Hybrid IT Service Delivery Analyst: ITSM & CMDB Lead

goeasy Ltd; Mississauga; Hybrid; CAD 83,000 - 88,000; Full time

Benefits offered by this job

RRSP matching

Employee discounts

On-site gym

Tuition assistance

Volunteer days

Flexible work program

Job summary

goeasy is seeking an IT Service Delivery Analyst to provide 2nd- and 3rd-level support for critical applications and manage triage across internal teams and external providers.

You will help implement a CMDB, participate in Major Incident, Change, Problem, and Knowledge Management, and report on SLAs to leadership. The role offers a Flexible Work Program with three days onsite per week in Mississauga, with total compensation shown in the posting.

Qualifications

• 2+ years on an IT service desk.
• 3–5+ years in an IT Service Management role.
• ITIL v3/v4 Foundation certification preferred.
• Strong communication to leadership and stakeholders.
• Ability to write clear, concise business documentation.
• Experience with CMDB population and CI naming conventions.

Responsibilities

• Provide second- and third-level support for business-critical applications.
• Manage triage across internal teams and external service providers.
• Lead Major Incident, Change, Problem, and Knowledge Management activities.
• Support daily ITIL processes including Incident, Major Incident, Change, Problem, Knowledge, Asset, and Configuration Management.
• Participate in CAB meetings and report on changes to leadership.
• Drive service improvement plans and collaborate with resolution groups and service providers.

Skills

Prioritization

Communication

Documentation

Collaboration

Problem Solving

Adaptability

On-Call Readiness

Education

University degree in Engineering, Computer Science, Information Technology

Tools

Device42

Freshservice

ServiceNow

Remedy

Microsoft 365

Job description

goeasy is seeking an IT Service Delivery Analyst to provide 2nd- and 3rd-level support for critical applications and manage triage across internal teams and external providers.

You will help implement a CMDB, participate in Major Incident, Change, Problem, and Knowledge Management, and report on SLAs to leadership. The role offers a Flexible Work Program with three days onsite per week in Mississauga, with total compensation shown in the posting.