IT Service Delivery Analyst

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

Join one of Canada’s fastest-growing companies and be part of something extraordinary – welcome to goeasy! At goeasy, our people and culture are at the heart of everything we do, and we’re proud to be recognized for it. We’ve earned prestigious accolades such as Waterstone Canada’s Most Admired Corporate Cultures, Canada’s Top Growing Companies, and the TSX30, highlighting us as one of the top performers on the TSX. We’re also honoured to be named a Greater Toronto Top Employer and recognized by Great Place to Work® as having the Best Workplaces for Women & Most Trusted Executive Teams, and included on TIME Magazine’s 2025 list of Canada’s Best Companies. These honours reflect our commitment to fostering an inclusive, high-performance culture where talent thrives and innovation drives us forward.

As one of Canada’s leading alternative consumer lenders, we’re passionate about helping everyday Canadians create a brighter future. Our vision is to provide a path to a better tomorrow, today. We offer a full range of products, including non-prime leasing, unsecured and secured loans, and point-of-sale financing through easyhome,easyfinancial, and LendCare.

We’re looking for an IT Service Delivery Analyst to join our growing team. In this role, you’ll be responsible for providing second-and third-level support for business‑critical applications and managing the triage process across internal teams and external service providers. You’ll also play a key role in core IT service management functions, including Major Incident Management, Change Management, Problem Management, and Service Request Management. Reporting into the Manager of IT Service Delivery, you will work towards implementing a Configuration Management Database.

What will you be doing?

• Build and manage a Device42 CMDB with accurate discovery, data governance, and ITSM integration.
• Take ownership of major incidents by coordinating resolution efforts, ensuring timely and effective communication with stakeholders, and conducting post-incident reviews.
• Issue major incident management notices and collaborate with internal technology teams, external vendors, and cross‑functional groups to restore services.
• Review and approve internal change requests; participate in and occasionally host weekly CAB (Change Advisory Board) meetings; report scheduled changes to senior leadership.
• Provide reporting on service breaches and SLAs (Service Level Agreements) to stakeholders and senior leaders.
• Proactively monitor business‑critical applications and recommend improvements to IT service delivery processes and procedures.
• Deliver RCA (Root Cause Analysis) and post‑mortem reports to business stakeholders.
• Support daily operations across all ITIL (Information Technology Infrastructure Library) processes, including Incident, Major Incident, Change, Problem, Knowledge, Asset, and Configuration Management.
• Drive the implementation of service improvement plans by providing guidance, content, and collaboration with resolution groups and service providers.
• Collaborate with other IT and business teams to gather requirements for new or modified services.
• Participate in internal and external service review meetings, including those with external service providers.
• Identify, recommend, and contribute to the implementation of service improvements related to ITSM (Information Technology Service Management) operations.
• On‑Call Support:
  • The IT Service Management team participates in on‑call duties on a rotational basis.
  • Responsibilities include attending Major Incident Management bridge calls during severity‑level incidents, requesting regular updates from technical teams involved, and communicating those updates to business stakeholders.
  • The on‑call team member is responsible for managing and driving the severity incident through to resolution, under the guidance of the Major Incident Management team.

What experience do you have?

• University degree in Engineering, Computer Science, Information Technology, or equivalent preferred.
• 2+ years of experience on an IT service desk and 3–5+ years in an IT Service Management role.
• Proven ability to lead, make decisions, solve problems, and operate effectively in high‑pressure environments.
• Strong prioritization skills with the ability to execute against competing demands.
• Effective communicator, able to clearly articulate critical issue status verbally and in writing to leadership.
• Demonstrates flexibility and agility when transitioning between responsibilities.
• Capable of producing clear, concise business documentation.
• Solid understanding of Incident, Service Request, Problem, and Change Management processes.
• Experience with CMDB population and management (compliance, accuracy, completeness), including CI naming conventions and standards; experience with Device42 or comparable enterprise CMDB platforms is an asset.
• Experience managing and implementing service improvement initiatives.
• Advanced proficiency with Microsoft 365.
• Experience with ITSM tools such as Freshservice, ServiceNow, or Remedy.
• ITIL v3/v4 Foundation certification preferred.

We offer a Flexible Work Program that provides you the ability to work three days onsite per week, from our Mississauga office.

$82,500.00 – $88,000.00 CAD (includes base salary and bonus)

We’re committed to attracting and rewarding top talent. Our compensation ranges are thoughtfully designed to reflect market competitiveness, internal equity, and the experience and impact each candidate brings to the role.

At goeasy, we believe transparency fosters trust — and that rewarding performance with fair, competitive pay and meaningful growth opportunities is key to our success.

Total compensation includes base salary and bonus.

This posting is for an existing vacancy within our team.

Why should you work for goeasy?

In keeping with our mission to create better tomorrows for our employees, each year goeasy commits to continuously enhancing its total rewards. Here are some of the perks we offer:

Financial Benefits:

• RRSP matching and Employee Share Purchase Plan programs.
• Annual bonus that rewards your hard work and dedication.
• Employee discounts on furniture, electronics, and appliances.
• MAT & PAT leave top‑up.
• Expand your financial knowledge through engaging Financial Literacy Learning opportunities.

Health and Lifestyle:

• Enjoy company‑paid volunteer days to give back to the community.
• Access 24/7 healthcare with Virtual Doctor Appointments.
• Personalize your benefits with a flexible modular benefits package.
• Stay fit and energized with exclusive access to our on‑site private gym at our head office.

Employee Perks:

• Fuel your growth with the Tuition Assistance Program.
• Double the impact of your generosity with Company Matched Charitable Donations.
• Internal development training programs and platforms including job‑specific training, career coaching, leadership excellence, mentorship, and many others.
• Enjoy a state‑of‑the‑art office space with perks like a games room, a healthy snack program, a fitness studio, free gated parking, and more!

Diversity, Inclusion, and Equal Opportunity Employment:

At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. goeasy is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. As an equal opportunity employer, we are committed to providing accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process. Please let the talent acquisition team know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs.

Additional Information:

All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire.