technical expertise of complex systems and software to be able to address questions and concerns around escalated issues and changes.
• Interview skills to investigate, solve, and understand problems across various systems and software versions.
• Ability to identify patterns in data analysis reports that are created to proactively identify persistent problems.
• Good project management skills and/or substantial exposure to project-based work structures, project lifecycle models, etc.
• Excellent understanding of the organization's and departments' goals and objectives.
• Highly self-motivated, independent, and self-directed.
• Ability to stay abreast of the latest thinking, technologies, and security literature.
• Ability to provide expertise and counsel across all IT technical areas.
• Flexible and adaptable to learning and understanding new technologies.
• Effective interpersonal and relationship building skills.
• Ensures customer satisfaction is maintained.
• Communicates effectively with non-technical staff and members of interdisciplinary teams.
• Ability to prioritize and execute tasks in a high pressure environment.
• Ability to be discreet with highly confidential information.
• Able to shift priorities, demands, and timelines through analytical and problem-solving capabilities.

Additional Requirements:

• Some travel is required to other DCs in Canada.
• Work is performed in a temperature-controlled office environment and/or warehouse setting.
• Must be available to work nights/weekends to respond to emergency situations.
• Ability to lift up to 50 lbs and to stand, walk, bend, stoop, twist and turn frequently may be required.

Reasons to Apply. Reasons to stay at UNFI Canada:

• Base salary offered
• Health and Dental benefits offered on Day 1!
• Paid vacation and sick days!
• Retirement Savings Plan with employer-matching contributions offered!
• Employee discount on natural and organic foods. Purchase healthy foods at a discounted price!
• Career advancement opportunities
• Friendly and helpful team!
• And last, but not least, the opportunity to be part of an organization that does meaningful work. Join UNFI's mission to provide healthier food choices to people everywhere! #DeliverTogether #BetterforAll!