Sr Tech Ops Analyst

February 19, 2026

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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 ITSM processes to ensure operational stability throughout the IT organization. Our team is responsible for managing 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 practices. What you'll do As a Senior Technical Operations Analyst forthe Service Management Office (SMO), the Incident Management Process Owner is responsible for owning and governing the Incident and Major Incident Management processes 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: <ul><li>5+ years' experience making technical and process changes in a large enterprise environment, understanding technical and operational impacts and achieving from stakeholders and support teams</li></ul> <ul><li>3+ years' experience with ServiceNow Incident and Major Incident modules</li></ul> <ul><li>ServiceNow database understanding and reporting (dashboards, standard reporting, performance analytics)</li></ul> <ul><li>Understanding of CSDM framework and implementation experience</li></ul> <ul><li>CMDB expertise and key process integrations</li></ul> <ul><li>Strong understanding of ITIL principles and ITSM best practices</li></ul> <ul><li>Proven track record of process ownership and governance</li></ul> <ul><li>Excellent communication skills - process documentation, end-user communication, presentation</li></ul> <ul><li>Relevant undergraduate BA, BS degree in IT or Business or equivalent experience</li></ul> Preferred skills: <ul><li>ITIL Foundation or higher certification preferred</li></ul> 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: $85,642.50-$119,899.50 /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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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