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About the Role
The Analyst, Service Management will support the execution and management of the GBS Excellence Program, RBI’s performance management framework for GBS operations. This role will monitor and evaluate operational performance, identify insights and opportunities for continuous process improvement, and drive initiatives through collaboration and automation.
Responsibilities
- Support the day-to-day execution of the GBS Excellence Program.
- Partner closely with the Senior Analyst, Service Management, to ensure tower performance feeds into the broader Excellence Program governance.
- Manage routines, including operational audits, performance monitoring within RBI’s request management platform (Freshdesk), maintenance of performance dashboards, and facilitation of tower leadership meetings and workshops.
- Conduct data analysis to extract operational insights and identify opportunities for service delivery enhancement across the GBS organization.
- Drive continuous process improvement, automation, and change management initiatives by leveraging tools such as ChatGPT, Claude, Microsoft Power Platform, RBI’s ERP systems, Snowflake, Smartsheet, etc.
- Engage with GBS operational towers and other stakeholders to co-create solutions, present performance findings and recommendations, and facilitate cross-functional collaboration.
Requirements
- Bachelor’s degree required; fields such as Business, Information Systems, Engineering, or a related discipline are preferred.
- Relevant experience in business analysis, process improvement, service management, or a related field a plus.
- Proficient in AI-driven automation via ChatGPT/Claude, Microsoft Power Automate, Advanced Excel, and other Microsoft Office Suite applications.
- Experience with Snowflake, Smartsheet, and enterprise systems such as ERP platforms (e.g., SAP) is considered an asset.
- Strong data analysis skills with the ability to translate data into actionable business insights and recommendations.
- Demonstrated ability to work effectively with cross-functional stakeholders at various organizational levels.
- Self-starter with a continuous improvement mindset and strong project management skills.
Skills
- AI-driven automation
- ChatGPT
- Claude
- Microsoft Power Automate
- Advanced Excel
- Microsoft Office Suite
- Snowflake
- Smartsheet
- ERP platforms
- Data analysis
- Project management
Location
- In-office
Work Type
- Onsite
Experience Level
- Analyst
Education Level
- Bachelor's degree
Salary/Compensations
- $65,000 - $75,000 CAD
Benefits
- Comprehensive global paid parental leave program
- Free telemedicine
- Mental wellness support
About the Company
- Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories.
- RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®.
- Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.
- RBI is committed to growing its brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support.
- Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.
Equal Opportunity
- Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations.
- RBI's policy applies to all terms and conditions of employment.
- Accommodation is available for applicants with disabilities upon request.