Analyst - IT Service Management

Buchanan Technologies; Brampton; On-site; CAD 96,000 - 121,000; Full time

Job summary

A leading IT services provider is seeking an Analyst in IT Service Management in Brampton. The role involves managing service management operations, incident management, and process improvements using ITIL frameworks and the ServiceNow platform. Ideal candidates will have over five years of experience and relevant IT certifications. This is a full-time permanent position offering competitive compensation.

Benefits

Competitive compensation

Work culture of excellence

Career development opportunities

Qualifications

• Minimum of five years as a Change Manager with ITIL framework.
• Experience in managing incident, change, and problem management.
• Excellent oral communication and interpersonal skills.

Responsibilities

• Manage IT service management operations across multiple processes.
• Serve as primary contact for major incident management.
• Analyze areas for improvement through process automation.

Skills

Communication skills

ITIL frameworks

ServiceNow experience

Data analysis

Teamwork and leadership

Education

University Degree in Information Technology Systems

ITIL v3 or ITIL v4 Foundations certification

Tools

ServiceNow

Job description

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Talent Acquisition and Development- Canada and the United States

Position Title :Analyst - IT Service Management

Work Status: Full Time Permanent

Division/Department: IT Service Management

Location: Brampton, ON

Buchanan Technologies(www.buchanan.com) is searching for an Analyst – IT Service Management on behalf of our client, an “Employer of Choice” in the region of Ontario.

Considered as one of Canada’s most progressive regional services, our client offers a competitive compensation package, a work culture of excellence, diversity and work balance.

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POSITION SUMMARY

The Analyst-IT Service Management is responsible for managing the rollout of new processes or improvements on existing processes, tools and systems and providing necessary training to the operations team. They work closely with IT stakeholders to collectively provide support, advice, and recommendations and act as a subject matter expert (SME) for the ServiceNow platform. They also oversee ITS incident, change, and problem activities while analyzing the data for trends and continue improvement through process evaluation utilization ITIL ITSM Service Operations frameworks and best practices.

RESPONSIBILITIES

• Manages IT service management operations, particularly incident, change, configuration and problem management processes; ensuring that all teams follow the incident and problem management processes.
• Serves as primary contact point in major incident management, including tracking and managing major incidents/outages through the complete incident life cycle, and identifies solutions preventing re-occurrence of incidents by facilitating discussions with various technology teams to identify root causes and contributing factors.
• Manages the communication process during major incidents.
• Chairs IT production Change Management activities in ServiceNow platform using CAB Workbench.
• Analyzes areas of improvement through automation and recommends improvements to processes, reporting, communication, training, systems and tools; manages the rollout of these new processes or improvements and provides necessary training to the operation team. Manages ServiceNow enhancements to support service management processes.
• Assists in gathering core configuration requirements; translates these into design models, capturing requirements into stories and solutions/manages the overall implementation process in cooperation with developers. Work closely with ServiceNow Administrator and developers on requirements and testing.
• Adheres to audit requirements for ITSM processes and works closely with auditors to ensure audit items are actioned and remediation occurs.
• Participates in both problem and incident management executive summaries and reports on behalf of Service Desk.
• Produces metrics for service performance, reporting on the key measurements required to drive productivity/process improvements as related to incident and problem management.
• Monitors the daily operation of the ITSM processes to ensure proper execution and compliance; identifies and addresses any incompliance or cross-technology process improvement initiatives.
• Collaborates with service owners and teams to ensure that all applicable IT policies and procedures are followed.
• Provides support and proposal to service owners with a view to continuously improving service quality.
• Audits Service Desk CI(s) in Service NOW and establish utilization trend for refilling and budget input.
• Participates in design, testing and transitioning Service Management and Service Integration solutions within the Now Platform. Designs and executes E2E training and UAT.
• Performs thorough data analysis, while engaged in migration projects, to provide requirements for developers enabling configuration and customization
• Provides “Early Life Support” delivering Service Management and Service Integration services and handing over support to the future delivery teams; ensuring process adoption and compliance through communication and training.
• Works with IT Trainers to communicate and promote the IT Service Management processes and practices within ITS.
• Performs additional duties as required.

QUALIFICATIONS

Education/Knowledge

• A University Degree in Information Technology Systems or equivalent, plus additional course(s) and/or training an equivalent combination of education and experience.
• Certifications in ServiceNow System Administrator or ServiceNow Implementation Specialist, and ITIL v3 Foundations or ITIL v4 Foundations, is required.
• Certification in ITIL intermediate level modules (Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement) or ITIL Expert certification is preferred.

Experience

• Minimum of five (5) years of experience as a Change Manager with ITIL framework and ITSM best practices and process management, specifically Incident, Change, Problem and Configuration Management as well as Continuous Service Improvement.
• Demonstrated knowledge of evaluating and managing problems.
• Experience with ServiceNow pertaining to Incident, Change, Problem and Knowledge management modules. - Demonstrated knowledge of writing ITSM SOPs.
• Experience implementing and continuously improving Incident and Problem Management for both production and non-production environments.
• Experience preparing graphs and comprehensive Service Desk Metrics.
• Demonstrated written and verbal communication skills.
• Demonstrated teamwork and leadership skills.
• Excellent oral communication and interpersonal skills.
• Demonstrated presentation skills.
• Demonstrated planning and organizational skills.

Valid Ontario Driver’s License (Class G) with full driving privilege

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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