CBTCS E2 Service Delivery Analyst - SLA & CI/CD Focus

Hitachi; Toronto; On-site; CAD 69,000 - 104,000; Full time

Benefits offered by this job

Health & Dental

3 weeks vacation

Flextime & Training

Job summary

Hitachi Rail Canada Inc. is seeking a Service Delivery Analyst to ensure reliable, efficient delivery of CBTCS E2 services for engineering teams.

You will oversee SLA performance, coordinate incidents and changes, and support CI/CD service operations to improve delivery speed and reliability. Ideal candidates bring 3–5 years of service delivery or platform management experience, a Bachelor’s degree in engineering or CS, and familiarity with ITIL and service desk tools.

Qualifications

• 3 to 5 years of experience driving service delivery or platform management within an engineering environment.
• Bachelor’s degree in engineering, Computer Science, or a related field.
• Certifications such as ITIL, PMP, or similar are preferable.
• Experience with incident management and service desk tools (e.g., ServiceNow, Jira Service Desk).
• Proficiency in engineering platforms and understanding of Engineering Process & Standards.

Responsibilities

• Ensure CBTCS E2 services are delivered in line with SLAs, focusing on lead time, first response time, and resolution time.
• Coordinate incident and change communications; manage ticket resolution governance.
• Support monthly maintenance verifications and CI/CD service operations to reduce blockers.
• Oversee service governance and continuously seek improvements in service quality and reliability.
• Act as the primary point of contact for CBTCS E2 service consumers and communicate with engineers and support teams.

Skills

Problem-solving

Communication

Prioritization

Education

Bachelor's degree in engineering or Computer Science

Tools

ServiceNow

Jira Service Desk

Job description

Hitachi Rail Canada Inc. is seeking a Service Delivery Analyst to ensure reliable, efficient delivery of CBTCS E2 services for engineering teams.

You will oversee SLA performance, coordinate incidents and changes, and support CI/CD service operations to improve delivery speed and reliability. Ideal candidates bring 3–5 years of service delivery or platform management experience, a Bachelor’s degree in engineering or CS, and familiarity with ITIL and service desk tools.