waterloo, on program analyst Jobs – 153 Openings This Week

Retail Helpline Supervisor
Home Hardware Stores Limited —St. Jacobs, ON
- $73,300–$102,600 a year
- Full-time
- Hybrid work
- Computer Science
- Customer service
- Analysis skills
- Disability insurance
- Dental care
Solution Architect
Home Hardware Stores Limited —St. Jacobs, ON
- $85,800–$128,600 a year
- Full-time
- Hybrid work
- Azure
- Computer Science
- Bachelor's
- Disability insurance
- Dental care
2d
Financial Planning Specialist
Royal Bank of Canada —Waterloo, ON
- $90,000–$140,000 a year
- Full-time
- Bilingual
- English
- Microsoft Office
Cambridge, Ontario, Canada SENIOR FINANCIAL PLANNING ANALYST – Canada
LiftWerx —Cambridge, ON
- $90,000–$108,000 a year
- Full-time
- Microsoft Excel
- ERP systems
- Finance
- Disability insurance
- Dental care
Supervisor, Total Compensation
Waterloo Regional Police Service —Cambridge, ON
- $103,866–$122,195 a year
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Dental care
- Tuition reimbursement
Psychologist - 6273ML
Starling Community Services —Waterloo, ON
- $54.32–$65.07 an hour
- Hybrid work
- Doctoral degree
- Working with children
- Psychology
- Dental care
- Tuition reimbursement
Quick apply
Senior Systems Developer
The Co-operators Group Limited —Guelph, ON
- $72,847–$121,411 a year
- Computer Science
- Salesforce
- DevOps
Quick apply
3d
Investment Advisor
Royal Bank of Canada —Waterloo, ON
- Full-time
- Sales
- Business
- Marketing
Business Analyst - Business Technology Renewal ( API, Integration and Enterprise Applications)
Finney-Taylor Consulting Group —Canada
- Contract
- Computer Science
- PMP
- Bachelor's
2d
Financial Analyst - Relocate to Port Hardy, BC
K'awat'si Consulting and Management Services —Canada
- $70,000–$95,000 a year
- Full-time
- Microsoft Excel
- Engineering
- Finance
- Wellness program
- Relocation assistance
Quick apply
Analyst, Program Delivery Controls
Metrolinx —Canada
- $93,798 a year
- Full-time
- PMP
- Engineering
- Project management
11d

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Business Analyst
Ontario Power Generation —Oshawa, ON
The scope of business problems that could be supported includes overall strategy questions for the business including target markets, supply chain collaboration…
$1,764.34–$2,663.56 a week
2d
Business Analyst
TP Canada —Toronto, ON
Quartile analysis to aid in tactics and strategies employed for performance management. Standard deviation analysis and root cause analysis to provide ongoing…
$54,500 a year

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program analyst jobs near waterloo, on

Retail Helpline Supervisor

Home Hardware Stores Limited -
St. Jacobs, ON

Apply Now

Job details

Permanent | Full-time
$73,300–$102,600 a year

Qualifications

Computer Science
Customer service
Post-secondary education
Technical support
Analysis skills
ServiceNow
Business
Leadership
Communication skills

Full job description

Welcome Home!

We’re more than Canada’s largest independent hardware and building supplies retailer—we’re part of communities across the nation.

Lead the Team That Supports Our Stores, Every Day.

As Retail Helpline Supervisor, you will provide front-line leadership for the Retail Helpline team, delivering Level 1 (L1) technology support to Home Hardware Stores. This role is accountable for coaching, developing, and supporting Helpline Analysts to ensure consistent service quality, strong customer focus, and adherence to support standards. You will oversee daily operations, including staffing, workload, and priorities, while acting as the first point of escalation for store issues.

Working closely with business partners, you will support effective triage, clear communication, and smooth escalation from L1 to L2 support. Through strong leadership and operational oversight, this role contributes to stable store operations and continuous improvement of the Retail Helpline service. Led by the Director, IT eCommerce & Store Systems, this role suits a hands-on leader who is passionate about developing high-performing teams and delivering exceptional service.

Ready to make an impact in a new role? Here’s how:

Provide day-to-day people leadership to the Retail Helpline team, including coaching, performance feedback, onboarding, scheduling support, and ongoing skills development to ensure a positive and accountable team environment.
Oversee daily Helpline operations by managing workload, call volume, and priorities to ensure timely, consistent L1 support for stores and adherence to service level expectations.
Act as the first point of escalation for store-impacting incidents and complex support issues, providing guidance to Analysts and ensuring effective triage and resolution before escalating to Level 2 teams where required.
Monitor service performance and quality, including trends, repeated issues, and escalations, and work with the Manager to identify coaching needs, process improvements, and operational risks.
Support consistent use of processes, tools, and documentation, ensuring Helpline Analysts follow incident, request, and escalation procedures to deliver a reliable and predictable support experience for stores.
Collaborate with IT Operations, Application Support, and business partners to ensure clear communication, accurate issue handoff, and timely follow-up on store incidents and recurring problems.
Identify opportunities for continuous improvement by providing input into training materials, knowledge base updates, and process changes that improve first-call resolution and reduce repeat store issues.
Model strong customer focus and leadership behaviours, reinforcing a service-oriented mindset that balances store experience, operational discipline, and team wellbeing.

We’re looking for:

Post secondary education in Business, Information Technology or Computer Science are an asset.
A minimum of three to five years of progressive experience in delivering technical support, including at least two years in a leadership capacity.
Proven people leadership skills, with the ability to coach, motivate, and support front-line support staff in a fast-paced, service-oriented environment.
Strong customer service and communication skills, with the ability to lead teams in delivering clear, professional, and empathetic support to retail stores.
ServiceNow proficiency, including managing incidents and requests, supporting escalation workflows, and ensuring accurate and consistent ticket documentation.
Operational reporting and analytical skills, with the ability to review service metrics, identify trends, and support performance discussions and continuous improvement initiatives.
Ability to manage priorities and workload, balancing team capacity, store impact, and service level expectations in a high-volume support environment.
Strong problem-solving and escalation skills, enabling effective triage of store issues and appropriate handoff to Level 2 support teams when required.
Collaborative mindset, with the ability to work effectively with IT Operations, Application Support, and business partners to resolve issues and improve overall service delivery.
The ability to be onsite three days a week at our corporate office in St. Jacobs, to accommodate our hybrid working model.

How we’ll make you feel at Home

Our Team Members enjoy life at Home with our strong culture of support and inclusion, excellent benefits, and a team that always has your back. You will receive:

The expected starting salary range for this role is $73,300 - $102,600; the final offer will reflect relevant skills and experience.
Eligible for the annual bonus program.
Comprehensive Benefits Program including:
- Health, Dental, Vision, Paramedical, Disability coverage, Out of Country Travel Insurance, Life Insurance, Employee Family Assistance Program.
Defined Contribution Pension Plan with Company Match, and choice of contribution level.
Group RRSP.
Discount at our Corporate Retail Store in St. Jacobs.
Home & Auto Insurance discounts.
Competitive vacation time.
Personal and sick time.
Employee Discount Program through Venngo WorkPerks.

This job posting is for an existing vacancy within our organization.

Bring your unique skills, thrive with interesting and challenging work, and experience what it’s like at Home. Apply today - this is a great opportunity to join a proudly Canadian company that is 100% ready to help you build your future.

Home Hardware recognizes the value of a diverse team. We believe that different perspectives, backgrounds, and experiences make us stronger as an organization. Applicants representing the full diversity of communities in Canada are encouraged to apply with confidence. Please let us know if you require accommodation during the recruitment process.

Canadians call us Home Hardware. We call it Home.

#HP

Apply Now

Refine Your Search

program analyst jobs in waterloo, on

Retail Helpline Supervisor

Solution Architect

Financial Planning Specialist

Cambridge, Ontario, Canada SENIOR FINANCIAL PLANNING ANALYST – Canada

Supervisor, Total Compensation

Psychologist - 6273ML

Senior Systems Developer

Investment Advisor

Business Analyst - Business Technology Renewal ( API, Integration and Enterprise Applications)

Financial Analyst - Relocate to Port Hardy, BC

Analyst, Program Delivery Controls

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