Data Platform Support Analyst

Why this role matters at Loblaw Digital:

The Data Platform Support Analyst plays a critical role in empowering Loblaw's data-driven decision-making by providing expert technical support for our Loblaw Digital Intelligence & Analytics (LDIA) platforms, data products, and emerging Agentic solutions. This role is at the forefront of assisting business users and data consumers with data access, reporting, and troubleshooting issues, ensuring the seamless operation and optimal utilization of our data ecosystem. The successful candidate will be passionate about data, possess strong problem-solving skills, and be adept at communicating technical information to diverse audiences, all while contributing to the evolution of our intelligent automation capabilities.

Note: This is a non-payroll contractor role until 31 December 2026. You will be required to be onsite in our downtown Toronto office 4 days per week.

The hourly rate of pay is between $45 and $55 per hour.

Key Accountabilities:

• Provide Specialized LDIA Technical Support: Serve as the primary point of contact for end-users for issues related to LDIA data products, reporting tools, dashboards, data platforms, and data access, delivering timely and effective support via various channels.
• Diagnose and Resolve Data & Application Issues: Expertly diagnose, analyze, and resolve technical problems pertaining to data quality, data integrity, data discrepancies, report accuracy, and the functionality of LDIA applications and tools, ensuring minimal business disruption.
• Support LDIA Agentic Systems: Provide support for emerging LDIA Agentic systems and intelligent automation solutions, understanding their workflows, troubleshooting operational issues, and guiding users on their effective utilization and outputs.
• Incident and Request Management: Log, track, prioritize, and manage all LDIA-related support incidents and service requests ensuring comprehensive documentation of symptoms, diagnostic steps, and resolutions.
• Escalate Complex LDIA Challenges: Effectively identify and escalate complex data, platform, or Agentic system issues to appropriate LDIA engineering, data or product teams, ensuring clear communication and collaborative resolution.
• Contribute to LDIA Knowledge Management: Create, maintain, and enhance knowledge base articles, FAQs, and self-service documentation specifically for LDIA platforms, data definitions, common data issues, and the functionality of Agentic solutions to foster user self-sufficiency.
• Educate and Guide LDIA Users: Provide clear, concise, and user-friendly instructions and guidance to business users and data consumers on how to effectively utilize LDIA data products, self-service tools, and the capabilities of new Agentic systems.
• Ensure Data Governance & Security Compliance: Adhere strictly to Loblaw's data governance policies, data privacy regulations, and security protocols in all support activities, particularly when handling sensitive data.
• Drive Continuous Improvement: Identify and propose opportunities to enhance LDIA support processes, tools, and the overall user experience, contributing to the ongoing optimization and efficiency of the LDIA support function.

Required Qualifications:

• Bachelor's degree in Business, Information Technology or a related quantitative field; or equivalent practical experience.
• 2+ years of experience in a technical support role, preferably within a data, analytics, or business intelligence environment.
• Proven experience with data troubleshooting, including understanding data flows, data quality issues, and report validation.
• Exceptional problem-solving and analytical abilities.
• Strong verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Excellent customer service orientation and interpersonal skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• High attention to detail and organizational skills.

How You’ll Succeed:

At Loblaw Digital, we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections.

We’re able to keep innovating because our colleagues are passionate about their work and excited about the future of eCommerce.

If you have big ideas, undeniable enthusiasm, and thrive in a collaborative, creative, and diverse group, we’ll get along just fine.

Looking for a challenge? Good. Love an innovative work environment? Even better.

Apply today.

Key skills/competency:

• Data Platform Support
• Analytics Troubleshooting
• Business Intelligence
• Data Quality Management
• Incident Management
• Knowledge Management
• Data Governance
• Technical Communication
• Problem-Solving
• Customer Service