Senior Support Analyst - Supply Chain Technology Operations

Description & Requirements

Who we are

lululemon is a yoga-inspired technical apparel company up to big things. The practice and philosophy of yoga informs our overall purpose to elevate the world through the power of practice. We are proud to be a growing global company with locations all around the world, from Vancouver to Shanghai, and places in between. We owe our success to our innovative product, our emphasis on our stores, our commitment to our people, and the incredible connections we get to make in every community we are in.




About this team

The Global Supply Chain Portfolio team supports portfolio management, transformation & operations for Upstream Supply Chain and Global Fulfillment Technology. The organization is responsible for +$70M in capital delivery and has +400 people in it.

This team is responsible for overseeing portfolio practices to enable program managers under each team. We are also the central source of information for timely and relevant communication of enterprise activities like annual and strategic planning, dependency management, quarterly planning etc.

The team is evolving to take responsibility for a large portfolio transformation which is required to elevate people, process & technology through consistent delivery frameworks, capacity planning, budget management, dependency management & portfolio reporting.

The team also enables operational activities such organization strategy, financial management & analysis, workforce planning & labour strategy, partner relationships (EPPM, P&C, Procurement, FP&A & more). The goal of this work is to simplify and enable managers and directors in Global Supply Chain Technology and provide more time and insights to elevate their programs and portfolios.




A day in the life:

• As a Senior Support Analyst, you are expected to collaborate with the portfolio team on the following responsibilities and apply your proficiency providing valuable support to the team:
• Analyze the current state of IT service processes, identify gaps and issues, and propose solutions and improvements. Ensure teams are within ITSM standard and follow best practices. This includes Incident, Change, Problem, and Release Management.
• Define and track key performance indicators (KPIs) related to release management, Incident, Change, Problem, and Release Management. Use data-driven insights to drive continuous improvement.

Change & Release Management

• Monitor and manage change requests, ensuring all necessary information is provided and approvals are obtained.
• Coordinate the review and approval process for both regular and emergency changes.
• Conduct post-implementation reviews for unsuccessful changes and provide feedback to relevant teams.
• Facilitate Change Advisory Board (CAB) meetings, ensuring all changes are discussed and documented appropriately.
• Communicate updates on approved changes and upcoming releases to relevant stakeholders.
• Support the development and maintenance of change management processes, including peak freeze calendars and business application reviews.
• Develop and maintain the release calendar, coordinating with various teams to ensure smooth and timely software releases.
• Collaborate with project managers, developers, testers, and other stakeholders to define the scope and timeline of releases.
• Provide training and support to team members and stakeholders on release and change management best practices.
• Conduct post-release reviews to assess the success of each release and identify areas for improvement.

Incident Management

• Regularly monitor and manage incidents, with a focus on high-severity cases, ensuring proper escalation and resolution.
• Work closely with teams to address incident trends and implement improvements to the incident management process.
• Support the development and refinement of incident management procedures, particularly during peak operational periods.
• Coordinate and conduct training sessions for teams on incident management processes and tools.
• Conduct Major Incident Reviews to determine root cause and identify areas for improvement.

Problem Management

• Regularly review problem tickets to track new issues, monitor those nearing or breaching SLAs, and address any tickets that have been open for extended periods.
• Work closely with Team Managers to discuss problem tickets, incident trends, and gather feedback for continuous improvement.
• Support the ongoing refinement of problem management processes, particularly during peak operational periods, and ensure that all relevant documentation is updated.
• Coordinate and deliver training sessions for teams on problem management processes and tools, including any recent updates or changes.

Qualifications:

• Bachelor's degree or equivalent experience CS/CIS, finance, business administration, or other related field
• Experience working with or in a technology organization, specifically driving communication and delivery strategies from either an agile or project level
• Well versed in all Microsoft Office tools with skillset in Microsoft Excel & PowerPoint
• Experience creating deliverables (in excel or PowerPoint) for communication
• Proven success with task ownership and efficiency in communication & collaboration

Must haves:

• Acknowledges the presence of choice in every moment and takes personal responsibility for their life.
• Possesses an entrepreneurial spirit and continuously innovates to achieve great results.
• Communicates with honesty and kindness and creates the space for others to do the same.
• Leads with courage, knowing the possibility of greatness is bigger than the fear of failure.
• Fosters connection by putting people first and building trusting relationships.
• Integrates fun and joy as a way of being and working, aka doesn't take themselves too seriously.

Compensation and Benefits Package

lululemon's compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and teamperformance. Thetypical hiring range for this position is from$81,100 - $101,400 annually; the base pay offered is based on market location and may vary depending on job-related knowledge, skills, experience, and internal equity. As part of our total rewards offering, permanent employees in this position may be eligible for our competitive annual bonus program subject to program eligibility requirements.

At lululemon, investing in our people is a top priority. We believe that when life works, work works. We strive to be the place where inclusive leaders come to develop and enable all to be well. Recognizing our teams for their performance and dedication, other components of our total rewards offerings include support of career development, wellbeing, and personal growth:

• Extended health and dental benefits, and mental health plans
• Paid time off
• Savings and retirement plan matching
• Generous employee discount
• Fitness & yoga classes
• Parenthood top-up
• Extensive catalog of development course offerings
• People networks, mentorship programs, and leadership series (to name a few)

Note: The incentive programs, benefits, and perks have certain eligibility requirements. The Company reserves the right to alter these incentive programs, benefits, and perks in whole or in part at any time without advance notice.

workplace arrangement

This role is classified as Hybrid under our SSC Workplace Policy:

In-person collaboration is important, and much of the role can be performed remotely. Work is performed onsite at least 3 days per week.

#LI-SP1